REFUND/RETURN Policy

Damages/Incorrect Item sent

If an item arrived damaged or the wrong item was received, please contact us within 30 days after receiving the item. We will need clear pictures of the issue. Full refunds or a replacements will be given for any mistakes on our part. Some items may need to be returned before we process a refund or replacement.

Returns

Product must be in new original condition; unwashed, unworn, no dog/cat hair, no added smells like perfume, deodorant, etc. with all original tags, packaging, and hygiene liners. Items can only be returned within 30 days of receiving the item. Refunds will be in store credit only.

Returns can only be processed after return request is accepted through email at main@moeflavor.com. The product bag must be in a shipping bag/envelope or box. We reserve the right to deny refund/exchange if we determine it is not in its original condition. Please note it will take 1-2 weeks to refund after we inspect and accept the returned item. 

If we find the product is not in original condition, we will notify the customer that the return has been rejected and the refund cannot be issued. The customer can choose to either:

• (For international customers) Have the product shipped back at a shipping cost that will be determined by email
• Have the product discarded

If none of the options are chosen within 14 days of notification, the product will be discarded.

Returns - Return Label

For international customers, customers must create their own shipping label using the cheapest shipping method and ship it to the address we send in emails. Please note, the original shipping fee will be deducted from your refund.

Non-Returnable

Any accessories that are considered accessories are non-returnable. It may include eyelashes, makeup, masks, headband, stockings, tattoos, harnesses, scarfs, leg warmers, and any reflective clothing are non-returnable as the material is very sensitive to body oils and would be unhygienic to be resold.

Other items that are non-returnable:

• Kawaii Reflective Rainbow Sailor Set
• Reflective Moon Japanese Sailor Uniform

For items that are on clearance, has a clearance discount code, has CL at the end of the product title, the word Clearance, or if item price ends in .98 indicating it's a clearance, sales are final and cannot be returned.

Exchange

At this time, we do not do exchanges. If an item is allowed for a return, it can be returned and a new item can be purchased.

Refund for Minor Difference

An item received late or slight color difference will not be accepted for a refund, return or exchange. Some items may have a difference of 1-3 cm from the product description because the factory cannot make every item exactly the same. We cannot refund or replace items because of minor differences. 

We do not refund or replace stolen or missing packages that have delivered status on the tracking number history, unless AfterShip Protection was purchased with your order. For lost and/or stolen packages with AfterShip Insurance purchased, please visit "Track Package" to submit a claim. Once a claim is submitted our Customer Service will reach out for further resolution. 

Disagreements

If there was a disagreement in the policies, if a chargeback was done, or the policies were not followed, we cannot accept any new orders.

EU & UK Customers - Right of Withdrawal

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Section added 6/12/2026

EU & UK Customers  - Right of Withdrawal

If you are a consumer in the European Union, EEA, or United Kingdom, the following applies to you and overrides any conflicting terms elsewhere in this policy. Your statutory rights are not affected by anything else on this page.

Your 14-day right of withdrawal

You have the right to withdraw from your purchase within 14 days of the day you (or someone you nominate) receive the goods, without giving any reason. For orders delivered in multiple shipments, the period starts when you receive the last item.

How to withdraw

To withdraw, complete our withdrawal form: Withdraw from the contract here. It takes a moment and gives us everything we need to process your request quickly. You only need to submit your withdrawal before the 14-day period expires. We will send you a confirmation of receipt by email, including the date and time we received it.

If you are unable to use the form, you may also notify us by any clear written statement (for example, by emailing main@moeflavor.com) that you wish to withdraw, including your name, order number, and the email used for the order.

Returning the goods

After you withdraw, we will reply with the return address and instructions. Please send the goods back without undue delay and no later than 14 days after telling us you withdraw. You pay the direct cost of returning the goods using a carrier of your choice. We recommend a tracked service — keep your proof of postage.

Your refund

We will refund all payments received from you, including the original standard delivery charge (if you chose a more expensive delivery option, we refund up to the cost of our cheapest standard delivery). The refund is made to your original payment method within 14 days of your withdrawal. We may withhold the refund until we have received the goods back or you have provided proof that you have shipped them, whichever comes first.

Exemptions  - hygiene-sealed items

For health and hygiene reasons, lingerie, underwear, swimwear, bodysuits, and similar intimate items are supplied sealed and/or with an attached hygiene liner. If the seal or hygiene liner has been removed, damaged, or tampered with after delivery, the item is exempt from the right of withdrawal and cannot be refunded. Please try items on over your own underwear and leave all liners, seals, and tags in place until you are sure you are keeping them.

Condition of returned goods

You may inspect the goods as you would in a store. If an item's value is diminished by handling beyond what is needed to establish its nature, characteristics, and functioning (for example: worn, washed, stained, scented, or missing tags), we may deduct an amount corresponding to the loss in value from your refund.

After 14 days

If your 14-day withdrawal period has passed, our standard 30-day return policy above still applies to eligible items (refund in store credit).

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(End of section. UK consumers' rights under the Consumer Contracts Regulations 2013 mirror the EU rules above and are covered by the same terms.)