Returns & Exchanges
We’ve made returns easy. Read our guidelines below then Contact Us for return address and instructions.
When emailing us for a return please include:
1. Name used on order
2. Order #
3. Reason for return
- You have 14 days to request return, and postmark your item from date of delivery. Any items posted after this time frame may be denied.
- Return shipping is at the cost of the customer
- Item condition must be new with tags, unworn, unwashed, free of any stains (like deodorant or makeup), scuffs, tears, snags, perfumes, and mysterious odors. Any sanitary liners must be intact.
- Once we have received your return, items will be inspected before a refund or store credit is issued.
- Items deemed not eligible for return will be sent back at expense of customer.
- Once we receive your return we will process a refund within 3 business days back to the original payment method you used.
Bundle Items: All items of a bundle must be returned together at the same time in order for a return to be approved and processed. We reserve the right to return-to-sender all partial items that are sent back for a refund.
RETURN SHIPPING METHODS
DEFECTS /DAMAGED ITEMS:
- Upon receipt, please inspect your order immediately. Be sure to inspect your items within 3 days of receiving your delivery for defects and issues. Contact Us
- All defects and issues must be notified via email or text within the 3 day window, and must include order number and images of the issue.
- Any item defects found after 3 days of receiving the shipment will be assessed a 15% restocking fee to be returned.
- We cannot make exceptions once you have had the merchandise in your care for a longer period of time, removed tags, washed or worn it.
You will be provided with a return address once you have completed our Return Process at the link at the top of this page.
- Exchanges are accepted for the same item, in color or size.
- Please purchase the new item(s) on the website, and Email Us with your new order number for the exchange, as well as your original order number.
- Once your original item is received back to us, your original payment method will be refunded.
- If you do not reach out to customer service, your exchanged item will be processed as a normal return.
- Final sale items cannot be exchanged.
- Note: Please only include the items you are exchanging on the new order you create.
RECEIVED THE WRONG ORDER OR A FAULTY ITEM?
If you were shipped the wrong order or a faulty item, please notify us immediately by Contacting Us and quoting the order number and fault or incorrect item. We will send you the correct item upon receipt of proof that you have sent back the wrong or faulty item.
Shipping is non-refundable except in cases where we may have made an error.
Demi Loon reserves the right to deny a return if items are returned used, soiled, worn or damaged in any way or have any form of excessive hair, perfume or scents on the fabric. These soiled or damaged items will be returned to sender. You will be notified via email if your returned item is not suitable for a refund.
- Please allow 3 business days for a refund to be processed from the date that the returned item is received, and 5 business days during holiday periods
- We will let you know once your refund has been processed via the email address that the order was placed with
- Refunds will be issued to the credit card, PayPal, AfterPay or Klarna account that the payment had originally come from. If orders are paid for via a Gift Card / Store Credit voucher code, refunds will be issued via a new Gift Card / Store Credit voucher code