Cancellation, Return and Refund
Cancelling your order
You can cancel your order for free as long as it is not yet shipped. We will offer your order to the next customer on the waitlist. Simply send us an email via email@example.com with your order number. If it has been shipped, you will need to follow the return procedures below.
How To Return
MOYA London has a 14-day return policy: you have 14 days from when your order is delivered to ship it back to our return centre for a refund or exchange.
Any claim regarding the delivery of Product(s) must be submitted in 14 days following receipt of the Product(s). The customer must contact the customer service beforehand via firstname.lastname@example.org to obtain a “Return Authorisation”.
Once you have received the return authorisation for your order, you can return the product(s) back to us. No parcel shall be accepted without a return authorisation.
Our Return Policy
The merchandise must be returned in the same condition in which it was shipped to receive a refund. This includes the original packaging and the box it came in. MOYA London boxes should not be used as the actual shipping box.
Please note, original and return shipping fees will not be credited back upon return unless your return is due to a manufacturing fault with the product. Please make sure your items are returned new, unused and with all MOYA London tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to you.
Returns that have been worn, used, altered or damaged will not be accepted and may be sent back to you and/or a refund refused. Any parcel returned after the prescribed timeframe shall be refused and returned to the sender. No parcel returned as cash on delivery shipping shall be accepted, whatever the reason. The costs and risks pertaining to the return of product(s) are borne by the sender.
MOYA London is not responsible for the refund of any import tax/duty that your order may have incurred for returned items. MOYA London cannot be held responsible in the event of loss, theft or damage of the returned parcel. Returned parcels without any information to identify the order (e.g. customer name, email or order number) may be refused.
The Return Address
All orders must be returned to the specific distribution centres depending on your location. This address will be provided to you in the "Return Authorisation" email sent to you after your return request. Failure of returning to the correct address may incur extra fees, cause delays in issuing refund or in some cases rejection to the return request.
After receiving the returned product, refunds will be credited to your original method of payment.
Please allow up to 7 business days for your refund or exchange to be processed. You will receive a confirmation by e-mail when your return or exchange is complete.
No price adjustments for prior purchases.
Exchange is not always available because we don’t keep stock. We only produce according to the pre-ordered volume and rarely have extra products available. If you would like to discuss this, please contact customer services at: email@example.com