Return Policy

RETURN POLICY

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return (Worldwide). The return cost will not be covered by us.

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. Please also fill out the return form which came inside the package.

NOTE: If you are returning an order that came with a free gift, please make sure to include it as well, otherwise we will not be able to process your return.

You can always contact us for any return question at support@moonlightmansion.com

RETURN PORTAL - EU / GB / CH / NO

For orders within the European Union / United Kingdom / Switzerland / Norway please use our Return Portal below:
Return Portal

After you have provided all the required information, the return label will be available for direct download. Please ensure that you use the same email address associated with your order.

 

INTERNATIONAL RETURNS

For orders outside of the countries listed above you have to send your order back by yourself. Please note that your return have to go through german customs and will be inspected when you return. Therefore we ask you to make sure all customs & tax costs will be covered by you (Incoterm: DDP) before sending the return.
Use the following Return Form and place inside the package:
Return Form

RETURN ADRESS:

Moonlight Mansion GmbH
Hertzstr. 1
71083 Herrenberg
Germany

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
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalized items). For Example: Mystery Boxes. Please get in touch if you have questions or concerns about your specific item.

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
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.