RETURN AND REFUND POLICY
As you are a consumer you may cancel your order within 30 days from delivery and obtain a refund. If you made your purchase through a partnered retail location then any return will need to be made in accordance with the return/cancellation policy of the relevant retailer and should not be returned directly to us.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Unfortunately, we cannot accept returns on sale items or gift cards.
Return
We hope that you are happy with your order, but if for some reason you are not, below are the steps to return a product.
STEP 1
To start a return, please contact us at hello@moderato-losangeles.com with your order number. Items sent back to us without first requesting a return will not be accepted.
Please note that all items must be returned unused, with authentic labels and in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return. Any promotional gifts received with your purchase must also be returned. Your right to return goods does not apply to goods made to your specification, or which have been clearly personalized.
STEP 2
You will then be contacted by a member of our team to provide images of the item(s) condition.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
If you would like to return your product in another way MODERATO Los Angeles does not offer compensation for the return fee.
Please note that if your country of residence is not United States, shipping your goods may take longer than expected.
You will receive a prepaid return label which you can use at a drop-off location or through a scheduled pick-up of your package.
STEP 3
Package your return item in original packaging or in a well-padded envelope or box to prevent damage in transit.
Please ensure you receive proof of postage or delivery. We are responsible for your parcel only once it has been received by us. Items lost in transit will not be treated as returned, and cannot be exchanged or refunded. Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by your zone's postal service or any other courier that is used.
Returns will need to be sent to the following address:
Return Center : 2768 Sepulveda Blvd, Torrance CA, 90505, USA
You can always contact us for any return questions at hello@moderato-losangeles.com
Damages and Issues
Please inspect your order upon receipt and contact us at hello@moderato-losangeles.com immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 3 day cooling off period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@moderato-losangeles.com
Date of last update: February 2024