Please ensure your item(s) are eligible to be returned and meet our conditions of return. Items must be returned in their original condition, with all original tags and hygiene stickers still attached, and within 14 days of the purchase date. Items purchased as ‘Final Sale’ cannot be returned. Please read our full Returns Policy. 

To return your item(s), please read our Returns Policy to check if your item(s) are eligible for a return. If your item(s) meet the conditions of return, you can submit a returns request via info@moanarose.com.

Returns may take up to 7 business days from the date of delivery to be assessed and processed by us. Once your return or refund has been processed, you will receive a notification via email.

If your returned item(s) are eligible for a refund, please allow up to 7 business days from the date of delivery for the returned item/s to be assessed and processed by us. Refunds will be processed as a store credit.

Returns are eligible for exchanged for same item or an issued online credit for online store use only.

Customers will be responsible for any shipping and handling charges to return any unwanted items.

Domestic Orders: A return fee of $12 will be deducted from your refund for domestic orders.

International Orders: A return fee of $33 will be deducted from your refund for international orders.

Full-priced items purchased using a store credit or a promotional discount code are eligible for a return. Sale items are not eligible for a refund. All discounted styles marked as "sale" on the product page or discounted during a flash/promotional sale with a code or automatic discount can be returned for a store credit or free size exchange only. Please see our Returns Policy.

Final Sale items are not eligible for a refund or store credit. Styles marked as “final sale - size exchange only” on the product page are eligible for size exchange only, pending size availability. If your desired size is not available to exchange, you cannot return the item for store credit or refund. Please see our Returns Policy.

Items purchased using a promotional discount code (including our first order welcome offer) are eligible to be returned for store credit equal to the returned item’s value unless the item was purchased as a final sale.

We do not accept returns for items purchased through one of our stockists. Please contact the retailer directly or visit their website for their full returns policy.

Unfortunately, we are not able to change your order once it is placed. Please choose your items carefully and ensure all shipping information is full and correct before placing your order. If you need assistance with an order error, please contact our customer care team at info@moanarose.com as soon as possible.

If you want to cancel an order, please contact our customer service team at info@moanarose.com as soon as possible after it has been placed. Our warehouse team processes and ships orders out daily and we cannot guarantee that the request can be made.

Every product we send out is initially quality-controlled, however, if you have received a product with a manufacturing fault Moanarose will refund the cost of purchased item(s) only for store credit. Please contact our customer care team as soon as possible after receiving your order so we can guide you through the next steps and returns process. Please provide our team with photos clearly showing the defect or fault and a brief description for a preliminary assessment.

If you are missing items from your order or have received incorrect items, please contact our customer care team as soon as possible after receiving your order at info@moanarose.com. You will need to provide your order number, name, and details of the missing or incorrect item/s. Our team will look into the issue as quickly as possible.

Whilst we try to ensure that stock levels on the website are as accurate and up-to-date as possible, on rare occasions there may be a stock discrepancy for an item purchased. If a purchase has been made for an unavailable item, you will be notified via email by our customer care team as soon as possible and offered a suitable replacement, of either online credit or a full refund.

If you placed your order during the promotional period but forgot to apply the discount code at checkout, please contact our customer care team at info@moanarose.com with your order number and the discount code you forgot to apply. Our team will check whether your order and purchased items meet the terms and conditions of the sale or promotion.

For customers located outside of Indonesia, international deliveries may be subject to duties and taxes. Please contact your local office for more information.

You do not need to be logged into a customer account to place an online order. However, if you wish to create an account with us, you are welcome to register here.

Unfortunately, adding an item to your cart does not mean they are reserved. If an item has sold out after it has been added to your cart, you will see a message at checkout about the item's unavailability.

If you have missed out on an item and it is listed as ‘sold out’, you can sign up to receive an email notification when the item is back in stock. On the product page, simply select your desired size and click the ‘Notify When Available’ button to sign up.

Unfortunately, we are unable to apply a promotional discount or sale price after the sale period has ended. Please read the promotional terms and conditions carefully to be aware of the start and finish dates of the offer.

We accept payment by Visa, MasterCard, American Express and JCB.

Your card will be charged and settled in IDR, but the statement will display the transaction amount in your local currency. Please contact your issuing bank for forex exchange rates and additional fees applied.

To help you find the best size, product measurements of each style can be found on each product page. All of our garments are measured in cm and inches and are of the garment laid flat. For general information on product sizing and size conversion, read our Size and Fit Guide. If you would like further advice on sizing, please contact our team at info@moanarose.com.

Our garments are hand-made, hand-dyed, hand-printed, and ethically digital-printed in Bali, Indonesia. Due to this hand-made process, each piece is unique and there can be slight irregularities in the print and color of the garment. To extend the longevity of your Moanarose piece whilst caring for the environment please follow these instructions: Wash by hand in cold water or use lower temperature washes and delicate spin cycles or professional care for the best result. Avoid bleach and use environmentally friendly detergents. Avoid tumble dry and hang dry where possible. This saves electricity and avoids fiber degradation. Cool iron when needed. These care processes are more gentle on the garments and help to protect the color, shape, and structure of the fabric whilst reducing the amount of energy used. Each piece will have specific care instructions found on the label inside the garment. Please ensure these are carefully followed.

To apply a promotional or discount code to your order, enter the code in the ‘Gift Card or Discount Code’ field at checkout and click Apply. The discount will be applied to eligible items only. To find out what products are eligible for a sale or discount, see our Terms and Conditions.

Unfortunately, we are unable to apply a promotional discount or sale price after the sale period has ended. Please read the promotional terms and conditions carefully to be aware of the start and finish dates of the offer.

Full-priced items purchased using a store credit or a promotional discount code are eligible for a return. Sale items are not eligible for a refund. All discounted styles marked as "sale" on the product page or discounted during a flash/promotional sale with a code or automatic discount can be returned for a store credit or free size exchange only. Please see our Returns Policy.

Final Sale items are not eligible for a refund or store credit. Styles marked as “final sale - size exchange only” on the product page are eligible for size exchange only, pending size availability. If your desired size is not available to exchange, you cannot return the item for store credit or refund. Please see our Returns Policy.

To find our physical store location, please go to Store Locator.

For all collaboration inquiries, please email our team at info@moanarose.com.

Our customer service team operates during business hours on Monday to Friday from 9 am to 5:00 pm GMT+7. If you have submitted an inquiry or sent an email, please allow up to 2 to 3 business days to receive a response from our team.