Return & Exchange
If you're not happy with your purchase for any reason, please Contact Us at service@Moonhoar.com directly, and we will offer you solutions according to your case.
Online purchases (Final sale items and gifts excluded) made through Moonhoar are valid for exchange or refund within 14 days from the date you've received all your item(s). Items must be unworn, unwashed and unaltered, come with all original tags and their original packaging. The original shipping cost and the insurance (if any) are non-refundable.
To be eligible, please make sure that.
-The product is in its original packaging
-The product isn't used or damaged
-Buyer is responsible for return shipping cost.
How do I return an item?
Submit items rxchange/return request to customer service via service@Moonhoar.com.
Explain the product you want to return and the return reason.
Prepare your package.
Deliver your package.
Most returns are processed within 5 business days after we receive your package.
We’ll issue the refund to your wallet in amount of few days if we are not otherwise informed to refund to your payment account in advance. Wallet balance can be used on your next purchase or be withdrawn to your payment account. Once your refund has been issued, you will receive a confirmation email.
We do not accept any request of exchange&return once the "specials" are sold.
Purchase Not Eligible for Return:
-Final sale item(s) is not eligible for return or exchange.
-Swimwear is not eligible for return or exchange.
-Swimwear can only be returned/exchanged if it is defective/damaged or wrong item.
-You must email us a picture showing the problem/defect when you submitting the return/exchange request.
After you receive confirmation from our customer service, please send the product along with the product list which includes the product ID. A tracking No. of the returning parcel is required; we will deal with the product exchange or refund after we get your returning parcel.
If you received a damaged product, please notify us immediately for assistance.
We offer full refund if the order is cancelled within 24 hours of your purchase.
You should submit an order cancellation request to our customer service via service@Moonhoar.com once you decide to cancel the order.
For orders cancelled after 24 hours of purchase but have not been shipped, we will offer partial refund after charging a 15% cancellation fee.
We will NOT accept order cancellation request if the orders have been shipped.
HOW TO ISSUE A REFUND OR EXCHANGE AFTER I RETURN THE ITEM(S)?
Refund or exchange will be available as soon as once we receive the return parcel and confirm the item is intact.
Can I return to the address on the received package?
No, the address on the package is the overseas transshipment warehouse of the logistics party. You need to return the items to our warehouse, and you will get authorization from us by email with our return address after you submit your return request.
Where can I return the item to ?
Products will be returned to our Chinese Return Center.
What shipping company can I choose for return?
Usually you can use any shipping carrier to ship the parcels back to us . You are supposed to choose the cheaper method like postal shipping, which is best and convenient for both of us .
The refund time will depend on the payment method you used for your order.
PayPal refunds: 3 business days.
Credit card refunds: 7-14 business days.
FYI: Sometimes it will take longer time (maybe 1 to 2 weeks depending on which CC company is ) to process the refund for the bank if your original payment method is credit card.
Exchanges:It will take up 3 business days for us to arrange the reshipment for you.
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at service@Moonhoar.com.