FAQ's

What is your turnaround time?

 

Please allow up to 5 working days* for your order to be completed before dispatch. During Sales and busy holiday periods the TA could be longer. This will be stated on social media and the website prior to ordering. When ordering for Christmas, please order by the last order date listed.

*If ordering pre-orders then the time will be stated on the product for dispatch.

Can I edit or cancel my order?

If for any reason you need to edit or cancel your order, then please email within 24hrs of placing the order. We can not guarantee that your order will be able to be changed as may already be in fulfilment. 

Can I return my order?

For any reason you would like to refund or to exchange your order. Please email us at moonandbearuk@aol.com within 48hrs of receiving your order. All items are inspected prior to dispatch and quality checked. Returns need to be agreed prior to sending back. Any items returned to us without agreement will be refused on arrival and returned to yourself along with a fee for the return postage. Returns or exchanges need to be sent back within 7 days of receiving your order if agreed. 

For a return to be accepted the item(s) need to be unused, unworn and with all tags still attached. Any item sent back showing signs of use will not be accepted. We have the right to decline a refund after 14 days. Refunds will take 7 days to process from receipt of your order.

If an item returned for exchange is out of stock we will give you store credit for when the item is restocked.

Return postage is the responsibility of the customer. When returning we advise to select a method with confirmation of delivery and proof of postage. We will not be held responsible for any items lost from sending back. Postage to send an exchange back to you will be payable by the customer.

Clearance items are non refundable or exchangeable. 

How will my order be sent?

UK Orders are sent by Royal Mail Tracked 48. International Orders are sent by Royal Mail International Tracked & Signed. 

International orders - Please note custom charges will be your responsibility to pay. 

Delivery delays are beyond our control and are not held responsible for any delays. Please allow for up to 5 working days for your order to be fulfilled before being dispatched. We ship Monday - Friday. Please note Royal mail don't always deliver on a Sunday.