Returns & Exchanges

Effective October 9, 2026.

Standard, non-personalized products

Contact desk@moonstorenyc.com within 30 days of delivery to request a return or size exchange. Include your order number and the item involved. Items must be unused, unworn and unwashed, with their original tags and packaging where supplied. Trying an item on indoors to check its fit is fine.

For an ordinary return or size exchange, you pay the return shipping cost. Original outbound shipping is not refundable unless we made an error or the item was faulty. We do not charge a restocking fee. Exchanges depend on stock availability; if the replacement is unavailable, we will refund the eligible returned item.

Personalized and made-to-order products

Products printed with your uploaded artwork, chosen text or a design made specifically for your order cannot be returned or exchanged for a change of mind, a customer-selected size, or an approved spelling or layout choice once production starts. Please check the size guide, garment color, spelling and artwork placement before ordering.

This restriction does not apply to damaged, defective or incorrect items, including an error in printing your approved design. It does not limit any rights you have under applicable law.

Damaged, defective or incorrect items

Email us as soon as you notice a problem, ideally within 7 days of delivery, with your order number and photographs of the item and packaging. This requested reporting period does not remove your statutory rights. We will arrange an appropriate replacement or refund and cover reasonable return shipping when the problem is our responsibility. Please keep the item until we provide instructions.

How to return an item

Contact us before sending anything back. We will provide the correct return address and instructions by email. Do not send returns to a manufacturer or to a kiosk. Use a tracked service and keep proof of postage.

Refunds

After receiving and inspecting an eligible return, we will email you the outcome and issue an approved refund to the original payment method within 5 business days. Your bank or payment provider may need additional processing time. For a cash payment, we will agree on a suitable refund method with you.

Cancellations and changes

Email us promptly if you need to cancel or change an order. Standard orders can be cancelled before shipment. Personalized orders can be changed or cancelled before production starts; once production begins, the personalized-product restrictions above apply.

Questions? Contact MoonStore NYC. Please also read our Terms and Conditions and Privacy Policy.