What is your return policy?
moon d’elle gladly accepts returns and exchanges in accordance with the following policy:
- All returns/exchanges must be initiated within thirty (30) days from the date of purchase.
- Shoes must be returned in their original packaging (boxes and dust bags).
- Shoes must be unworn and in their original condition. Worn, soiled, incomplete, damaged, or altered items will not be accepted and are not eligible for refund or exchange.
You can click here to view the full details on our return policy.
How do I start a return/exchange?
Visit our hassle-free Returns Portal to initiate a return/exchange. Please be sure to have your order number and email associated with your order ready. Here you’ll be prompted with a few questions and a free shipping label will be generated for your use.
Print and adhere the prepaid shipping label provided and send back your return package within (30) days from the date of purchase. Please only send returns using our pre-paid shipping labels so that we can track your items. We cannot refund a lost item that was sent using a method other than our return labels.
When will I receive my refund or exchange order?
Once your returned item(s) have been received by our warehouse, please allow 1–2 business days for our staff to process/inspect the item(s). If the returned item(s) are found to be in compliance with our return policy, a full refund of your original purchase price (excluding any shipping costs you originally paid) will be made to the original payment method used during purchase. For exchanges, your item(s) will be shipped out the next business day upon inspection approval.
What happens if I closed the bank/card account used for my purchase?
Currently, we can only issue a refund to the original payment method, meaning that we cannot issue a refund to a new account or card.
If you have a new credit card, but the original account remains active, the refund should be able to be processed back to your account, but we recommend checking with your bank/credit card for confirmation. If the account has been completely closed, please reach out to us at firstname.lastname@example.org for further assistance.
Can I return or exchange a gift?
Yes, you can return the item(s) you received as a gift to exchange for a different size or color within 30 days of shipment.
If you have the original order number and email address, you can use our hassle-free Returns Portal to initiate the return or exchange. If you would like to process the return or exchange discreetly, please contact us at email@example.com and be sure to include either the original order number or the name, email address, and shipping address of the purchaser/gifter in your message to help us initiate your gift return.
All gift returns/exchanges must comply with our return policy in order to receive an exchange.
Please note that digital and physical gift cards are non-refundable.
Can I combine my returns using one shipping label?
We kindly ask that you do not combine multiple returns in one package. Your return shipping label is generated based on the weight of the item(s) you're returning. Consolidating multiple returns can cause the package to be returned to you and will slow down the processing time for your refund or exchange.