We hope every Isabelle Moon piece feels exactly as it was meant to. If something isn’t quite right, we’re here to support you through our return process.
Below you’ll find everything you need to know about returns, refunds, exchanges, and store credit eligibility.
RETURN ELIGIBILITY
Only regular-priced items in unworn, unwashed, unaltered, and unused condition are eligible for return. The following are not eligible:
- Sale items and offline sale items
- Items that have been worn or washed
- Items returned due to incorrect fit (please check our sizing guide before ordering)
We monitor returns for potential misuse of this policy and reserve the right to refuse service to anyone. If a returned item doesn't meet our quality standards, it will be sent back to you, with duties and taxes we paid on arrival deducted from any refund issued.
RETURN WINDOW
You have 14 days from the delivery date to start a return. If more than 14 days have passed since your order was delivered, we're unable to offer a refund.
How to Return an Order
- Email support@isabellemoon.com with your order number, the item(s) you'd like to return, and the reason for return along with the pictures or videos.
- We'll reply with return instructions and the return address.
- Pack the item securely and ship it using a carrier of your choice to the address provided.
Return shipping is arranged and paid for by you, we're currently unable to generate return labels. We recommend using a shipping method with tracking or proof of delivery, as we're not responsible for returns lost in transit.
REFUND TIMELINE
Once we receive and inspect your return, here's what happens:
- We'll email you to confirm we've received your item.
- We'll review it and notify you whether your refund is approved. Returns that don't meet our eligibility criteria (see above) may be rejected.
- If approved, we'll process your refund within 2–4 business days, and it typically takes another 3–5 business days to appear back in your original payment method, depending on your bank or card issuer.
If it's been longer than that, check with your bank or card provider first, as processing delays sometimes happen on their end.
EXCHANGES
We currently do not offer direct exchanges.
If you would like a different size or style:
- Return your item
- Place a new order
In certain circumstances, we do offer an exchange for in-store credit. The amount of the credit will be accounted for the original price of the item that is wished to be exchanged deducted by the number of duty fees and taxes, which will be informed once the shipment has arrived in our warehouse in Bali.
FAULTY OR INCORRECT ITEMS
If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery.
Please include:
- Your order number
- Clear photos of the issue
We will assess the matter and arrange a replacement, refund, or store credit where applicable.
NON-RETURNABLE ITEMS
For hygiene and product integrity reasons, the following are not eligible for return:
- Boudysuit
- Sale items
- Gift cards
INTERNATIONAL RETURNS
For international returns, customers are responsible for:
- Return shipping fees
- Customs duties or import charges related to the return shipment
Delivery times for international returns may vary depending on your location and courier service.
BUY NOW, PAY LATER ORDERS
If you paid using a third-party provider such as Klarna:
- Refunds will be processed back to your original payment provider
- You are still responsible for any ongoing payment obligations
PROCESSING TIME
- Returns are processed within 3–5 business days after arrival
- You will receive email confirmation once completed
We approach every return with care and fairness, while continuing to create pieces designed to be worn, loved, and kept for years to come.