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Return Policy

⏸Cancellation

To cancel your order, please visit: https://mooslover.com/a/return/page

We only accept order cancellation before order is shipped. Payment will be returned to your original payment method within 1-3 business days after your order is successfully cancelled. The duration depends on your bank. (Please note that processing might be delayed during holidays.)

We will process your request in 24hrs during work days after you raise the cancellation. 

🔄Exchanges

To file an exchange please visit: https://mooslover.com/a/return/page

You will be guided through the steps online. Just make sure to have your order number (2SY-XXXXX) and the email you used to make your purchase handy. 

 

- We offer free exchange for wrong/missing item and damaged item. 

- Customers have 30 days from the fulfillment date to file an exchange.

- A $5 shipping fee and 10-15% exchange fee will be charged when you choose to keep the original item. 

- If you don't want to keep the item(s), please return to our warehouse. Our customer service team will guide you through instruction.

- An exchange with more than 3 items (including 3) will not be processed.

📸 Please takes some pictures as below:

🚫Returns & Refund

To return your item(s) for a refund please visit https://mooslover.com/a/return/page

You will be guided through the steps online. Just make sure to have your order number (2SY-XXXXX) and the email you used to make your purchase handy. 

 

- Customers have 30 days from the fulfillment date to return the item(s) for a refund.

- A 10% restocking fee (calculated by paid price) will be deducted from the refund amount when the items in your RMA order are ≥ 3 or value ≥$100

- RMAs with items more than 5 will not be processed.

- You can choose to receive the refund with the original payment account or Mooslover Giftcard. A 5% reward will be added to your giftcard if you choose the Mooslover Giftcard.

- Return shipping fee will be refunded to your Gift Card (UK/US only).

- Please note that we can only process the refunds which belong to the RMA request. Please DO NOT send any other items which do not match your RMA order.

- Please DO send the items back to us in the next 7 days. Otherwise , our returns department has the right to deny your return.

 

 

📸 Please takes some pictures as below:

✅Garment Requirements 

In order for your return to be accepted, the item(s) must satisfy all of the following requirements: 

- Returned items must be unused, unworn, unwashed, and free of any odors 

- All tags must be attached and have no signs of being tampered with or reattached 

- Swimwear can only be returned with the hygiene seal still intact and has not been removed.

- Lingeries are unreturnable.

There are NO EXCEPTIONS to the requirements previously stated. Our returns department has the right to deny any return that does not meet the following conditions. In the case that a return is denied, no credit or exchange will be issued and the customer will be asked to cover the return fee. 

 

 

 

❗❗ Please pay attention to the email after you make a return request. Please send the item(s) back in the next 7 days when your return process approved.
Also , please send the information below to us via chatbox or email so that we can process your refund:
- Warehouse that you return to:
- Shipping carrier that you use:
-Tracking number of the return package:
- RMA number of your return request(RMAxxxxxx):

 

 

❌Final Sale Items 

- Giftcard, exchanged product(s) are not eligible to be returned or exchanged.

- All items identified with a sale tag or are clarified as FINAL SALE in the description are not eligible to be returned or exchanged. If one of these items is returned, we will not be able to process them. 

- Shipping fee is non-refundable

 

Please double-check your return before shipping them out. We are not responsible for the return of non-Mooslover products.

The original shipping fee is non-refundable.

Customers will be able to submit one RMA per order.

 

 

Returns For Tiktok Shop Orders

lf your product(s) meets the conditions of our return policy stated, then you can return it for free at a designated location, by selecting a "drop-off" return option. TikTok Shop will provide you with a pre-paid label and a label-less QR code for your return. 

To reach the Tiktok Shop service team, please send email to: support@mooslover.com with your TikTok shop order number. Or you can follow the steps below:

 

 

If you have further inquiry, please feel free to Contact Us for further assistance.