Shipping Policy
DELIVERIES
We will endeavor to dispatch your delivery within 1-3 working days.
For all orders placed before 1pm Monday to Friday we will do our best to dispatch the same day, orders placed after will be sent the following working day.
Orders placed on Saturday and Sunday (or bank holidays) will be dispatched on the next working day.
An email confirmation will be sent to you when your order has been dispatched. This will be sent to the email address provided on your order. This is your proof of purchase and receipt. Please note we do not provide a printed invoice, to reduce paper usage.
If you're ordering a pre-order item (this will be clearly labelled) then we will only dispatch the entire order when all items are in stock. If you want your in stock items to be sent right away then just place two separate orders.
SHIPPING RATES
For UK Orders:
Free Delivery for orders over £20 – Standard 2nd Class 3 -5 day service.
£1.95 for orders less than £20 - Standard 2nd Class 3 -5 day service.
Royal Mail 48 Hour Tracked Delivery up to £20 – £3.50 – Tracked 2-3 day service.
Royal Mail 24 Hour Tracked Delivery up to £20 – £4.70 – Tracked 1-2 day service.
All free postage items are sent via Standard 2nd Class Delivery. Please get in touch with us at contact@moonmoon.co.uk if you would like to discuss alternative arrangements.
Ireland
Shipping rates will be calculated at checkout.
United States
Standard shipping via Hermes will be calculated at checkout.
Please note all orders are shipped from the UK and the customer is responsible for paying any relevant duties and import taxes.
Rest of the World
We don’t currently ship to the rest of the world, but hope this will be launched soon.
PICK UP
We now offer pick-up when you reach the checkout page. You can collect your order from our office at Unit 7 Prospect Business Centre, Alresford, SO24 9UH.
- All collections will be available within 48 hours of your order.
- Please email us to confirm a collection time at contact@moonmoon.co.uk.
- Simply show us your confirmation email at the door.
- If for some reason you can no longer collect your order, contact us, and we will arrange delivery, in line with our delivery policy.
RETURN & REFUND POLICY
We ask that you check your items immediately upon receipt on your order. We are sure you will be happy with your order, but we do accept returns of unused merchandise within 28 days of the purchase (although any faulty items must be reported within up to 5 days of receiving). We will process a full refund if:
- Your item is damaged
- Your item if faulty
- You have received the wrong item
- Royal Mail Shipping error
In all other cases you are responsible for the cost of sending the item back to us. Your refund will be processed if the return conditions are met, minus the shipping fee.
Packages returned to us due to complications from the recipient (unclaimed, wrong address, refused, undeliverable), will be either resent to a different address or reimbursed. Unfortunately, because the shipping label was purchased, shipping costs will not be refunded. This includes orders shipped under 'free delivery' promotion.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase (this is your email confirmation).
Procedure
To request a refund or exchange please email contact@moonmoon.co.uk with your order reference number, the name of the items you would like to return and the reason for the refund/exchange. We will then advise on the process for the return. Items sent back to us without first requesting a return will not be accepted.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
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.
Cancellations
Please notify us as soon as possible if you wish to cancel your order, as we will not be able to cancel parcels already shipped.
If there are any issues or you are unhappy with your order for any reason please do not hesitate to contact us as we’ll get back to you right away with a solution.
We are here for you. For any questions about this policy, just get in touch: contact@moonmoon.co.uk.
