Refund & Returns Policy

We want every Moorevylix order to land well. If a piece does not work for you, you have a 60-day window from delivery to return it for a full refund — including the original shipping charges, when the entire order is returned. Below is exactly how returns work, including the small set of items that cannot be returned and what happens at each step.

1. The 60-Day Window

Returns must be initiated within 60 calendar days of the delivery scan on your shipment. After 60 days, we cannot accept the return. We measure from the carrier delivery scan, not from the day you opened the package — so a vacation delay does not count against you.

2. What’s Returnable

Almost everything: any unworn, lightly tried-on piece. The exceptions are limited:

• Final-sale items clearly marked as such on the product page (typically deeply discounted last-cohort units)
• Gift cards
• Free promotional gifts received with paid orders — those have no monetary value to refund, but you can keep them
• Apparel that has been worn, washed, or visibly used beyond a try-on
• Custom-altered or monogrammed items

3. How to Start a Return

Email support@moorevylix.store with: your order number, the SKU(s) you want to return, and a one-line note on the reason. We collect the reason only to improve fits and fabric calls — we will not push back, ask twice, or require photographs unless the piece arrived damaged. Within one business day, we email you a prepaid USPS or UPS return label.

4. Packaging

Reuse the original outer carton if possible — it’s already sized for the cohort. Fold the garment back to its original folds. The label includes a tracking number; drop the package at any USPS or UPS location, or schedule a free pickup using the carrier’s site or app.

5. The Refund

Once the return arrives at our Austin facility, our team verifies the contents the same business day and triggers the refund. The refund posts back to your original payment method within 5 business days. You will receive an email with the refund confirmation as soon as we issue it.

If the entire order is returned, we refund the original outbound shipping charge as well as the product cost. If only part of the order is returned, the outbound shipping charge is not refunded — but the prepaid return label remains free regardless.

6. Damaged or Defective on Arrival

If your package arrives damaged, or a piece has a visible defect (loose embroidery, missed stitch, off-color fabric), please email us within 7 days of delivery with a photograph. We will ship a free replacement immediately and arrange the return of the damaged piece at our cost.

7. Wrong Item Shipped

If we shipped you the wrong piece, email us with your order number and what you received vs what you ordered. We will ship the correct piece the same day, with overnight or two-day delivery at no charge.

8. Exchanges

We do not run a separate exchange process. The cleanest path is to return the original and place a new order for the replacement size or color. If you want to coordinate the exchange in a single transaction, email us and we will manually process it.

9. Late or Missing Refunds

If the refund email confirmation has been sent but you have not seen the credit on your statement within 7 business days, first check with your bank. If your bank confirms there is no pending credit, email us and we will pull the audit log and resolve it within 24 hours.

10. Address Errors

If you entered the wrong shipping address and the package has not yet been picked up, we can update the address — reply to your order confirmation immediately. Once picked up, we cannot redirect; we will reissue free of charge to the corrected address once the package returns to us.

11. Cancellations

Orders can be cancelled at no cost as long as the warehouse has not yet picked them. Cancellation requests received within 60 minutes of order placement are typically honored.

12. Contact

Returns or refund questions: support@moorevylix.store. We respond within one business day.