Refund policy

Last updated: 29 October 2026

Every pair is cut and sewn after you order it, so we want you to be able to send it back without an argument if it is not right. You have 30 days from the day the parcel is delivered to you. If the size is off, the wash is not the blue you pictured, or anything else is wrong, write to us and we will sort it out with a replacement or your money back. You do not owe us an explanation.

What we need back

The item must be unworn and unwashed, with its tags still on, in a condition we could pass to someone else. Try them on the way you would in a shop — that is fine and expected.

How to start a return

Email us at ecomtomoon@gmail.com or use the form on our Contact page, with your order number and a line about what is wrong. We answer within one business day and send you the return address. Please do not send anything back before you have heard from us — a parcel that arrives unannounced is hard to match to an order.

Who pays the return postage

• We do, if the item arrived damaged or faulty, or if we sent the wrong size or the wrong pair.
• You do, if you simply changed your mind or want a different size. We recommend a tracked service — until the parcel reaches us it is still your parcel.

Exchanges

The quickest way to swap a size is to tell us when you write: we start the new pair as soon as the return is on its way, so you are not waiting for the full production time twice.

When you get your money

Once the parcel reaches us we check it the same day and issue the refund to the original payment method. The money leaves us immediately; how long it takes to appear on your statement is your bank's decision, usually 3 to 10 business days. The original shipping was free, so there is nothing to deduct — you get the full amount you paid for the item.

Damaged or wrong on arrival

Send us a photo. We do not make you post it back before we act — a replacement goes into production the day we see the photo.

Cancelling before it ships

Because each pair is made to order, production starts soon after you order. Write to us the same day and we will cancel and refund in full. After production has started we can no longer cancel, but the 30-day return above still applies once it arrives.

Your statutory rights

Nothing here takes away any right you have under the consumer law of the country you live in. Where that law gives you more than this policy does, that law applies.

Questions: ecomtomoon@gmail.com