FREE SHIPPING

FAQ


When do you process my order?

In most cases we ship the day of purchase. If you place your order after 1pm CST or on the weekend, your order will ship the next business day.

What is my tracking number?

Tracking will be available 3 days after your order. Please do reach out if you haven’t received yours after 7 by contacting support.

 

Where are you located?

We are located in the center of Europe, in Germany. 

 

Is a cancellation or change possible?

If you need to makes changes to your order you will need to contact us within 24hrs of placing the order.

We Can Change:

    - Your delivery details

    - Your name

    - Your email

    - Your phone number

    - Cancellations

    - We cannot cancel your order once it has already been shipped

    - You can view our full refund policy here

When will I get my order?

Each order is unique, as a result the processing time depends on several things; the type of order, when you placed it, country etc. Keep in mind that once order is made you cannot make any changes. 

However, here’s what you can expect from shipping:

- UK 7-10 Business Days

- EU 7-10 Business Days

- US 7-10 Business Days

- South America 10-15 Business Days estimate

- Asia 10-15 Business Days estimate

- Africa 10-15 Business Days estimate

- Australia & New Zealand 10-15 Business Days estimate

*we can't guarantee shipping times because we depend on our shipping partner

 

What if I receive a defective product?

If a product received has manufacturing defects, buyers are entitled to request a product replacement within 14 days of receiving the item. If the case is deemed valid, we will cover related costs to deliver a replacement. 


If this happens to you, please reach out with:

    - Your order number.

    - A picture of the damaged product.

 

Please be aware to send this details within 24 hours after delivery to support@moon-lite.com otherwise we can't accept the refund. 

 

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. For further details of charges, please contact your local customs office.

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. 

Payment of these charges and taxes are your responsibility and will not be covered by us and we are not responsible for delays caused by the customs department in your country.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, American Express) and PayPal payments.