Q&As

Q: What if the parcel gets lost? 

A: If 15 days have passed since you handed over your parcel for return, and we haven't received your parcel, then you need to ask the carrier for an investigation into the missing returned parcel. We can only return 50% of the price of the returned items if the shipping company loses your package.

 

Q: What is the return policy?

A: Returns are NOT free for all orders and can be done in person (ambassador pickup) or by mail. The buyer responsible for return shipping costs. We are happy to offer a refund on items in brand new condition and with proof of purchase. Once you receive your items, the return must be made within 30 days from the delivery date. Keep in mind, 1) items must be returned in the same condition and amount as when it was received to get a full refund for your item; 2) returns will not be accepted if the tag or the protective cover is removed; 3) all items must be in the bag and shoes can be worn but must be in the box or shoes bag, accompanied by proof of purchase, and no damage to the outsole and leather surface; 4) underwear, tight shorts, face masks, water bottle, or items from our clearance/flash sale section are final sale and cannot be returned or exchanged.

 

Q: You mentioned item must be returned in the same condition, how to define “same condition”?

A:  The same condition means merchandise must be unwashed and unworn with the original hangtags attached. Shoes can be worn but must be in the box and there is no damage to the outsole and leather surface.

 

Q: Do all returned products are subject to inspection? 

A: Yes, we do. If the products are identified as cannot-be-sold, we will charge 50% of the price you paid for the returned item.

 

Q: Can I return the gift card I bought or given by a friend? 

A: Unfortunately, we do not accept gift card returns no matter if it is not used or has some money left on. 

 

Q: What should I do if I have a quality issue with my item?

A: We’d love to hear more about what’s happening with your product and do our best to let you have a brand new one. Please email us at MOODYFAIRYOFFICIAL@GMAIL.COM, we will handle your request and get back to you in 7 business days.

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Q: How to return?

A: Here are the steps you can follow.

1. Keep your order number and the shopping receipt we shipped with the products with you. 

2. Select the items you wish to return and the reason for the return.

3. Select your preferred return method and follow the steps to print your own label or create a paperless return.

4. We do not offer free return service due to various duties and customs policies.

5. Package your items in the original packaging (including the box and zippered pouch) and bring them to your chosen drop-off point.

6. After receiving your items, we'll refund your original payment method within 7-10 business days. We appreciate your patience.

7. Please also retain proof of postage so that you have a record of your return. Notes: 

• proof of payment must accompany the return.

• all products are subject to inspection.