F A Q
I’m not sure what size to buy…
An item I want to buy is sold out – will you be restocking it?
Yes, we are regularly restocking – so keep an eye out!
How do I use a discount code or a credit note?
To enter a discount or credit note code, copy and paste the code into ‘COUPON/VOUCHER CODE’ box during checkout and hit ‘APPLY’. Provided that your order complies with the terms of the offer, the discount will then be taken off your order total.
If you have an existing credit note, it will be available in your Moonaz account and displayed as a payment option during checkout.
A discount code can be used in conjunction with a credit note. If you are using a credit note code, just copy and paste the discount code into the box, hit ‘APPLY’, and then enter the credit note code.
Why isn’t my discount code working?
There are a number of reasons why your code might not be working. Check that:
- You’re logged into your customer account.
- The items in your cart meet the requirements for the promotion (i.e. they are full priced items; they total more than £100).
- The code has not expired.
If you’re still having trouble, contact our Customer Care team at email@example.com and we can sort your problems ASAP.
Can I use more than one promotional code on my order?
Only one of our discount codes can be used per transaction. However, if you have a credit note from a previous order, this can be used in conjunction with a promotional code.
I forgot to enter my promotional code! What can I do?
Unfortunately we cannot enter codes manually after an order has been placed. You’ll have to save it for your next order!
I’m trying to sign into my account – help!
Although you don’t need an account to make a purchase, you will need to create one if you wish to use a promotional code or track your order.
Firstly, check that you have previously created a customer account – not just signed up to our newsletter!
If you’re seeing the ‘invalid login or password’ message, make sure your email and password are correct.
If you still can’t sign in, you can request for a password reminder to be sent – just follow the prompts on the page and enter your account email.
If you’re still having trouble, contact our Customer Care team at firstname.lastname@example.org with screenshots of your issue, and we can sort out your problems ASAP!
Can I cancel or change my order?
As our orders are dispatched quickly, we are unable to cancel or change the details in your order once it has been placed.
Why haven’t I received a shipping confirmation email?
Please allow 24 hours for shipping confirmation emails to come through, or until the next business day if ordering over a weekend.
Sometimes our emails can wind up in junk or spam folders. Try checking there first and adding us as a contact to avoid this!
You can also check that your order has gone through by logging in and viewing the ‘My Account’ section.
Do you offer express shipping?
All of our items are shipped via express post for your convenience! Your Moonaz order will generally be dispatched within 48 hours of being placed, unless placed over a weekend or on a public holiday or if we are based at a show – if this is the case, it will be dispatched ASAP.
How long will my delivery take to arrive?
Estimated time of delivery is 3-6 business days. If you need further information, please contact Moonaz Customer Care at email@example.com
How do I track my order?
Once your order has been dispatched, you will receive a confirmation email containing a link that you can use to track the progress of your delivery. We will also send you email updates along the way, so you know exactly when to expect it.
If I’m not at home to receive my delivery, where will it be left?
Your order needs a signature upon delivery, so if there is no one around to receive it the courier will leave a missed delivery card. You can then organise for your order to be re-delivered whenever it suits you!
What is your returns policy?
Your item(s) can be returned within 14 days of receipt. We ask for the item to be returned to us in its original packaging, with its original label still intact, the item in its original unused condition and attached a copy of your receipt. We recommend that on return you use a signed for delivery receipt and keep a copy of your receipt.
6 Heathfield Avenue
Please be aware that products purchased on sale can only be returned for store credit, unless they are incorrect or faulty.
Can I exchange my item if it doesn’t fit or doesn’t suit me?
We can exchange your item for a different size in the same style, but due to limited availability we cannot exchange for completely different products.
Do you pay for my return shipping?
All return shipping is the responsibility of the customer.
How long will it take for my return to be processed?
We try to get through all returns ASAP, but once your return is received at our office, it may take 5-7 business days to process.
How do I know if you have received my return?
Once a return has been received at our office, we will send you an email confirming that it has arrived. Once received, it can take 5-7 business days to process. When sending back your return we recommend you get a tracking number, just in case it needs to be tracked down.
What do I do if I think an item is faulty?
If you believe your item is faulty, please contact Moonaz Customer Care at firstname.lastname@example.org prior to sending it back.
We cannot accept liability for an item until it is returned and has been confirmed as faulty by our garment technicians.
What defines faulty?
- Manufacturing faults.
- Goods that have been wrongly described.
- Goods that are different to the goods that you ordered.
- Goods that do not do what they are supposed to do.
- Goods that have defects that were not obvious or that we did not bring to your attention.