Refund policy
Last updated: 23 September 2026
To request a return or exchange, start from the relevant order in your MooMenn account or contact care@moomenn.com. MooMenn is the seller for purchases made on this marketplace and handles customer service and after-sales support. Products are supplied and fulfilled by the relevant supplier. MooMenn coordinates with the supplier on your behalf; supplier fulfilment does not reduce your rights against MooMenn.
Nothing in this policy limits any mandatory consumer rights that apply in your country or state.
1. How to start a return
QABA’IL SQ products, including QABA’IL and Sublime
Request the return before posting anything. For an eligible change-of-mind return, arrange tracked postage at your cost to QABA’IL SQ Returns, 6 Rue Maryse Bastié, 91080 Évry-Courcouronnes, France, after we confirm the return instructions for your order. QABA’IL SQ does not pay postage or provide prepaid return labels for ordinary change-of-mind returns, whether domestic or international. Include your order number and follow any instructions we give you so the warehouse can identify the parcel.
For a faulty, damaged, incorrect or misdescribed item, contact MooMenn first. MooMenn will review the issue with QABA’IL SQ and arrange an appropriate return or other resolution, including reasonable return arrangements or reimbursement of reasonable return costs as required by applicable law. Your mandatory consumer rights remain unaffected.
Products from other suppliers
Each supplier has its own return destination and process. Contact MooMenn for that item’s instructions; do not send another supplier’s product to QABA’IL SQ or MooMenn’s business contact address. A mixed-supplier order may require separate returns.
- Log into your MooMenn account and open the relevant order.
- Select the item you wish to return or exchange.
- Submit the available request, or contact us if that option is unavailable. Follow the supplier-specific return instructions for the item.
- Send the item to its confirmed supplier destination within the applicable return period, and keep your tracking receipt.
Please submit your request before returning an item so that we can identify and process it efficiently. This does not affect your statutory cancellation or return rights.
If you cannot access your account or a return request is unavailable, email care@moomenn.com.
2. Return periods
United Kingdom
For eligible online purchases, you may notify us that you wish to cancel within 14 days after receiving your order. You must then return the goods within the following 14 days.
These rights also apply to discounted and Final Sale products.
European Union
Where EU consumer law applies, you may withdraw from an eligible online purchase within 14 days after receiving your order without giving a reason. You must then return the goods within the applicable legal return period.
These rights also apply to discounted and Final Sale products.
United States
For eligible standard-price products, MooMenn voluntarily accepts change-of-mind return or exchange requests submitted through your MooMenn account or by email to care@moomenn.com within 14 days after delivery.
Final Sale products are subject to the exchange-only conditions explained below.
3. Return condition
Returned products must be:
- Unworn, unwashed and unaltered, other than being reasonably tried on;
- Free from marks, odours, damage or signs of use;
- Returned with their tags, accessories and original packaging where reasonably possible; and
- Accompanied by proof of purchase or the relevant order information.
UK and EU customers may inspect and try on a product in the same way they reasonably would in a shop. Where permitted by law, we may reduce a refund to reflect any loss in value caused by handling beyond what was reasonably necessary to inspect the product.
Missing packaging alone does not remove statutory rights.
4. Return shipping
Change-of-mind returns: For eligible change-of-mind returns, you are responsible for arranging and paying for tracked postage unless we state otherwise or applicable law requires a different outcome. Use the confirmed destination for the product’s supplier.
Faulty, damaged, incorrect or misdescribed products: Contact MooMenn before sending the item. We will coordinate with the supplier and provide reasonable return arrangements or reimburse reasonable return costs as required by applicable law.
Please keep your proof of postage until your return has been completed. Use suitable packaging and a reliable tracked delivery service until the parcel reaches the confirmed supplier destination, except where applicable law provides otherwise.
5. Standard-price products
Eligible standard-price products may be returned within the regional periods stated above.
For UK and EU orders, we do not offer direct exchanges. Return the original product and place a separate order for the replacement.
For eligible US standard-price orders, you may request either a refund or an exchange within 14 days after delivery.
6. Final Sale products
Final Sale products are products clearly marked as “Final Sale” before purchase, including products reduced by up to 70%.
UK and EU Final Sale orders
The discount does not remove your statutory rights.
Where the statutory online cancellation right applies, you may notify us within 14 days after delivery and return the product within the applicable legal period for a refund.
After the statutory cancellation period has expired, we do not offer additional change-of-mind returns or exchanges on Final Sale products.
US Final Sale orders
Final Sale products are eligible for exchange only for change-of-mind requests. Submit your exchange request through your MooMenn account or by email to care@moomenn.com within 14 days after delivery.
- No change-of-mind refund will be provided, except where required by applicable law.
- The replacement is subject to availability.
- You may exchange for another available size or another product of equal or greater value.
- If the replacement costs more, you must pay the difference.
- No cash refund will be provided if the replacement costs less.
- You are responsible for return and replacement shipping unless the original product is faulty, damaged, incorrect or misdescribed.
If no suitable replacement is available, MooMenn may offer store credit or another remedy where required by applicable law.
7. Faulty, damaged, incorrect or misdescribed products
Please inspect your order when it arrives. Report any problem through your MooMenn account or by email to care@moomenn.com as soon as reasonably possible.
You may be asked to provide photographs and order information so that we can assess the issue.
Depending on the circumstances and applicable law, the available remedy may include:
- A repair;
- A replacement;
- A price reduction;
- A refund; or
- Another remedy required by applicable law.
Normal wear and tear, accidental damage, misuse, improper care or damage caused after delivery are not manufacturing faults.
Final Sale conditions never remove your rights where a product is faulty, damaged, incorrectly supplied, not as described or not fit for its intended purpose.
8. Swimwear and hygiene-protected products
Where swimwear or another hygiene-sensitive product is supplied with a sealed hygiene protector, it cannot be returned for a change of mind after that seal has been removed where applicable law permits this restriction.
This restriction does not affect your rights where the product is faulty, damaged, incorrect or misdescribed.
9. Refunds
Approved refunds will be issued to the original payment method unless you expressly agree otherwise.
We aim to process eligible refunds within three to five working days after the relevant supplier receives and checks the returned product. Your bank or payment provider may take additional time to display the funds.
Where UK or EU statutory cancellation rights apply, we will process the refund within the applicable legal deadline. Where permitted by law, we may wait until we receive the goods or satisfactory evidence that they have been returned.
10. Delivery charges
UK and EU full-order statutory cancellations: We will refund the cost of our basic standard outbound delivery service.
If you selected express, premium or enhanced delivery, any amount above the cost of standard delivery will not be refunded.
Partial returns and voluntary US returns: Original delivery charges are not normally refunded unless required by law or the return results from our error or a qualifying product fault.
11. International duties and customs
If an approved return crosses a border, follow the supplier-specific customs instructions we provide and identify the parcel as returned goods where applicable. Contact MooMenn before posting if instructions are missing.
Import duties or taxes paid directly to a courier or customs authority are not normally refundable by MooMenn. Contact the relevant authority regarding any available repayment.
12. Contact
Use the relevant order in your MooMenn account to submit a return or exchange request, or email us if the option is unavailable. Wait for supplier-specific instructions before sending the item.
For faulty products, missing return instructions or questions about an existing request, email care@moomenn.com.
