Refund policy

We want you to love your order. If something isn't right, here is how returns, exchanges and refunds work.

Change of mind and sizing

You have 30 days after receiving your item to request a return or exchange if you've changed your mind or ordered the wrong size. Please check our size charts before ordering.

For these returns, we offer an exchange for a different size (subject to availability) or store credit for the value of the item. We do not offer cash refunds for change of mind or sizing.

To be eligible, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging.

Return postage is the customer's responsibility. Please use a trackable service. If we send out an exchange, a shipping fee may apply.

Store credit is issued as a gift card or discount code for the item's value (excluding shipping) within 5 business days of us receiving and inspecting your return, and is valid for 12 months.

Delivery times and cancellations

Delivery times are estimates, as set out in our Shipping Policy. Orders take 1 to 7 business days to prepare and usually arrive within 2 to 4 weeks of ordering, and some can take longer.

Complaints, returns or refund requests made because an order hasn’t arrived by a date the customer expected, while it is still within our estimated delivery times, are not valid grounds for a refund or return. Please allow the full estimated timeframe before contacting us.

If you’d like to cancel, contact us before your order ships and we’ll cancel and refund it where we can. Once it has shipped, it can’t be cancelled.

If your order hasn’t arrived 30 business days after dispatch, or tracking hasn’t updated for 10 days, please contact us and we’ll arrange a replacement or refund. Nothing in this policy limits your rights under the Australian Consumer Law or other consumer laws that apply to you.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as possible, ideally within 7 days, if the item is damaged, faulty, not as described, or if you received the wrong item. Please include your order number and clear photos.

In these cases, we'll offer a replacement or a refund, whichever you prefer. Once you have sent the item back with a trackable method and shared your proof of postage, we'll reimburse reasonable return postage costs up to $15 USD (or the equivalent in your local currency).

Nothing in this policy limits your rights under the Australian Consumer Law or other consumer laws that apply to you.

How to start a return

Email us at moonwalkcostumes@gmail.com with your order number and the reason for your return. If it is accepted, we'll send you the return address and instructions. Items sent to us without first requesting a return will not be accepted.

Please contact us before opening a dispute with your bank or card provider. We're happy to help and can usually resolve things faster.

Non-returnable items

For hygiene and production reasons, the following cannot be returned for change of mind or sizing: gloves, socks, and custom or made-to-order items (including personalised and print-on-demand products). Sale items and gift cards are also not eligible for change-of-mind returns.

If a made-to-order item arrives damaged, faulty or incorrect, please contact us and we'll make it right.

Exchanges

To exchange an item, contact us first so we can confirm your size is available. Once your return is received and approved, we'll send out the new size. If the size you want is unavailable, we'll issue store credit instead.

European Union 14 day cooling off period

If your order is shipped into the European Union, you have the right to cancel or return it within 14 days of receiving it, for any reason and without justification. As above, the item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. In this case you will receive a refund to your original payment method.

Refunds

Where a refund applies (for damaged, faulty, incorrect or not-as-described items, or under the EU cooling-off period), we'll notify you once we've received and inspected your return, or reviewed your photos. If approved, you'll be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we've approved your refund, please contact us at moonwalkcostumes@gmail.com.