Refund & Return

Refund & Return

After receiving your order, you can think for a maximum of 14 days about how happy you are with your purchase. Not so happy? Contact us at hello@moonguland.com with your order number and the list of items you wish to return. Make sure to contact us within 14 days for the return request. If 14 days have gone by since you got your order, unfortunately we cannot offer you a refund.

After receiving your refund request, we will send you an email to notify you about the approval or rejection of your refund. Any returns made without the agreement of our customer service team will be discarded and are not refundable.

Cancellation (within 48 hours of payment)

To request a cancellation, please contact our customer service. Contact hello@moonguland.com with your order number. When you cancel your order within 48 hours of ordering, you will receive your refund on your credit card or PayPal account (we refund orders manually and refunds can take up to 5 business days to appear on your payment account).

If you wish to cancel your order after 48 hours, please contact our customer service. We will refund the ready items with store credits and the items in process to your credit card or PayPal account.

"Ready items" are items that we have picked out from our warehouses in Korea and/or Hong kong to process your order. "Items in process" are items that we do not have in stock and are in process for delivery to our warehouses. If your order is not shipped after 11 business days, you may request the cancellation of the pending items and we will ship the ready items to you. Please contact hello@moonguland.com to inquire about the status of your items before sending us your request.

Please note that we cannot issue a cancellation if an item has already been shipped out to your destination address. 

Partial Shipment Policy

As you may already know, we need 1-12 business days to prepare an order. This is because Moonguland is a low-inventory store. If all the items are not ready after 11 business days, we will ship the ready items on the 12th business day and ship the late items later, free of charge as soon as they get ready. If you wish for an early partial shipment, please contact us by email, please note that we may request for the additional shipping fee if your order is less than twice the free shipping requirement.

Unwanted Returns

Returning shipment of unwanted merchandise are sent at the customer's expense. Customers are responsible for the return shipping fees. The return shipping fees are not available for refund. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Moonguland offers full unwanted refunds for customers that have changed their mind, provided:

  1. The item is unworn, unwashed, undamaged
  2. Notified us within 14 days of receiving your package
  3. Original tag(s), wrapping(s) or box(es) are intact
  4. Shoes must be tried on indoors and show no signs of wear
  5. Understand that accessories including swimwear, underwear, jewelry and eyewear can not be returned due to hygienic reasons

All refunds from unwanted items will be returned to your original means of payment. SALE items are also eligible for an unwanted refund.

Refunds will be finalized once we receive the items and confirm that the requirements were met.

Damaged/Wrong item Return

Please contact our Customer Service Team before any action is made, along with pictures showing the defect/issue.

  1. The item is unworn and unwashed
  2. Different than what was ordered (item, color, texture, quality or overall look)
  3. Notified us within 14 days of receiving your package
  4. Original tag(s), wrapping(s) or box(es) are intact
  5. Please note that our items have the original brand's labels, and that a difference in labels and perceived size cannot be used to request a refund for 'wrong size'. Only and error in the detailed measurements in the Size Chart (on each product page, and in both inches and centimeters) will be accepted to make a claim.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1-5 days.

Moonguland reserves the right to refuse returns when the above conditions are not met. Moonguland reserves the right to refuse products sent back without prior consultation.


Pre-Order items cancellation


Unfortunately it is generally not possible to cancel your pre-order.

This is because to process your pre-order we create a special reservation for you with one of our suppliers or manufacturing partners, and pay them before the item production kick-starts, or before it is available for sale to the general public. In other instances, we order the items from several different countries (as is the case of Sanrio items that come from Japan and Korea) and consolidate your order in our warehouse with our non pre-order items!


Once the reservation has been made, it can't be canceled. So, to cancel your pre-order you must contact us as soon as you can, since if we already reserved the product with the supplier we won't get refunded for it.


Under special circumstances that still want to cancel your pre-order, we can refund you up to 50% of the value, depending on the supplier's will to facilitate.

Exchange

We're sorry, but item exchanges are currently not possible. However, you may place a new order before or after receiving your refund, since the return order and the new order are independent processes.

Out of Stock Refund

When a product you ordered is sold out, we refund the amount to your credit card or PayPal account and notify you via your registered e-mail address. This means that your product is sold out from the market and is no longer available for shipping. Due to the fast-paced fashion industry in Korea, popular products quickly sell out. We try our best to most efficiently notify our customers and update our system as frequently as possible to prevent such cases, but sometimes these instances are sometimes inevitable. We sincerely apologize for such inconvenience :(

In the case that more than 50% of the number of products in your order is sold out, you may choose to cancel the entire order. Should this be the case, please email us within 48 hours of receiving the last sold out notification email. We want to make sure you receive the items you ordered as soon as possible, so if we do not hear back from you, we will go ahead and process the rest of your order as planned. Please kindly understand after this time frame, the option to cancel the order will unfortunately be no longer valid.

Shipping costs of returns

You will be responsible for paying for your own shipping costs for returning your items. Shipping costs are non-refundable.

Failure to deliver

Moonguland is not responsible for packages sent back due to factors outside of our control, such as the absence of the recipient, customs, wrong address information, incorrect recipient name, etc. When a shipment is sent to our carrier's warehouse due to these complications, the carrier reserves the right to dispose of the shipment. Moonguland will not be able to process a refund for these cases.