If you need to return your purchase, please reach out to our customer service team via email at support@moekawai.com. You will receive detailed return instructions within 24 hours.

You have the right to return your items within 14 days of receiving your order. All items returned must meet the following conditions: they must be unused, all accompanying cards and accessories must be included, and the packaging must be in perfect condition.

Considering the intimate nature and stringent hygiene standards of our products, lingerie sets and bodysuits can only be returned if the sealed packaging remains unopened. We are committed to ensuring the quality and safety of our products for all customers, and we appreciate your understanding of this policy.

Should you choose to return items, please be aware that the shipping costs will be at your own expense.

Shipping Costs:

We understand the importance of a seamless shopping experience. If you decide to return items, the shipping costs will be your responsibility. We will provide you with the specific addresses of our return warehouses when you initiate a return request.

Refunds:

We will notify you once we have received and inspected your return, and inform you if the refund has been approved. If approved, you will be automatically refunded via your original payment method. Please note that it may take some time for your bank or credit card company to process the refund.

Promotional Periods:

During discount promotions, the costs associated with returning items are not covered by MoeKawai. Of course, you still have the comfort of a 14-day return period and can return your product within this timeframe, in accordance with the return conditions.

Would you like to return your purchase? Then you will receive a voucher equivalent to the amount of your purchase.

You will receive your voucher via email within 14 days of your return.