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Returns & Exchanges

Our promise: If something isn’t a match, we’ll make it right.

1) Return Window

  • 30 days from delivery for most items.

2) What’s eligible

  • Unopened/unused products: Full refund to original payment.

  • Gently used skincare/body products (tried once or twice): 30-day store credit or exchange. (We get it—sometimes a scent or texture isn’t your vibe.)

  • Tools/accessories (non-consumables): Unused/like-new with all parts—refund; opened/used—store credit.

  • Damaged, defective, or wrong item received: Tell us within 7 days of delivery with photos—we’ll replace or refund and cover shipping.

  • Allergic reactions / sensitivities: Within 14 days, contact us with your order number and a brief note; we’ll offer an exchange or store credit. (We always recommend a small patch test first.)

3) What’s not eligible

  • Final Sale/clearance items, custom/personalized items, gift cards, and digital downloads.

  • Partial returns of bundles/sets: Must be returned as a full set unopened; if opened, we may deduct the value of missing/used items.

  • Items not purchased directly from Moonstone Body Shop: Please return to the original retailer.

4) How to start a return

  1. Email designsatmoonstone@gmail.com with your order #, the item(s), and the reason (photos for damage/defects help).

  2. We’ll reply with a Return Authorization (RMA) and instructions.

  3. Shipping:

    • If the return is due to our error/damage/defect, we cover it.

    • Otherwise, you can use your own label or request our flat-rate return label ($7.95)—we’ll deduct it from your refund/store credit.

  4. Please ship back within 14 days of receiving the RMA.

5) Refunds & timing

  • Refunds are issued 5–10 business days after we receive and inspect the return.

  • Original shipping charges are non-refundable unless the return is due to our error.

  • Refunds go to the original payment method; store credits issue as Moonstone e-gift.

6) Exchanges

  • Fastest method: start a return and place a new order for the replacement.

  • Or request an exchange in your email—we’ll convert your return to store credit as soon as it’s processed.

7) Gifts

  • With a gift receipt or order number, we’ll issue store credit to the recipient’s email.

8) International orders

  • We accept returns, but duties/taxes and original shipping aren’t refundable. Return shipping is the customer’s responsibility.

9) Quality & safety notes

  • Our products are handcrafted in small batches. Slight variations in color/texture are normal.

  • Please perform a patch test 24 hours before first use, especially if you have sensitive skin.

10) Abuse & fraud

  • We reserve the right to refuse returns or limit returns for excessive or suspected fraudulent activity.

Questions? designsatmoonstone@gmail.com