Refund policy

At Moonland, each piece is created with exacting standards of craftsmanship. We hope every garment will bring you enduring satisfaction. Should you wish to return an item, we provide a 14-day return window for eligible ready-to-wear pieces, alongside the statutory rights that apply under European and Swiss law.

1. Eligibility

Eligible ready-to-wear pieces may be returned within 14 days of delivery. Items must be returned in their original condition, unworn, with all tags attached and accompanied by the original packaging.

You are welcome to try the piece to assess its fit and feel. Any signs of wear, alteration, or extended use may affect return eligibility.

Sale items are returnable only where required by law or where explicitly stated at the time of purchase. Gift cards are non-refundable.

2. Customized Creations

Special orders, including bespoke, made-to-measure, or otherwise personalized pieces are considered final sale and not eligible for change-of-mind returns. These items are not eligible for change-of-mind returns. 

All such creations remain fully covered by the applicable legal guarantees in the event of a defect or lack of conformity.

3. Initiating a Return

Returns are initiated directly from your Moonland account. Within the applicable return window, please select the relevant order, choose the item or items you wish to return, and submit a return request.

Each request is reviewed with care. Once approved, you will receive an email containing detailed return instructions and, where applicable, a return shipping label.

4. Initiating a Return

If an item arrives defective, damaged, or not in accordance with your order, please notify us without delay. In accordance with Swiss consumer law, you are entitled to appropriate remedies, including repair or replacement at no cost.

If such remedies prove impossible or unsuccessful within a reasonable timeframe, you may request a price reduction or a refund. Moonland will bear all reasonable shipping and handling costs associated with resolving such matters.

5. Refund Process

Once a returned item has been received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method used at checkout.

For commercial returns, refunds are typically processed within 10 business days of receipt. Please note that additional time may be required by banking institutions before funds appear in your account.

If you do not receive your refund within 15 business days of our confirmation, please contact us at returns@houseofmoonland.com.

6. Switzerland

Swiss law does not provide a general right of withdrawal for distance sales. The 14-day return period offered for eligible ready-to-wear pieces therefore constitutes a voluntary commercial policy.

All statutory rights relating to defects, non-conformity, or warranty claims remain fully applicable.

7. Contact

For any questions or assistance regarding returns and refunds, please contact us at returns@houseofmoonland.com.