Refund policy

MOONSEL RETURN & EXCHANGE POLICY

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note that items showing any signs of use—including but not limited to the smell of perfume, deodorant, sweat, or detergent, as well as any signs of deformation—will not be accepted for return. All original tags must remain attached; the product must be in a fully resalable condition.

To start a return, you can contact us at return@moonsel.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at return@moonsel.com

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned due to hygiene standards and final sale regulations. We strictly do not accept returns on:

  • Undergarments, swimwear (bikinis), bodysuits, and accessories.

  • Gift cards (purchased gift cards are non-refundable).

  • Clearance, Outlet, or Sale items discounted by 25% or more. These items are considered FINAL SALE and cannot be returned, refunded, or exchanged.

Additionally, we do not accept returns for custom products (such as special orders or personalized items), hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Shipping Fees & Return Labels

  • Original Shipping Fees: Please note that shipping fees paid at the time of purchase are paid directly to the shipping carriers (such as USPS, UPS, FedEx, etc.) and are strictly non-refundable.

  • Return Shipping Costs: If a return shipping label is provided to you by Moonsel, the cost of this return shipping label will be automatically deducted from your final Store Credit amount.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is approved and your store credit is issued, make a separate purchase for the new item.

Store Credit (Refunds)

We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not.

Please note that we do not issue cash or credit card refunds. If your return is approved, your refund will be issued exclusively as Moonsel Store Credit (minus any return shipping costs, if applicable).

To receive and use your store credit, you must have a registered customer account on our website using the same email address as your order. If you do not have a registered account at the time of your return, you will need to create one using the same email address associated with your order before your store credit can be issued. Once approved, your store credit will be automatically applied directly to your Moonsel account, and you will receive a notification email. You can view and use your balance at checkout on your next purchase.

If more than 15 business days have passed since we’ve approved your return and you have not received your store credit code via email, please contact us at return@moonsel.com