Return policy

We are extending the free return and exchange policy to 30 days from the date you receive items purchased online. Please note that Final-Sale, Buy-Together, Add-On, and Gift items are excluded from this policy. For Buy-Together items, the main product (the product with its original full price) can only be exchanged, ancillary products (the products with the discounted price) can be returned or exchanged. To be eligible for returns or exchanges, items must be unworn, unwashed, unaltered, and include all original tags and packaging. Kindly note that the original shipping cost and any insurance fees are non-refundable.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Please be aware that any return made to an address other than the one provided by MOAURA, or to the address on the original shipping package, cannot be received by us and will not be eligible for a refund or exchange.

If you have mistakenly sent the wrong item to MOAURA please reach out to our support team at support@moaura.com promptly. Please be aware that we cannot guarantee the retrieval of your item, and no compensation will be provided for incorrect items sent to MOAURA

How do I return an item?

• Step 1：Submit a request on the return portal page.
• Step 2：Our support team will follow up with you on your return request.
• Step 3：Prepare your package.
• Step 4Deliver your package.

Free returns and exchanges are supported in certain countries. For customers from the United States, the United Kingdom, Canada, Australia, and Germany, we'll mail you a prepaid return label once your return request is approved. Please note that in some cases, certain remote areas within these countries might not be covered due to technical limitations. If you are in another country, or if you have any questions, please contact us at support@moaura.com.

If you want to initiate after-sales service but the order status is 'Not Delivered,' which prevents you from initiating after-sales service, I suggest you log in to your account and click on 'CONFIRM DELIVERY' on the My Order page before proceeding with initiating after-sales service.