Return & Refund Policy
Selfmoment · Policy
Return & Refund
Thank you for choosing Selfmoment. If you are not satisfied with the products we offer, we are happy to assist you.
Our return policy is valid for 30 days. From the date you receive your package, you may apply for a return and refund within 30 days as long as your item meets our return requirements.
Return Eligibility
To be eligible for a return, your item must meet all of the following criteria:
Must be in unworn, unwashed, unaltered, undamaged, and clean condition — free of hair, lint, or odor.
Items must be in their original condition with all original tags attached.
Important: Items with obvious signs of wear, alterations, washing, or missing tags will be refused for return.
On "unworn": 'Unworn' does not mean you cannot try your dress on! It simply means the item must not have been worn to an event or used beyond trying it on for fit and sizing.
Non-Returnable Items
Since most of our products are made to order, the following categories are not eligible for return due to their special nature:
- Customized Items — Custom sizes, custom colors, or any dresses made according to your special requirements.
- Final Sale Items — Items marked as 'Final Sale' or clearance items.
- Intimate Apparel & Accessories — Underwear, shapewear, swimwear, jewelry, headpieces, etc.
- Consumables & Materials — Swatches, fabric by the yard, garment bags, etc.
- Others — Gift cards, virtual products, and any items clearly marked as 'non-returnable'.
What counts as a customized product?
- Custom color or custom size
- Any added customization or personalization
- A color not shown as the main product color
- A back style that differs from the original design
- Unusual sizing: Size 0, or sizes 16W–32W
- OEM orders or dresses made from a customer-supplied image
Refund Information
Once your return is received and inspected, we will refund the amount paid for the item plus applicable taxes. Refunds exclude shipping, rush, and insurance fees.
For returns not due to quality issues, a 20–50% restocking fee (based on actual condition) may be charged and deducted from your refund.
If the return is due to reasons not caused by us (e.g., dislike, wrong size, change of mind), the buyer bears the return shipping cost.
If the return is due to our error (e.g., wrong item shipped, defective product), we will cover all return shipping costs.
Partial Alteration Reimbursement: For fit issues (not wrong size), we can reimburse partial alteration costs at a local tailor — up to 20% of the purchase price. Please contact customer service for approval before applying for a return.
How to Initiate a Return
Email service@selfmoment.com within 30 days of receipt. Include your order number, item(s) for return, and reason for return. For quality issues, please attach clear photos or videos.
After our team reviews and approves your request, we will provide you with the return address and Return Merchandise Authorization (RMA) instructions.
Ship the item within 3–7 business days of receiving return instructions and keep your tracking number. You are responsible for shipping risk during return; we recommend using a trackable service.
Unauthorized Returns: Please return only the approved item(s) on your return label. Items returned without authorization, sent in error, or that don't meet our requirements are not eligible for a refund. Selfmoment cannot return, replace, or compensate for unauthorized or non-Selfmoment items sent to us by mistake.
Damaged, Defective & Lost
Selfmoment will issue a full refund including shipping for any damaged, defective, or lost package if reported within 15 days of delivery.
Email service@selfmoment.com with your reason and supporting photos. After 15 days, we may not be able to process a return or full refund.
Refund Processing Time
After receiving and inspecting your return, our warehouse will notify you by email whether your refund has been approved.
Once approved, the amount will be credited back to your original payment method within 3–10 business days (actual timing depends on your bank or payment provider).
If you haven't received your refund within the specified time, first check your bank account, then contact your credit card company or bank. If still unresolved, reach us at service@selfmoment.com.
Exchange Policy
Currently, we do not offer a direct exchange service. If you need to change size or style, please first return the original item following the process above, then place a new order after confirming your refund.
Order Cancellation Policy
| Time After Order Confirmation | Refund Amount |
|---|---|
| Within 24 hours | 100% refund of item price + shipping fee + shipping protection (if selected) |
| 24 – 72 hours | 80% refund of item price + shipping fee + shipping protection (if selected) |
| 72 – 120 hours | 50% refund of item price + shipping fee + shipping protection (if selected) |
| More than 120 hours | Refund of shipping fee and shipping protection only (if selected) |
| ⚠ Once your order is shipped, it cannot be cancelled. | |
We're here to help
Still have questions?
Reach our team through online live chat or email us directly — we'll be happy to assist.
service@selfmoment.com
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