Refund policy
At LadyOfTheMoon we want you to be completely happy with your purchase.
You have 30 days from receiving your order to request a return.
To be eligible for a return, your item must be unworn, unused, with its tags attached and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, you can contact us at:
Email: support@ladyofthemoon.be
If your return is approved, we will send you instructions on how and where to send your parcel. Items sent back without first requesting a return will not be accepted.
Damage and issues
Please check your order when it arrives. If your item is defective or damaged, or if you received the wrong item, contact us immediately so that we can assess the problem and resolve it as quickly as possible.
Items that cannot be returned
Certain types of items cannot be returned, such as:
- Personalised or made-to-order products
- Perishable goods
- Gift cards
If you are unsure whether your item is eligible for a return, please contact us.
Exchanges
The fastest way to receive a different item is to return the original item first. Once the return has been accepted, you can place a new order for the replacement item.
Returns
Customers are responsible for the cost of sending a product back to our warehouse. Any customs or administration charges incurred when returning an item are also at your own expense. We always recommend sending your return with tracking to prevent loss.
Would you like to return a product? Contact us for the return address and further instructions.
Refunds
Once we have received and inspected your return, we will let you know whether your refund has been approved.
If it is approved, the amount will be refunded to your original payment method within 10 working days.
Please note that it may take some extra time for your bank or credit card company to process the refund.
If more than 15 working days have passed since your refund was approved, please contact us at:
Contact details
Store name: LadyOfTheMoon BE
Legal entity: Thermohaus
Business address:
128 City Road
London
EC1V 2NX
Company number:
16758907
Call us:
+32460247348
Customer service hours
Monday to Friday | 09:00 – 17:00 (GMT+1)
Weekends | 11:00 – 16:00 (GMT+1)
We aim to respond within 24 hours.