Shipping policy
Shipping Policy
Moonbz
At Moonbz, we want your order to reach you as smoothly and reliably as possible. This Shipping Policy explains how and when we process and deliver your orders. Please read it together with our Terms of Service and our Returns & Refunds Policy.
Order Processing
Once your order has been placed, we begin processing it after your payment has been approved. Orders are dispatched within 3 working days of payment approval.
Working days are Monday to Friday and do not include weekends or public holidays. Orders placed on weekends or holidays will begin processing on the next working day. During busy periods, such as sales or holiday seasons, processing may take slightly longer, and we appreciate your patience.
You will receive a confirmation email once your order has been dispatched.
Delivery Times
Estimated delivery takes 10 to 20 days after your order has been dispatched.
This means that, in addition to our processing time of up to 3 working days, you can expect to receive your order within approximately 10 to 20 days from the date of dispatch.
Please note that delivery times are estimates only and are not guaranteed. While we make every effort to ensure your order arrives within the stated timeframe, actual delivery times may vary due to factors beyond our control, including carrier delays, customs processing, weather conditions, remote delivery locations, or other circumstances outside our reasonable control.
Tracking Your Order
Where tracking is available for your order, we will provide tracking information by email once your order has been dispatched, so you can follow its progress to your delivery address.
Delivery Address
It is your responsibility to provide a complete and accurate delivery address at checkout. We are not responsible for orders that are delayed, lost, or delivered incorrectly as a result of an incorrect or incomplete address being supplied. If you notice an error in your delivery details after placing your order, please contact us as soon as possible at help@moonbz.com and we will do our best to assist before your order is dispatched.
Risk and Ownership
Risk of loss and damage to your products passes to you at the time of delivery. Ownership of the products passes to you once we have received full payment and the products have been delivered.
Failed or Delayed Deliveries
If your order has not arrived within the estimated delivery window, please contact our customer support team at help@moonbz.com so we can investigate and help resolve the issue.
If a delivery attempt is unsuccessful and the order is returned to us because it could not be delivered, we will contact you to arrange redelivery. Additional charges may apply for redelivery in such cases.
Damaged or Incorrect Items
We take great care in packaging your order. If your order arrives damaged, faulty, or incorrect, please contact us at help@moonbz.com with your order number and, where possible, photographs of the issue. Your rights in these circumstances are set out in our Returns & Refunds Policy and remain protected under the Consumer Rights Act 2015.
Contact Us
If you have any questions about shipping or the status of your order, please contact our customer support team:
Email: help@moonbz.com Customer service hours: Monday to Friday, 8:00 am – 6:00 pm