Stella & Moon | Return and Refund Policy

1. General Policy

At Stella & Moon, we are dedicated to providing high-quality, handcrafted press-on nails that blend aesthetics with craftsmanship. Due to the handmade nature and essential hygiene reasons of our products, we generally do not accept returns or exchanges once items have been shipped and opened. However, to ensure a premium shopping experience, we offer a 14-day return window for items that remain completely unopened, unused, and in their original, sealed packaging.

2. Return & Cancellation Rules

In alignment with our store's automated system, the following default rules apply to all orders:

• Return Window: You have 14 days from the date the last item in your order is delivered to submit a return request.

• Return Fees: For authorized returns (such as unopened items or personal preferences), a fixed return shipping fee of $20.00 USD and a 10% restocking fee will be deducted from your final refund amount.

• Order Cancellation: Unfulfilled orders can be canceled at any time until the product has been dispatched. Once shipped, cancellations are no longer possible.

3. Exceptions for Full Refunds & Replacements

The fixed return shipping fee and restocking fee will be completely waived, and a full remedy will be provided under the following exceptional circumstances:

3.1 Product Not Received

If your order has not arrived within the estimated delivery time frame provided at checkout, please contact our customer service team at sales@stellaandmoon.com. We will investigate the issue with the shipping carrier. If the package is confirmed lost in transit, we will offer you a choice of a free replacement shipment or a full refund.

3.2 Product Quality Issues

We take great pride in our artistry. If you receive a product with a visible quality issue (such as a broken nail, incorrect design, or manufacturing defect), please contact us within 3 days of delivery with clear photos of the issue. Once verified, we will provide:

• Replacement Shipment: A new set of press-on nails sent to you completely free of charge.

• Full Refund: A full refund issued back to your original payment method.

4. How to Request a Return or Refund

To initiate a request based on the criteria above, please follow these steps:

• Email our team at sales@stellaandmoon.com with your order number, name, and a clear description of your request (e.g., unopened return, quality issue, or transit loss).

• For quality-related concerns, please attach clear, well-lit photos showing the defect.

• Our team will review your request and respond within 3 working days to guide you through the next steps of the return process.

5. Refund Processing Time

Once approved—and, if applicable, the returned package is received and inspected at our warehouse—your refund will be processed within 5 working days. Funds will be returned directly to your original payment method. Please note that the actual arrival time of the funds may vary depending on your payment provider's processing times.