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Frequently Asked Questions

Frequently Asked Questions

01. What is your Return Policy?
 Please click on the link provided to be directed to our Returns page which outlines our return policy in detail.

Returns

02. Can I return an item to a store?

Yes, you can return items purchased online in stores provided they meet the guidelines stated in our Return Policy, i.e. KLARNA and APPLE PAY purchases MUST be returned to our internet returns center. You must also provide proof of purchase and have the credit card used for the original purchase with you.

03. Can I change my order?

Once the order has been placed, it cannot be changed. 

04. When do I get my refund once I have returned an item?

Once we have received your return in our returns center, a refund will be processed to the original form of payment within 7 business days.

05. Do you offer Gift Wrapping?

No, at this time we do not offer gift wrapping.

06. What should I do if my credit/debit card has been refused when placing an order?

First check that all the details you have entered on the checkout page are correct. If it is still refused please try another card. You can also email our Customer Service team at service@southmoonunder.com

07. What do I do if my order says it has been delivered but I did not receive it?

Contact our Customer Service team via email at service@southmoonunder.com so we may investigate this for you. All lost order claims must be filed within 3 business days of the shipping delivery date. Any claims filed after the 3 business day window may not qualify for a replacement or refund.

08. Do you ship Internationally?

No, at this time we only ship within the United States.

09. How do I use my Visa/MasterCard/American Express Discover gift card online?

You will use this just as you would a credit card. Please be certain to RETAIN the gift card in the event that you need to make a return as all refunds are made to the original form of payment.

10. Do you ship to PO Boxes?

Yes, we are able to ship via Standard Shipping to PO Boxes, Next Day & 2 Day Air shipping must go to a physical address.

11. Who do I contact if I have had a less than perfect experience?

If it is about a product that you purchased in one of our stores, please get in touch with the store you purchased from. Click here to find phone numbers for all of our store locations. If it is regarding a shopping experience in a store please email our Customer Service team so that we can forward the information to the appropriate person. If the complaint is about an online shopping experience, please contact a member of our Customer Service team at service@southmoonunder.com.

12. How do I use my Birthday Coupon Online?

Your birthday coupon is sent via email ON your birthday. If you have any issues please contact a member of our Customer Service team at service@southmoonunder.com. The birthday coupon is valid for 15% off your order (full price only, standard exclusions apply).

13. Why doesn't my promotional code work?

It could be non-functional for several reasons, one being that the promotional code may be case sensitive (i.e. all capital letters or all lower case letters). Another reason may be that the promotional code may not be used in conjunction with another promotional code on the same item. Alternatively, the order could need to be over a certain amount that is explained in the promotion. The final reason may be that the item you are ordering is excluded from all promotions such as Gift Cards or some brands.

14. What are you doing to keep your stores safe & clean?

The health of our employees is a priority, and we take seriously the responsibility we have to create a safe work environment.  We’ve put additional precautions in place, including additional cleaning, steaming clothing after try on, quarantining returns and monitoring the amount of customers in every store.  We are also following social distancing guidelines between employees and resources to help them stay healthy.  If employees feel unwell, we are directing them to stay home.  Given these steps, and guidance provided by local and national health experts, we feel confident our stores continue to be safe workplaces for our customers and employees.



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