At Moon Lamp UK we strive to make our customers 100% satisfied with the product they’ve purchased from us. If you are experiencing any shipping or product issues, and you’re feeling frustrated, then please send us an email and our team will assist you right away.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Customers are responsible for the cost of return shipping.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
In order to initiate a return, please complete the following:
1. Email us (preferably from the email you used to order) your name under the order number, and why you would like to return the item to firstname.lastname@example.org. In this email, please be detailed as possible and provide any photographs if necessary in order to streamline the process.
2. As soon as we complete your return request, an RMA number (Return Merchandise Authorization) will be sent to you as well as return instructions for your specific product.
3. Once your return is received and reviewed, we will notify you via email that we have received your item and the status of your refund.
Please Note: Items sent back to us without first requesting a return will not be accepted.
Damages and issues
For the fastest resolution, please include a photograph demonstrating the poor quality or the damaged area of the item. The most optimal pictures are on a flat surface, with the tag and error clearly displayed.
We will use this information to help you with your order, and eliminate errors in the future.
If you feel the product that you’ve purchased does not show the requirements that you initially had in mind, then you do have the option to request a refund.
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.
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.
You can always contact us for any return questions at email@example.com.