Returns Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in original condition. It must also be in the original packaging. Original condition means that there are no scratches or marks on the product and the product’s packaging has not been opened, used or damaged and the product is in a re-saleable condition. Any returns made that do not meet these guidelines will be sent back to the customer, and the customer may be charged the carrier fee.

To start a return, we require a receipt or proof of purchase eg. order number. You can contact us at customerservice@sho-moon.com. If your return is accepted, you'll need to send your item to us, please be aware that we do not provide return labels, and shipping cost will be covered by you. Items sent back to us without first requesting a return will not be accepted.

SHIPPING 

Return address: shō-moon, Pieter Kiesstraat, 73 ARD, 2013 BG, Haarlem, The Netherlands

For non-faulty products, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping, if paid by us, will be deducted from your refund. If you are returning a faulty or damaged product(s), we will refund the cost of returning your order, provided that you supply us with a delivery receipt. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Please ensure that the package is wrapped in its original packaging that we sent out. We recommend that you use a recorded delivery service with relevant insurance as we cannot accept liability for goods lost or damaged in transit, sent by the customer.

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 (IF APPLICABLE) 

Unfortunately, we cannot accept returns on sale items or gift cards.

EXCHANGES

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

REFUNDS (IF APPLICABLE)

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.