Frequently Asked Questions

How can I contact Moonza?

You can email us at info@moonza.store, and our customer care team will be happy to help with any questions about your order or our products.

Do you ship worldwide?

Yes, we offer worldwide shipping.

Where do you ship from?

Orders may be shipped from various fulfilment locations around the world, depending on the product and stock availability.

Can I change or cancel my order?

We process orders quickly, so any changes or cancellations must be requested within 12 hours of placing your order.

Requests made after this period may not be accepted. Once your order has arrived, you may still return it in line with our returns policy.

What payment methods do you accept?

We accept all major credit and debit cards, including Visa, Mastercard and American Express, as well as PayPal.

What currency are your prices displayed in?

All prices on the Moonza website are displayed in British pounds sterling (£).

When will my order be processed?

Orders are processed Monday to Friday, usually within 1–3 business days. Once processed, your order will normally be dispatched on the following business day.

Please allow extra processing time during holidays, sales and other busy periods. Orders are not dispatched at weekends.

How long will my order take to arrive?

Delivery usually takes between 2–4 weeks, depending on your location, local delivery services and customs processing.

What happens if my order does not arrive?

If your order has not arrived within 30 days of being dispatched, please contact us at info@moonza.store. You may be eligible for a replacement or full refund.

Will I be charged customs fees or taxes?

Import duties, taxes or customs charges may apply depending on your country.

These charges are set by your local customs authority and are the responsibility of the customer. Moonza cannot cover these fees or accept responsibility for customs delays.

For more information, please contact your local customs office.

How do I return an item?

To begin a return, please contact us at info@moonza.store. Our customer care team will explain the next steps.

Please do not return an item before contacting us.

What should I do if my order is incorrect, damaged or defective?

Please contact us as soon as possible if your order arrives incorrect, incomplete, damaged or defective.

Include your order number, clear photos of the item and packaging, and a brief description of the issue. We will review your case and work to resolve it as quickly as possible.

When will I receive my refund?

Approved refunds will be returned to your original payment method.

Credit and debit card refunds are usually sent to the card-issuing bank within 7–10 business days after approval or receipt of the returned item. Your bank may take additional time to display the refund in your account.

If your refund has not appeared after this period, please contact your bank or card provider.