Returns & Exchanges
At Inner Moon, we want you to be completely satisfied with your purchase. If for any reason your order doesn’t meet your expectations, we’re here to help guide you through the return and exchange process. Your happiness with your celestial wardrobe is our top priority.
Return Policy
We accept returns on items purchased from our online store within 14 days of receipt. If you are not entirely satisfied with your purchase, you can return it for a full refund, store credit, or exchange. Please review the details below to ensure your return qualifies:
- Eligibility: Returns must be made within 14 days of the delivery date.
- Condition: Items must be unworn, unwashed and in their original, resalable condition with all tags still attached.
- Non-returnable items: Certain items, including intimate apparel or custom-made pieces, are non-returnable. Please review the product page or reach out to customer service if you're unsure.
How to Make a Return
- Contact Us: To initiate your return, please contact our customer service team at 💌 innermoonofficial@outlook.com or through the 'Contact Us' form on our website. Include your order number and the item(s) you'd like to return.
- Return Authorisation: Once we receive your request, we will send you a Return Authorisation (RA) number and the return shipping address.
- Pack & Ship: Carefully repackage the item(s) with all original packaging, tags and accessories. Please include the RA number in the package to help us process your return promptly.
- Shipping Costs: Return shipping costs are the responsibility of the customer, unless the item was defective or we made an error with your order.
Once we receive your returned item, it will be inspected, and a refund or store credit will be processed within 7–10 business days. We will notify you by email once your return has been processed.
Exchanges
We understand that sometimes the perfect piece may not be the right fit or colour. If you’d like to exchange an item for a different size or colour, please follow these steps:
- Initiate a Return: Begin by following the return steps outlined above to initiate a return.
- Order the New Item: Once your return has been processed, you can place a new order for the correct size or colour. Exchanges are treated as new purchases, and we cannot hold inventory for exchanges.
- Return the Original Item: Return the item(s) you no longer wish to keep as per the standard return process.
- Exchange Shipping: If you are exchanging an item due to a mistake on our part (e.g., wrong item or damaged), we will cover the return shipping costs. If it’s an exchange for any other reason, return shipping will be at your expense.
Refunds
Refunds will be processed to the original payment method, minus any applicable shipping fees. Please note that depending on your financial institution, it may take 5-7 business days for the funds to appear in your account after we’ve issued the refund.
Defective or Incorrect Items
In the rare event that you receive a defective or incorrect item, we deeply apologise for the inconvenience. We will resolve the issue promptly by offering a full refund or exchange at no additional cost to you. Please contact our customer service team with your order number and a description or photo of the issue, and we will assist you in resolving the matter.
How to Contact Us
If you have any questions or concerns regarding your return or exchange, our customer service team is here to assist you. You can reach us by at 💌 innermoonofficial@outlook.com or through the 'Contact Us' form.
We are dedicated to ensuring your experience with us is as smooth and enjoyable as possible.
We hope that you are delighted with every piece you receive from Inner Moon. However, if there’s anything you need to return or exchange, we are here to guide you with ease, ensuring your shopping experience remains celestial and seamless.