Return and exchange

To arrange an exchange or store credit, please login to your account to process. To confirm your returns order, our Customer Service team will email a Returns Reference Number (RRN). Exchanging for a different size is based on stock availability. If available, we can reserve stock for you, and ship the item as soon as we receive the returned original item. If the item is no longer in stock, we will provide you with a store credit. 

Exchanging for another style is also possible. Please return the item so it can be credited to your account and you may purchase the new item separately. Unfortunately, initial shipping, tax and duties’ costs cannot be credited.

HOW TO EXCHANGE ONLINE

Log into your account, find the original order and click on the link to CREATE A RETURN. If you have not created an account, please refer to your ORDER CONFIRMATION EMAIL and go to the link to CREATE A RETURN. (If you do not have an account or cannot access the returns section, please email our Customer Service team with the details of your original order and items you wish to return.)

Select the items you would like to return. Please send all return items from one order in the same shipment.

Select the REFUND or SIZE REPLACEMENT button. Confirm the address you wish your items to be picked up from, plus the date and time convenient for collection.

Check the box to agree with our Returns Policy. You will receive an email confirming your Returns Reference Number (RRN), plus the pick-up date and time.

Please return your items in the original packaging to ensure they are protected during shipping.

All return items must be unused, in their original condition, and with product tags attached, together with extra button, garment bag and etc (if any). Shoes must be returned in their original, undamaged box, together with the original dust bag (if any). We are unable to accept or exchange shoes with scratched or dirty soles. Please fill in your RRN number on the Returns form that was packed with your goods, and place in the box. Please leave the outer box open for the courier to inspect upon pick up. For orders made online, returns and exchanges cannot be made at our stores.

RETURN OF FAULTY OR DAMAGED ITEM(S)

All items undergo comprehensive quality control and are checked for faults and damage before they are sent to customers. Should you receive an item that is not in perfect condition, please contact us immediately by emailing our Customer Service team. Please ensure that all garment tags remain attached, as removal will call into question whether the item was actually used and damaged at that time.

We will, where possible, offer to repair the item. If this is not possible, or not what you prefer, we will issue a replacement or refund.

LATE RETURNS

For online purchases, a Returns Reference Number (RRN) must be requested online or from our Customer Service team within 7 days of receiving your items. Return requests made outside of the 7-day policy will be accepted at the discretion of MOISELLE. 

OUR RETURNS & EXCHANGES POLICY

We do not offer refunds, only exchange or store credit. You must obtain a Returns Reference Number (RRN) before a return can be processed. Items must be returned in original condition and will not be accepted if they have been used, washed, damaged or altered in any way, or if any of the garment and MOISELLE tags have been detached or removed. We are unable to accept or exchange shoes with scratched or dirty soles. If we receive a return that we cannot accept, we will re-ship it to you (at your cost).

For more information, please email our Customer Service team. 
cs@moiselle.com.hk