Refund Policy

PRODUCT RETURNS

In accordance with the Consumer Code, you may return any product ordered on our website within fourteen (14) calendar days of receipt of the order by you or by a third party designated by you; the date shown on the carrier's receipt shall be deemed authoritative.

Before returning an item, please make sure that your return complies with all our return terms and conditions.

France and EU countries: You can submit your return request online via our returns portal by completing the dedicated form: 👉 HERE 👈

Here are the fixed return fees by country:

France: €5,90
Spain, Portugal: €8,90
Belgium, Germany, Luxembourg, Netherlands: 7,90€
Italy: €9.50
Ireland, Austria: €9,90
Hungary, Poland, Czech Republic, Slovakia, Slovenia, Estonia, Latvia, Lithuania, Sweden: €10.50
Greece, Finland, Croatia, Malta, Romania: €13.50

OTHER COUNTRIES: If your country is not supported by our online returns portal, please download and complete l the withdrawal form and return the item at your own expense using your own means to the following address:

SAS BENAGA

4 avenue de Strasbourg

68350 Didenheim

All returned products will be inspected:

Only new product(s) in their original packaging, accompanied by any accessories, instructions, documentation or labels, may be returned within fourteen (14) days of receipt of the order.

- The returned product must be complete, in its original packaging, and intact, right side out and in perfect condition for resale. Any product that has been damaged, washed, worn, scented, or whose packaging has been damaged will not be refunded or exchanged.

- Shoes must be returned in their original box, with both the soles and the box intact. Under no circumstances should the shoe box be used as the shipping box for the return; it must be protected and intact to ensure the product can be resold.

Please note that Hello Moon Shop will not accept returns of products made to the consumer's specifications or products that cannot be returned for reasons of hygiene or health protection, such as underwear, socks, earrings, swimwear, hair accessories, hats, ear warmers, and balaclavas.

If your withdrawal meets these conditions, you will receive a refund or store credit, as you choose, for the price of the products, excluding shipping costs. For returns for a refund, return shipping costs are your responsibility at a fixed price of 5,90€ for France and will be deducted directly from your refund. If you choose to receive store credit, return shipping costs will be FREE.
If customs fees are charged when the parcel is received at our warehouse, these fees will be deducted from the amount of the refund or store credit issued, depending on the method of compensation chosen by the customer.

If you would like a different size/color, we invite you to withdraw from your order and place a new order. We do not offer exchanges.

For any questions or complaints, please contact us at the following email address: contact@hellomoon-shop.com