Refund policy

We will accept unworn, unwashed, unaltered, or unused items in sellable condition for a full refund within 30 days of the ship date. We are unable to generate return labels for return shipments. You are responsible for shipping us your returns using a carrier of your choice. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Customs and taxes paid upon arrival in our office will be deducted from the refund amount. Once we receive your return and verify the quality, we will process your refund to the payment method used in the original order.

Isabelle Moon monitors return to identify potential misuse or abuse of our return policies. We reserve the right to refuse service to anyone. We will refund the rejected return item deducted by duties and taxes we pay upon arrival at our office.

 

WHEN IS THE LATEST I CAN RETURN AN ORDER?

Our return policy lasts 30 days. If 30 days have gone by since your order was shipped, unfortunately, we can’t offer you a refund.

 

IS MY ORDER ELIGIBLE FOR RETURN?

Not all items are eligible for return. Only regular-priced items may be refunded. Unfortunately, sale items and offline sale items cannot be refunded. Items that have been worn or washed are non-refundable.

Please note that items that want to be returned due to incorrect fit are non-refundable and are invalid for a return. We have a sizing guide available on all items to ensure you order the correct size.

 

CAN I EXCHANGE AN ORDER?

Isabelle Moon currently does not offer a product exchange yet. However, 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.

 

HOW DO I RETURN AN ORDER?

To return your product, drop an email to support@isabellemoon.com with your order number, the items you wish to return, and the reason for your return. You will receive an email with further information on how to complete your return within one business day.

To send us your return: 1. Put the items you wish to return in mailer 2. Work with a shipping carrier of your choice 3. Ship to the address that you receive in a return confirmation email from our customer service.

Depending on where you live, the time it may take for us to receive the items may vary. We are not responsible for any lost returns. We recommend a shipping method with proof of delivery or tracking number.

 

HOW LONG IS THE REFUND PROCESS?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please allow 2 to 4 business days to process the return once it’s received. You will be notified via email once the refund has been issued.

 

WHY HAVEN'T I RECEIVED MY REFUND?

A refund usually takes 3 to 5 business days to be credited back to your original payment. Please note that we cannot be responsible for any change in currency rates. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@isabellemoon.com

 

CHANGES OF POLICY

You can review the most current version of this Policy at any time on this page. 

We reserve the right, at our sole discretion, to update, change or replace any part of this Policy by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to this Policy constitutes acceptance of those changes.