Return & Refund Policy
Everyone at victoriasmoon.uk is committed to making sure our customers’ maximum satisfaction. We aim to offer services that benefit all our customers. We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return & refund policy below, we will do our best to assist you.
What if I want to cancel the order?
If you wish to cancel your order, please contact us within 24 hours after placing it,then full refund will be credited to your original payment method.Otherwise,the factory may have started making the product or we may have shipped already.If the factory has started making the product,we also need to pay for the cost though it’s not finished.If it has been shipped, we have no way to retrieve the item unless you wait for its delivery and return it!
What if I just want to amend my order?
If you want to amend your order,please contact us in 24 hours. We will make the change for you for free and you do not need to cancel the order.We process orders very quickly so that we can get your order to you as fast as possible.Please check carefully about your order content and shipping information.
What if I just want to return for refund/exchange?
Items that can be returned/refunded or exchanged within 30 days of receiving must follow the criteria as below:
- Faulty items damaged or broken.
- Fault items received including incorrect design,size or color.
For such unfortunate situations happen to you,please contact us with pictures to show us the problem.Full refund will be credit to your original payment method.
Items that can be returned/refunded or exchanged within 14 days of receiving must follow the criteria as below:
- Items have not met your expectation.
- Items are unused.
Note: in this situation, we will not be responsible for the return shipping cost.
For items with no quality issue, please ensure the returned items are unused and in the original packing. All return requests must be authorized by our customer service team before shipping to our returned address. Our team will not be able to process any returned items without the authorization code.
Can I return the custom order?
Customer products are not eligible for any returns,exchanges or refund if there is no quality issue.If the custom products get damaged or broken in transit, or you receive fault custom products,please contact us asking for remaking.
What if I only receive parts of the orders or something are missing?
We ship our items from multiple locations overseas, so orders with multiple items or multiple orders may arrive separately and at slightly different times. Please kindly wait for them patiently. They will come to you one after another.When you receive the packages,please check if the packages are undamaged and there is something missing. If you only receive parts of the orders or something are missing,please contact us soon so that we can check and resend to you immediately.
Late or missing refunds
If you haven’t received a refund, please get in touch with your bank or credit card company. It may take several business days for processing time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Sales@victoriasmoon.uk.