Refund  & Shipping Policy

Refund Policy


We have a 60-day return policy, which means you have 60 days after receiving your item to request a return. Your products need to be received back by us no more than 75 days after you've received them (15 days after the end of the return window). 

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging. 

However, we understand that you need to test it first, so we also refund your first used period underwear, with the following conditions:

- Starter Period Underwear (One Panty)
If you have bought your first starter period underwear, and you're not convinced it has changed your periods, contact us at : client@chloeandmoona.com, and let us know and we will refund you it. You won't have to send us back the underwear.

- Pack of Multiple Period Underwear
If you have purchased a pack of multiple period underwear, and you're not convinced it has changed your periods, contact us at : client@chloeandmoona.com, and let us know and we will refund you  the FIRST used underwear. Return to us the other unused underwear to get a refund. 


Refunds for used Starter Period Underwear or Pack of Multiple Underwear are limited to the first purchase, with the same shipping/billing address.
Shipping Fees are not refundable. 


To start a return of an used period underwear, you can contact us at contact@chloeandmoona.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return may be not accepted.
Do NOT send us a used underwear. Returns for packages with a mix of used and new underwear will be automatically refused and the refund denied. 

You can always contact us for any return question at contact@chloeandmoona.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards. We also do not accept used panties.
Shipping Fees are not refundable.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping Policy

SHIPPING IN THE USA
We ship our packages with USPS First Class, from Florida. 

There is usually 1 day for processing (some hours sometimes) during the week. The delivery time is then between 2 and 7 Business days after shipping (starting the next business day), depending on your location.

Weather conditions may sometimes delay a delivery. Usually USPS will mention it in their tracking and we are not responsible for the delay.
Because of Covid19 USPS has also notified us that some packages may be delayed.



SHIPPING TO CANADA
We ship our packages with USPS First Class International

There is usually 1 day for processing (some hours sometimes) during the week. The delivery time is then between 2 and 3 Weeks.
The delivery may sometimes be longer mostly due to weather conditions.
Because of Covid19 USPS has also notified us that some packages may be delayed.

If you live in Canada, you can also select UPS as a Shipping Method.
UPS Standard delivers usually within a week.
UPS Saver usually delivers between 2-3 business days (starting when the package is picked up).
As with USPS, the delivery may sometimes be longer mostly due to weather conditions or other external conditions.

IMPORTANT: 
- During the shipping, you might be required to pay the GST, PST or HST. The tax is not always claimed, and happened most of the time during customs inspections.
These taxes are NOT refundable as we did not collect them and don't have any control on them. 
- Shipping fees are not refundable in case the package is delayed.


TRACKING
The tracking reference will be emailed to you when the product will be shipped. 


CHANGE OF ADDRESS
We can't change your shipping address once the order has been processed and shipped. We recommend you to contact your local USPS to know more about the forwarding mail service. https://www.usps.com/manage/forward.htm


SEPARATE SHIPMENTS
We do our best to only ship complete orders. However, in particular cases, your order can be split into 2 or more packages. The decision to ship in single or multiple packages is at our sole discretion.


DELAYS
We offer 30-days order protection. If you don’t receive your order within 30 days since it was shipped (marked as "In Transit" or "Not delivered" by USPS or UPS), we will send you a new package.


ORDER DELIVERED BUT YOU DON'T SEE IT

On some very rare occasions, you will receive an email saying that the order has been delivered, but you don't see it.

If you can’t find your package, we would recommend the following:
- Check within your mails or your mailbox. 
- Check with people living with you if anyone has taken it. It’s one of the most common reasons why a package can’t be found in the first place.
- Wait 2-3 more days. Sometimes a package is scanned as “delivered” whereas it has not been delivered yet.

If after these 2-3 Days you still don't have the package, please contact us at client@chloeandmoona.com

Important: We do not offer refunds for orders stated as "Delivered" by USPS or UPS. However, we will always try to find a solution for you.

 

RETURNED PACKAGE
- Shipping in the US or Canada with USPS
In case your order is returned by USPS for any reason, we will resend it to you once, free of charge. We usually contact you before doing it, to clear the issue.
In case the package is returned a second time by USPS, the order will be canceled and refunded. If you had shipping fees with your order, they will not be refunded. If shipping was Free, then $5.90 will be deducted from the refund to cover the shipping cost ($14.90 for orders to Canada).

- Package refused by the client or recipient
If a package is refused, for whatever reason, and returned to us, the order will be refunded deduction of your shipping fees, or $5.90 if shipping was free.

 - Shipping to Canada with UPS.
In case your order is returned by UPS for any reason, we will contact you to solve the issue. Initial shipping fees will not be refunded. We may resend the package again to you after paying new Shipping fees. 


SHIPPING FEES & REFUND.
Shipping fees are not refundable, whatever the reason is.
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