For any reason, customer can return the order, entirely or partially. Items can be returned for a size/color exchange or for refund within 14 working days from delivery of the parcel. Items must be returned in the same original conditions, neatly packed and with the return tag still attached.

If customers wish to return an item, please contact Customer Service at info@tothemoonstudio.com

Customer can choose between the following options of compensation:

COLOR OR SIZE EXCHANGE

Items can be exchanged for the same model in a different size or color, if available. Exchange with different items will not be accepted. The new exchanged item can be returned following the same procedure.

REFUND

In case customer requests the refund of the item(s)  returned, credit note will be issued the same day the parcel is returned to our warehouse, and only after the quality check on the item(s).

Refund is made on the same currency of the original order. Possible difference in the refunded amount may depend on variations of the currency exchange rate and will not be refunded.

TERMS AND CONDITIONS OF RETURN

Customer is kindly invited to carefully follow the return policy of TOTHEMOONSTUDIO.COM, briefly summed up below.

Item(s) can be returned only for the following reasons: color and or size exchange.

Item(s) must be returned in its(their) original conditions, neatly packed and with the return tag still attached.

The returned item(s) should have not been worn, washed or altered.

Item(s) must be returned with its (their) original tag, wrapping and other accessories (dustbag and covers, etc.) received in the box. Shoes and accessories must be returned in their original packaging that should not be damaged or altered or used as the packing box for shipment.

In case of defective item, or incorrect item following a mistake attributed to TOTHEMOONSTUDIO.COM, customer is kindly asked to follow the same return instructions. Also, customer is asked to attach detailed pictures proving the defect or the mistake. In these cases, shipping costs and duty and tax fees will be at the expense of TOTHEMOONSTUDIO.COM.

Returns will have to be packed in the same box sent by TOTHEMOONSTUDIO.COM, and should have a copy of the invoice inside.

Shipping costs on the items to be returned are at the customer’s expense.

Any duty and tax related to the import of the box are always at the customer’s expense.

Return authorized by TOTHEMOONSTUDIO.COM must be shipped from the same shipping country TOTHEMOONSTUDIO.COM sent the parcel to.

TOTHEMOONSTUDIO.COM reserves the right to refuse returns that have not been properly authorized or sent not in accordance with the return policy of TOTHEMOONSTUDIO.COM. In these cases, TOTHEMOONSTUDIO.COM can return the box to the sender at the original shipping address. In case TOTHEMOONSTUDIO.COM accepts returns that were not authorized or not in compliance, TOTHEMOONSTUDIO.COM can withhold the 10% of the value of the returned item from the refund.

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CUSTOMER SERVICE
INFO@TOTHEMOONSTUDIO.COM

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