Refund policy

Refund policy

LAST UPDATED: SEPTEMBER 15, 2026

We want you to be satisfied with your purchase. If your item doesn't meet your expectations, you may request a return within 30 days of receiving your order.

1. Eligibility for Returns

Items must be:

  • Unworn and unused
  • In the same condition as received
  • With all original tags attached
  • In original packaging (where applicable)

A proof of purchase is required. Returns sent without contacting us first cannot be accepted.

2. How to Start a Return

To start a return, please email us at support@kateandmoon.com with:

  • Your order number
  • The item(s) you want to return
  • A short explanation
  • Photos if the item is damaged or incorrect

After approval, we will provide:

  • Return confirmation
  • Return address: Contact Name: Wang Maoqin Address: Lane 1177, Jianlan Road, Meixu Street, Yinzhou District City: Ningbo — Zip code: 315100 Province: Zhejiang — Country: China
  • Shipping instructions

Please note: Do not send items before receiving confirmation.

3. Return Shipping Costs

a) Wrong size, fit, or change of mind:

A detailed size chart is provided on every product page. Customers are responsible for selecting the correct size before placing an order.

If a return is requested because the customer selected the wrong size — and our size chart was available at the time of purchase — we reserve the right to:

  • Decline the return request entirely, or
  • Accept the return only if the customer covers the full cost of return shipping

No prepaid return labels are provided in these cases. We recommend using a tracked shipping service. If a return shipment is lost or delayed, please contact the carrier directly.

By completing a purchase, the customer confirms they have reviewed all available sizing information and accept responsibility for their size selection.

b) Damaged, defective, or incorrect items:

If the item you received is damaged, defective, or not what you ordered, please contact us at support@kateandmoon.com. We will cover return shipping costs and provide further instructions.

4. Refunds

Once we receive and inspect your return:

  • Approved refunds are issued to the original payment method
  • Refunds are processed within 7 days after receipt of the returned item
  • Banks or payment providers may take additional time to finalize the refund
  • In some cases, we may offer store credit as an alternative to a refund

Original shipping costs are non-refundable, unless the return is due to our error.

5. Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us immediately at support@kateandmoon.com with:

  • Your order number
  • A description of the issue
  • Clear photos

We will offer an appropriate solution (replacement, refund, or store credit).

6. Non-Returnable Items

We cannot accept returns for:

  • Worn, washed, altered, or damaged items
  • Items without original tags or packaging

(Unless otherwise required by law.)

7. Exchanges

We do not offer direct exchanges. If you need a different size or color:

  1. Request a return for the original item
  2. Place a new order for the replacement

8. Your Rights

Nothing in this policy affects your statutory consumer rights.

Kate and Moon

Email: support@kateandmoon.com
Phone: +44 20 3807 2095

We aim to reply within 12–24 hours on business days.