Reimbursement policy

Last updated: April 28, 2026

 

1. Return Procedure

Return Request

 

All return requests must be submitted exclusively through our online returns portal, available via:

• The main menu: Wear Moi Universe → Need Help → Return a Product
• The footer, under the “Help” section
• Your My Account section

Once you are in the returns portal, simply:

1. Enter your order number and the email address used for the purchase
2. Select the item(s) you wish to return
3. Indicate the reason for the return
4. Select your preferred refund option
5. Choose the available shipping method
6. Review the information entered before submitting your request

Approval of Your Request

 

In most cases, return requests submitted through our portal are approved automatically.

However, depending on the reason for the return, some situations may require additional review by our customer service team. When manual approval is required, it may take up to 24 business hours.

Important: Wear Moi reserves the right to refuse any request that does not comply with the conditions set out in this return policy.

Confirmation and Tracking

Once your request has been approved, you will receive a confirmation email containing:

• Shipping instructions
• The return address
• A return label, where applicable

You have 8 days to ship your package after your return request has been approved.

Please note: you must wait for this confirmation before shipping anything. Any item returned without prior approval through our portal cannot be processed and may be refused.

 

2. Return Conditions

Return Period

Returns are accepted within 30 days from the delivery date of your order. Any request initiated after this period has expired will automatically be refused by the system and cannot be processed.

Acceptance Criteria for Returned Items

To be eligible for return, items must:

• Be unworn and/or unused
• Be unwashed
• Be in perfect condition
• Be returned with their original tags intact
• Be returned in their original packaging

Any item returned incomplete, damaged, stained, showing signs of wear, or with odors (perfume, perspiration, detergent, etc.) may be refused.

More generally, any item that does not comply with the conditions set out in this policy may result in your refund being refused, and the item may be sent back to the customer at the customer’s expense.

 

Items Not Eligible for Return

The following items cannot be returned:

• Personalized products from the Custom by Moi collection
• Items sold in the OUTLET
• Our tights range (women and girls)
• Pointe shoes – MORE OPTIONS range only
• Gift cards

Please note that the non-returnable status of an item is specified on its product page, under the “Shipping and Returns” section. These items are automatically blocked in our returns portal.

However, if one of these items is defective upon receipt, we invite you to contact our customer service team directly as soon as possible so that an appropriate solution can be offered.

 

3. Return Shipping

Depending on the reason for your return, different shipping methods may be offered when you submit your request. We make every effort to follow the method selected. However, Wear Moi reserves the right to adjust the shipping solution if necessary.

 

Return Shipping Costs

Coverage of return shipping costs depends on the reason for your request.

• When the return is due to an error or defect attributable to Wear Moi (incorrect item, defective item, or damaged package), a prepaid return label will be provided and the costs will be fully covered.
• In all other cases (change of mind, incorrect size, etc.), return shipping costs remain the customer’s responsibility. You may use the label provided by Wear Moi, in which case its cost may be deducted from the refunded amount, or ship the package using your own method.

If any costs apply, they will appear clearly in the “refund” section of the summary before you submit your request.

 

Receipt and Processing of Returns

Once your package has been received at our premises, the returned items are checked by our team to ensure they comply with the conditions set out in this policy.

Return processing (validation and refund initiation) will be completed within a maximum of 48 business hours after the package is received. This period begins from the effective receipt of the package at our premises.

 

4. Refund Terms

 

Several refund options may be offered when you submit your return request.

We make every effort to follow the option selected. However, Wear Moi reserves the right to adjust the chosen solution depending on the nature of the return and the applicable conditions.

Refunds are processed after your package has been received and its compliance has been validated by our team.

Refunds apply only to returned items. Initial shipping costs are not included.

Exchanges Not Accepted

Wear Moi does not accept exchanges.

If you would like a different item (size, color, or style), we invite you to submit a return request through our portal and place a new order on our website.

Once your return has been received and approved, your refund will be processed, allowing you to make a new purchase.