Return & Cancellation Policy

Moore Melbourne - Customer Care

At Moore Melbourne, our goal is to provide you with the best shopping experience. We understand that sometimes you may need to return, exchange, or cancel an item. Below is our detailed policy to assist you through the process.

Return Policy

We offer a 30-day return policy, which means you have 30 days from receiving your item to request a return, provided it meets the conditions outlined below.

To qualify for a return:

• Items must be in the same condition as when you received them (unworn, unwashed, undamaged).
• All original tags, labels, and packaging (if applicable) must be intact.
• Returns must be initiated within 30 days from receipt of the item.

How to initiate a return:

1. Email us at hello@moore-melbourne.com to start the return process.
2. Provide all necessary information, including a detailed description of the issue, along with clear photos showing the product's condition, tags/labels, and the issue at hand.
3. Once your request is reviewed and approved, we will provide the return address and further instructions. Important: Items returned without prior approval will not be accepted.

Return Process and Guidelines

• Return Period: 30 days from receipt of the item.
• Processing Time: Refunds will be processed within 10 business days after we receive and inspect your return.
• Costs: Customers are responsible for the return shipping costs, which are non-refundable. Please note that you will be returning the product to our warehouse in China.
• Shipping and Tracking:
• For your security, we recommend using a tracked and insured shipping method for your return.
• Please ensure the return is well-packaged to avoid damage during transit.

Important Notes:

• Returns must include all original parts, tags, and components, and be handled with reasonable care.
• Items must be returned undamaged, with tags still attached.
• Hygiene products must be thoroughly cleaned before returning.
• Custom or personalized orders cannot be returned or exchanged.
• Sale items must be returned in their original condition.
• Photos are required for all returns to improve our processes.

Exchanges

If you need a different size, color, or style, here’s how the exchange process works:

1. Contact Us First: Email us at hello@moore-melbourne.com to request an exchange.
• Include a detailed description of the issue.
• Attach clear photos or videos showing the problem.
2. Exchange Invoice: Once your request is approved, we will issue an invoice covering:
• Shipping fee for the exchange (based on your location).
• The cost of the new exchange item.
3. Replacement Processing: After you pay the invoice, we will process and ship the replacement item to you.

Important Notes:

• There's no need to return the original item—you may keep it.
• A shipping fee applies for exchanges based on your location.
• Photos are required for all exchanges as part of our process.

Refunds

After inspecting your return, we will notify you of whether the refund is approved or denied.

• Refund Timeline:
• Approved refunds will be issued to your original payment method within 10 business days.
• Processing times may vary depending on your bank or credit card company.
• If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at hello@moore-melbourne.com.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at hello@moore-melbourne.com with the following:

• Photos clearly showing the issue (e.g., damaged areas, incorrect item, tags, etc.).
• Your order details (order number, etc.).

Once reviewed and approved, we will process a replacement order free of charge, including the shipping fee.

Important Notes:

• Any damage or defects must be reported within 7 days of receiving the item.
• Reports made after 7 days will not be eligible for a return or refund, and the item will be considered outside of our return/refund policy.

Customer Remorse

If you accidentally purchased the wrong product or size, you may still return it; however, the return shipping costs will be your responsibility.

Cancellation Policy

You can cancel your order within 12 hours of placing it. If you need to cancel or make changes, please contact us within this timeframe.

• Full Refund: Orders canceled within 12 hours, or due to out-of-stock items or other reasons, will be refunded in full to your original payment method.
• Non-Cancellable Orders: After 12 hours or once the packaging and shipping process has begun, cancellations are no longer possible.
• If your order has already been shipped, please follow our return policy for further assistance.

Color Disclaimer

While we strive to ensure that product colors are as accurate as possible, slight color discrepancies may occur due to lighting, display settings, or monitor differences. We appreciate your understanding and patience in these cases.

Incorrect Shipping Address Disclaimer

Refunds cannot be issued if an incorrect or incomplete shipping address was provided at the time of placing the order. It is the customer’s responsibility to ensure that all details—including the email address, full name, shipping address, and contact number—are accurate and complete before placing the order.

If an incorrect address is identified after placing the order, please contact us immediately at hello@moore-melbourne.com. However, if the order has already been processed or shipped, we cannot make changes, and refunds will not be issued for undelivered packages resulting from address errors.

Size Disclaimer

At Moore Melbourne, we provide accurate sizing information to help you make the best choice.

• Responsibility for Selection: Moore Melbourne is not responsible for incorrect size selections made during the ordering process.
• Size Chart: A size chart is available on each product page for your reference. Please review it carefully before placing your order to ensure the item fits your needs.

Please note that every manufacturer uses different measurement standards, so allow for some slight discrepancies. We recommend taking your own measurements to cross-check the size chart, as sizing can vary slightly from manufacturer to manufacturer.

If you have any questions about sizing before purchasing, feel free to reach out to us at hello@moore-melbourne.com. Our support team is happy to assist you in choosing the right size.

Material/Fabric Disclaimer

We understand the importance of knowing about the material or fabric of the products you purchase.

• It is the customer’s responsibility to carefully review the product page for detailed information about the materials used in each item. Our product pages include specifics about the fabric, care instructions, and other relevant information.
• While we strive to provide accurate material descriptions, please be aware that colors, textures, and finishes may appear slightly different due to lighting, screen settings, or natural variations in manufacturing.
• Photos on the website may not fully represent the actual product due to these factors. We urge you not to solely rely on website photos when making a purchase.

If you have any questions or concerns about the material or fabric of an item, please don’t hesitate to contact us before making a purchase. We’re here to help you make an informed decision.

Note:

Our policies are always accessible via our website, ensuring full transparency for our valued customers. Additionally, the relevant links are clearly displayed during the checkout process for easy reference. By completing a purchase, customers acknowledge and agree to abide by the company’s policies as outlined.

Contact Us

If you have any questions or concerns, we are here to help:

• Email: hello@moore-melbourne.com
• Phone: +31611969710
• Address: Piet Bartenstraat 8, 5469HC, Erp, The Netherlands