After-Sales Policy
We want every Velvet Moon order to arrive discreetly, safely, and in excellent condition. This page explains how we handle delivery issues, damaged items, and hygiene-sensitive returns. For support, please contact hello@moonsiyu.com.
Changed your mind
Due to the intimate and hygiene-sensitive nature of many products we sell, we are generally unable to accept returns for unwanted items once an order has been dispatched. Please review product details carefully before purchasing.
Faulty, damaged, or incorrect items
If your order arrives damaged, incomplete, or not as described, contact us within 48 hours of delivery with your order number, clear photographs, and a short explanation of the issue. We will review the case promptly and, where appropriate, arrange a replacement, refund, or another fair resolution.
Opened and unsealed products
For health protection and customer safety, products that have been opened, unsealed, used, washed, or otherwise compromised after delivery may not be eligible for return unless they are faulty.
Delivery issues
If tracking shows an unexpected delay, attempted delivery problem, or parcel damage in transit, please contact us and we will work with the carrier to investigate. Delivery estimates are not guaranteed, but we will always do our best to help resolve missing or delayed parcels.
Refund timing
Where a refund is approved, it will be issued to the original payment method. Processing times vary by provider, but most banks and card issuers reflect refunds within 5 to 10 working days.