Shipping policy

International Shipping, Customs & Import taxes 

Buyers are responsible for any customs and import taxes that need to be paid and we cannot except responsibility for any delays due to customs. We do not ship with Delivery Duty Paid (DDP), this means that depending what country you are in and the cost of your order, you could be liable to pay import duty. This is charged at the rate of your country and applies to goods valued higher than your country's threshold. You can find this information online, so you can calculate import costs prior to ordering and receiving your goods. This is the customers responsibility. 

Customers are liable to complete any paperwork requested by their couriers. We take no responsibility for import charges.

Unclaimed, rejected, returned international parcels do not qualify for refunds unless our returns policy is followed, or unless Hello Moon are at fault. We do not refund for any unclaimed, rejected international parcels unless we are at fault. We do not refund for unexpected, unapproved international parcels. If an international parcel has been returned back to us, we will contact you & ask if you want the parcel re-sending back out to you at your cost, or if you want a credit note issuing (this will excludes shipping costs).

If an order is unclaimed in an EU country and is returned due to this, or is returned for ANY reason & there is an import duty payment outstanding, this payment will be deducted from any refund or credit note you are entitled to.

Delivery time

Delivery time will be estimated at checkout. Please understand that this is an estimate and we cannot guarantee your order will arrive within this time period. Unfortunately, since COVID and Brexit, shipping services have been less reliable and more inconsistent, but please know that we always aim to provide a fast, efficient, tracked, service and we work hard to have a high quality shipping process. 

 

Postage delays 

No refund for postage will be issues in the event of a delay in postage. 

 

Delivery terms 

If your item is 'lost in the post' or 'uncollected from sorting office', the item will be returned to us, we will then notify you, and a new postage label will have to be paid for before re-dispatch to you. 

 

Damaged in the post

All of our parcels are packaged thoroughly with care, however in the instance of a crystal arriving damaged or defective, we will need picture proof to enable us to move forward with a refund or shop credit. There are some items that we will ask to be returned to us for further inspection, if this is the case, delivery cost will be reimbursed to you. 

 

Tracked delivery 

We send all of our parcels tracked delivery so we know where the parcel is and when it has been delivered to you.