Return Policy

15 Days Return Policy

 

Returned items must be in their original packaging with tags still attached and in resalable condition. Must be unworn, unwashed with no stains or odors and in the same condition that it was received. The following items are non-returnable: swimwear, home decor, jewelry, hats, shoes, bags and items marked as final sale.

 

Easy Returns

Returns from the following countries are supported by our Return Portal. 

United States, Canada, Mexico, Australia, United Kingdom, Portugal, Spain, France, Italy, Belgium, Germany, Netherlands, Switzerland, Czech Republic, Poland, Ukraine, Russia, Japan, Israel, Saudi Arabia, United Arab Emirates.

The return portal is a smart logistics system and in accordance with our return policy it will only accept return requests made within 15 days from the date your order was marked as delivered by the carrier/post office/courier. 

Once your return is approved, you will receive an email with your return label. Returns must be received by the warehouse no later than 10 days after your return label was emailed to you. Make sure to ship back your return right away or your return will be rejected.

Start your return process by clicking here >> Return Portal <<

The return portal can also be found in the footer menu of our website. You will need your order number and email address to get started.

Exchange of faulty or wrong product

In the case of faulty, damaged or incorrectly supplied product, we may offer you a substitute or a replacement, or we will give you a full refund to the original form of payment. In any case you must return the faulty, damaged or incorrect products to us. You have 5 days to let us know of the problem. Email us at info@lovejanellemoon.com

We will send you a return label which is valid for 10 days. Your return must be received by the warehouse within 10 days from the date the label is emailed to you. If you do not ship back your return on time, we reserve the right to reject it. You must adhere to the return/refund policy.

Lost Packages

If you did not receive your shipment you must submit a 'missing package claim' with the post office or shipping company. They will provide a claim letter which you must forward to us by email to get a refund.

 

Refund

Once your return is received it may take the warehouse 2-10 days to inspect the item and issue the refund as requested on the return portal.

There are certain situations when a refund will be denied or only a store credit in the form of e-gift card will be granted.  For example, items not returned in time or items not in their original condition, damaged or missing parts for reasons not due to our error, items for which you do not submit photos of.  Our warehouse will inspect all items and make a decision. 

Order shipping costs are non-refundable.

If you did not receive your package you must submit a 'missing package claim' with the post office or shipping company. They will provide a claim letter which you must forward to us by email to get a refund.

If you need further assistance please get in contact with us.

info@lovejanellemoon.com