RETURN & REFUND POLICY
We accept exchanges within 10 days from the receipt of the merchandise.
Kindly note that we can only exchange an item for the same article in a difference size.
The new size will be dispatched as soon as we have received the article that is to be exchanged.
Please note that we can only accept exchanges from the country which the shipment was sent to.
We cannot offer exchanges or returns of merchandise that require cites documentation to travel.
In order to start the exchange or refund process the customers can contact MOTH STUDIO’S the customer care team via email at moth@mothstudio.store. Stating the order number, reason for return and whether it’s a request for product exchange or a refund. The customer will then receive an email with a return authorization number that is needed to fill out the return tag which must be sent back with the item/s in question.
The customers can also give his phone contact in order to be contacted by the moth@mothstudio.store team as soon as possible.
Once we receive your item, we will inspect it and notify you that we have received your returned item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.
Please follow the instructions given by the customer care team while sending your return back to MOTH STUDIO avoiding any discrepancy. Items that will not match MOTH STUDIO return policy will be not take into consideration and sent back to the customer at his own cost.
The returned items must be sent back in their original packaging together with all the materials received with the items (bags, wrapping, etc.). The items must be unharmed, worn or altered and must have all original security seals still attached. The Moth Studio’s packaging must not be used as the external parcel for the shipment. Swimwear must sent back with the hygienic strip still in place or it will not be accepted.
If the item does not fit these requirements the item will not be accepted and will be sent back to the customer at their own cost.
Exchanges for different items are not accepted. An item can only be exchanged once.
All return shipping, import and customs fees are at the sole responsibility of the customer. These fees will be deducted from the final refund and will not be reimbursed.
Estimated cost of potential import and customs fees will be up to 30% of the value of the returned goods estimated shipping fees will be calculated and communicated via mail once we receive the return request all above costs will be paid by the customer.
Please notice the following items are not returnable: limited edition perfume and the limited edition box set. Socks, face masks and briefs. Swimwear’s have been tried on direct skin.
Gift returns will be credited to the original account that purchased the items.
Sale items and items with reduced prices follow the same regulation as full price items.
All products are checked at the warehouse for any faults. However, if a customer receives an item not in the original state please contact moth@mothstudio.store
Please contact moth@mothstudio.store for any further information.