Exchanges and returns
We do not accept exchanges or returns for products with stains, tears, or signs of wear. Be sure to try it on with underwear.
Term
- You can request a size exchange or refund within 15 calendar days of receiving your order.
- Once you have submitted your request, you must send the package within a maximum of 5 calendar days . If it is not sent within this period, the request may be cancelled .
Cost
Free exchange or return at our physical store in Seville .
RETURN :
- €4.90 (Peninsula Spain and Portugal)
- €6.50 (Balearic Islands).
SIZE EXCHANGE:
- €3.90 (Peninsula Spain and Portugal)
Original shipping costs are non-refundable.
Important
- Only size changes are allowed, not model changes.
- We cannot guarantee the availability of the requested size if the product is out of stock when we receive your returned item.
- Products with a special or discounted price cannot be exchanged for different sizes .
How to request an exchange or refund?
- Access our exchanges and returns portal .
- Enter your order number and email address .
- Select whether you want a refund or a size exchange and follow the steps.
- Upon completion, you will receive an email with the shipping label and instructions.
- Prepare the package and send it within a maximum of 5 calendar days from the request.
📦 Very important
For an exchange or return to be accepted:
- The garment must be clean and show no signs of use .
- It must be returned with all the packaging received with the product, otherwise it will be deducted from the amount.
If the garment does not meet these conditions, the exchange or return will not be accepted and it will be returned to the sender.
- We cannot guarantee the availability of the requested size.
- We will not send the new garment until we receive the one you want to exchange. Therefore, we recommend that you send it as soon as possible, as it may sell out during that time.
- If the size is not available, Customer Service will offer you an alternative or a refund.
Orders shipped to the Balearic Islands, Canary Islands and the rest of the world do not allow size exchanges, only returns.
If your order has been shipped outside of Spain or to the Canary Islands, the return process is different:
- The customer must ship the order at their own expense.
- Before sending the package, it is essential that you write to us at pedidos@tothemoon.es.
- We will indicate how to proceed and to which address to send the order.
Do not send any packages without contacting us first, as we will not be able to process the return correctly.
HELP
If you have any questions or need further assistance, please contact us via the website chat or email us at pedidos@tothemoon.es