Refund Policy

At MILA ON MOON, we want every customer to enjoy a smooth and pleasant shopping experience. If you are not completely satisfied with your purchase, our customer support team is here to assist you. 🤍

1. Return Eligibility

Customers may request a return within 14 days of delivery.

To be eligible for a return, items must:

Be unworn, unused, and in their original condition
Be free from stains, odors, perfume, deodorant, makeup, damage, or other signs of wear
Include all original tags and packaging, where applicable

We reserve the right to refuse returns that do not meet these requirements.

2. Non-Returnable Items

The following items are not eligible for return, refund, or exchange:

Final Sale items
Discounted or clearance products
Bodysuits, swimwear, underwear, lingerie, and other intimate items
Accessories, including jewelry, earrings, hats, sunglasses, and hair accessories

These restrictions apply for hygiene and safety reasons.

3. Return Request Process

To request a return:

Contact us within 14 days of delivery
Provide your order number and the reason for the return
Wait for return authorization before sending any item back

📧 Email: contact@milaonmoon.com

Once your request has been approved, our customer support team will provide you with the correct return instructions and return address.

❗ Returns sent without prior approval may be refused.
❗ The business address listed on our website is not a return address.

4. Refunds

After your returned item has been received and inspected:

Approved refunds will be issued to the original payment method
Please allow 3–7 business days for the refund to appear after it has been processed
Original shipping charges are non-refundable
Partial refunds may be issued for items returned in a condition that does not fully meet our return requirements

In certain situations, we may offer a replacement, store credit, or partial refund without requiring the item to be returned. The solution provided will depend on the specific circumstances of the order.

5. Return Shipping

Customers are responsible for return shipping costs
Shipping fees paid during checkout are non-refundable
We strongly recommend using a trackable shipping service and keeping your shipping receipt

MILA ON MOON is not responsible for return packages that are lost, damaged, or delayed during transit.

6. Damaged, Defective, or Incorrect Items

If you receive an incorrect, damaged, or defective item, please contact us within 48 hours of delivery.

Please include:

Your order number
Clear photos of the item received
Photos of the packaging, where applicable
A brief description of the issue

📧 Email: contact@milaonmoon.com

Our customer support team will review the information and work to resolve the issue as quickly as possible.

7. Order Cancellation

Orders may be canceled within 12 hours of purchase.

After this period, the order may already have entered processing or been shipped and may no longer be eligible for cancellation.

Submitting a cancellation request does not guarantee that the order can be canceled.

8. Fraud Prevention and Security

To protect our customers and our business:

Certain high-risk orders may require additional verification
Suspicious or potentially fraudulent transactions may be declined or canceled
Abuse of our return or refund policy may result in account restrictions or refusal of future orders