Refund policy

At MOONCASTLE, we take pride in the craftsmanship of our Japanese-made knitwear. We want you to feel as confident wearing our pieces as we do making them. If your order isn't perfect, we’ve made the return process effortless and entirely free for our US customers.

Our Refund Policy

• Free US Returns: No international shipping hassles. Returns are handled at our dedicated US return center, and we cover all return shipping costs.

• 30-Day Window: Items must be returned within 30 days of delivery in their original, unwashed, and unworn condition with tags attached.

• Handling Fee: To minimize our carbon footprint and support our small-batch artisanal workshop, returns of 4 items or more from a single order will incur a $20 USD handling fee. This fee will be deducted from your final refund.

• Order Cancellations: If you wish to cancel your order after confirmation, please contact us at support@moon-castle.jp within 3 hours of placing your order. This allows our workshop to manage our shipping schedule efficiently.

• Simple Exchange Process: To get your new size or color as quickly as possible, we follow a "Return & Re-order" system. Simply return your original item for a full refund and place a new order at your convenience.

• Final Sale: Sale items are final sale and not eligible for returns or exchanges, except in cases of proven defects.

How to start a return:

1. Contact us at support@moon-castle.jp with your order number.

2. We will email you a pre-paid UPS/USPS shipping label immediately.

3. Drop off the package at any local drop-off point. Once received at our US center, we will process your full refund.