Refund policy

Momu Returns & Exchanges Policy

We hope you love what you ordered—but if something isn’t quite right, we’re here to help. Because we work with a variety of independent makers and artists, we’ve created a policy that respects both our customers and our creatives.

🛍 In-Store Purchases

  • Items can be returned within 3 days of purchase for a refund, exchange, or store credit. Items returned within 14 days for exchange or store credit only.

  • Items must be unworn, unwashed, unaltered, and in original condition, with tags attached and accompanied by your receipt.

  • Final Sale items—including sale merchandise, intimates, swimwear, custom orders, or consignment pieces—are not eligible for return or exchange.

 

📦 Online Orders

  • A return request must be sent within 3 days from the delivery date for a refund, exchange, or store credit. Return requests within 14 days from the delivery date will receive an exchange or store credit.

  • All online order return requests must be initiated through our Contact Us page. Provide your name, order number, and tell us the reason for your return.

  • Store credit or exchange returns include a free return shipping label. Returns for refund will incur a $10 shipping fee, deducted from your refund.

  • If approved, refunds will be issued to the original payment method. Orders paid with gift cards will be refunded to the original card.

  • Return items must be in new, sellable condition: unworn, unwashed, unaltered, and in original condition, with tags attached.

 

🧾 Return Requirements

To be eligible for return or exchange:

  • Return must be initiated within 14 days of delivery.

  • Item must be unworn, unwashed, and unaltered.

  • All original tags and packaging must be included.

  • A copy of your receipt or packing slip is required.

  • Shoes must be returned in original box and packaging.

  • All returns must be pre-approved through our Contact Us page.

 

🚫 Items Not Eligible for Return

  • Worn, damaged, washed, altered, or scented items

  • Final sale or discounted items

  • Intimates, swimwear, or pierced jewelry

  • Consignment pieces

  • Custom or made-to-order items

 

🏬 Can I Return Online Orders In-Store?

Yes! You can bring your eligible online return to our store within the 14-day return window. Please bring your order number with you.

 

🛠 Questions or Special Cases?

We’re a small but mighty team, and we want you to love what you purchase. If you have a unique situation or concern, please don’t hesitate to reach out at rebecca@shopmomu.com. We’ll do our best to work with you.