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Refund policy

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 of our products and for essential hygiene reasons, most of our items are not eligible for return or exchange once they have been shipped.

2. Exceptions for Returns and Refunds

2.1 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 immediately. We will investigate the issue with the shipping carrier. If the package is confirmed lost in transit, we will offer you the choice of a free replacement shipment or a full refund.

2.2 Product Quality Issues

We take great pride in the artistry of our nails. However, 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. Please provide clear photos of the issue along with your order details. Once verified, we will offer the following:

  • Replacement Shipment: We will send you a new set of press-on nails free of charge.

  • Full Refund: If you prefer not to receive a replacement, we will issue a full refund to your original payment method.

3. How to Request a Return or Refund

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

  • Email our team at sales@stellaandmoon.com with your order number, name, and a clear description of the issue.

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

  • Our team will respond within 3 working days to guide you through the next steps.

4. Refund Processing Time

Once approved, your refund will be processed within 5 working days, and funds will be returned to your original payment method. Please note that the actual arrival time may vary depending on your payment provider.

5. Shipping Costs

  • Quality Issues: If a replacement is required due to our error or a quality issue, Stella & Moon will cover all associated shipping costs.

  • Customer Error: If a package is not received due to an incorrect address provided by the customer, the customer will be responsible for any additional shipping fees for resending the order.

  • Consumer Responsibility: If a return is authorized for personal reasons, the consumer is responsible for the return shipping fee based on the chosen carrier's rates.

6. Shipping and Cancellation

All orders are dispatched via YunExpress within 48 hours of placement. If you wish to cancel your order, please email sales@stellaandmoon.com prior to shipment. Once an order has been dispatched, it can no longer be canceled.