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Returns & Refunds

Thank you for shopping with Mandalay Moon.  We hope you are delighted with your purchase, but if you wish to return an item for a refund here is what you need to do.

RETURNS

You have a maximum of 14 calendar days to return an item from the date you received it, but we would ask that you return it ASAP. To be eligible for a return, your item must be unworn, unwashed, complete with Mandalay Moon and brand tags in place, and in the same condition in which it was received. Parcels that are returned after the 14 calendar days have elapsed may be eligible for an exchange instead, but this is at our discretion.

We don not print an invoice to go in each order we send as you get an email from us; all that paper and print adds up. Call it our little bit to help the environment!

 

Your return parcel must contain a note with your full name on it. To obtain the return address details, please email mandalaymoon@hotmail.com.

 

We recommend returning via Royal Mail 2nd Class Signed For post. 

Please DO NOT use Hermes/Evri; we have had inconsistent service levels from them in the past.  
 

NB. Please use brown tape or similar to reseal your return parcel.  Sellotape does not stick especially well to paper mailbags, and you risk your returned items never getting to us.  We are responsible for your parcel only once it has been received by us. Items lost in transit will not be treated as returned.

REFUNDS

Once we receive your item, it will be inspected. If your return is approved, we will notify you and a refund will be initiated via your original method of payment. 

You will receive a credit back into your account within 7-10 days, depending on your card issuer’s policies.  This is something we have absolutely no control over, it is a banking process.  So whilst you will receive an email from us to say you have been refunded, the funds will not reach your account for up to 7-10 days after that email.

Please note we cannot be held accountable for clothes have been washed incorrectly. We always advise washing at a maximum of 30 degrees with no conditioner in the detergent, and drying naturally and not in a tumble dryer.

EXCHANGES

If you wish to return an item and exchange it for something else, you will need to return the item (see above) with a note giving an exact description of the item you would like instead, and a size option if appropriate.  We will send you the exchange item same day if in stock, and there will be no charge for postage.

RETURN SHIPPING

You will be responsible for paying for your own shipping costs for your return. Please  return your order to us by Royal Mail Second Class Signed For (there is no need to send back First Class or Special Delivery which is very expensive) and keep a proof of postage. Failure to return by this method will result in us being unable to refund in the event of it going missing.

If you have any questions or would like more information, please email mandalaymoon@hotmail.com.

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