Refund policy

At 11MOONS, we believe in creating thoughtful, purposeful purchases. Each piece is carefully crafted using natural fabrics and skilled craftsmanship. We encourage you to choose with intention, knowing that your garment will become a cherished part of your wardrobe for years to come.

Made-to-Order Policy

At 11MOONS, each piece is made-to-order, which means that we begin production only after your order has been placed. This allows us to ensure that no unnecessary stock is produced. Since each garment is created specifically for your order, we are unable to accept returns or exchanges unless the product is damaged, defective, or was incorrectly shipped. We kindly ask that you carefully consider your purchase, as every piece is crafted with care, just for you. To help ensure the right fit, we encourage you to review our sizing guide before making your purchase.

Order Cancellations

As each piece from 11MOONS is made-to-order, we are unable to accept cancellations once 8 hours have passed from the time of your order. This allows us to begin production promptly and ensures that every garment is crafted with care and attention to detail. We encourage you to review your order carefully before finalizing it to ensure satisfaction with your purchase.

Our Commitment to Sustainability

By limiting returns, we are supporting a sustainable fashion model, reducing waste and minimizing the environmental impact of excess shipping. We encourage you to make mindful decisions, knowing that each piece is designed to be enjoyed and treasured for a long time.

Returns for Damaged or Incorrect Items

If you receive an item that is damaged or incorrect, please contact us within 14 days of receiving your order at hello@11moons.ae. We will work quickly to resolve the issue by providing a replacement or store credit, depending on availability. Please provide clear photos of the damage or incorrect item to help us process your request. In such cases, returns are free of charge.

Delayed Orders and Refunds

If you do not receive your order within 30 business days, you are entitled to a full refund. This timeframe begins from the date of purchase. While most orders ship within 3 to 5 business days, occasional delays may occur. If your order has not arrived within the 30-business-day window, please contact us at hello@11moons.ae and we’ll make it right.

Thank you for supporting 11MOONS in creating a more sustainable and thoughtful world through your fashion choices.