Refund policy

We all love the products we sell, but if you find your order isn't quite what you expected, you can return or exchange it. Please note for hygiene reasons, we do not accept returns or exchanges on the following items, unless faulty:
• Opened toiletries ( where the seal is broken)
• Perfume & Nail varnish
• Earrings
• Intimates: thongs / briefs & face masks

Return Process - Full priced items 

There is a returns form with your order, which needs to be completed and sent with your returned items.

Please send your unwanted items making sure they are unused as new, in their original packaging with all swing tags still attached to:  

Moonflower

55 High Street, Stroud, Gloucestershire, GL5 1AS

There is a return address on your order form that you can use, but you’ll need to pay the return postage fee. We recommend using a tracked delivery service for the return, as we cannot be liable for items lost in the post.

When we have received your unwanted items your order will be refunded to your original method of payment within 5-10 working days.

Return Process - Discounted sale items

If you purchased sale items online for home delivery and wish to return them, please do this within 14 working days with the returns form filled out and make sure items are unused, in their original packaging with all tags still attached.

All "collect in store" sale purchases need to be collected and/or returned within a 7 day period to qualify for a full refund. No other returns outside of this time frame will be accepted.

Exchange Process

If you wish to exchange an item for a different size, please return your order ensuring that the relevant section is completed on the reverse of the order form.

We will send the alternative size when we have received your return. Unfortunately we are unable to reserve stock for exchanges. If the requested alternative size is unavailable, we will contact you and process a refund.

Order Cancellation

Please note, that an order can not be cancelled once it has been placed. Please follow the returns process outlined above to receive a refund ensuring the unwanted items are returned within 30 working days or 14 working days for Sale items. Please call the store on 01453 759297 if you have any further questions regarding the returns or exchange process. 

Discount Codes

If you forget to enter a valid discount code at the checkout, sadly we are unable to refund you the difference retrospectively.

In Shop Exchange Policy

Please note that we are happy to offer an exchange or credit note on all full price purchases if returned within 14 days, in perfect condition with your till receipt. We do not offer an exchange against sale or discontinued items. 
Credit notes are valid for six months from the date of issue. 
We do not offer refunds in store, unless goods are faulty.

Faulty Items

We try to ensure we source products of the highest standards from trusted suppliers, however sometimes an item may have a flaw that has slipped through the quality process. .

If you find that your order is faulty or damaged in any way, just give us a call and we'll sort it out as quickly as we can.