FAQ
Placing Your Order
Unfortunately, we’re unable to make any changes once your order has been confirmed. This includes adding or deleting products, changing an item's size or color, or combining several purchases. To guarantee prompt delivery, our fulfillment procedure starts as soon as your purchase is submitted. For this reason, we kindly ask you to review all order details carefully before confirming your purchase.
Moonlit accepts cancellation requests made within 1 hour of order placement, Monday-Friday. Please send an email to info@moonlit.london as soon as possible if you would want to cancel. We will do our best to accommodate your request, but we cannot guarantee cancellation if your order is already being processed or shipped.
Yes, you can. After placing your order, you have 2 hours to change the shipping address yourself. A link to do this will be sent to your email together with the order confirmation. After 2 hours, we may already begin preparing your order for dispatch, so changing the address could be more difficult. But if you didn’t manage to update it in time — please email us as soon as possible at info@moonlit.london, and we’ll do our best to make the changes if your order hasn’t yet been handed over to the courier.
Our team is here to help. Contact us by email at info@moonlit.london if you have any problems about your order, payment, size, or shipment. During business days, we try to reply as soon as possible and make sure your Moonlit experience is easy and enjoyable.
A confirmation email with your order number, product information, price, and delivery address will be sent to you once your purchase is placed. Please check your spam or promotions folder if it's not in your inbox.
Yes, as soon as you place your order, you will automatically receive an email confirming it. You will receive a second email with delivery information and a tracking number as soon as your product ships. This lets you keep an eye on your package in real time.
Order Status
We aim to process and ship all orders as quickly as possible. Orders are usually shipped one to two business days after they are confirmed. Processing times could be a little longer during sales or high-demand periods, but we'll always send you an email if there are any delays.
A shipment confirmation email with your tracking number and a direct link to track the delivery will be sent to you as soon as your order ships. This allows you to check the real-time status of your shipment at any moment.
Please email us right away at info@moonlit.london if your package comes unfinished and one or more pieces are missing. We'll look into the problem, get in touch with the courier if needed, and make sure it's resolved as soon as possible.
We sincerely apologize if something went wrong with your order. Please send a clear photo of the item or packaging to info@moonlit.london if it came damaged or if you received the incorrect item. We’ll review the situation and offer a suitable solution — whether it’s a replacement, refund, or exchange.
Yes, you will receive a second email with all the delivery details as soon as your shipping details. A tracking number and a website to check the real-time arrival status of your package will be included.
Shipping
Standard shipping within the UK costs £3.95 and usually takes 2–3 business days. You can also choose express shipping (1–2 business days) for £5.95. All orders are shipped with tracking for your convenience and peace of mind.
Yes, we are pleased to provide international shipping. Costs and delivery schedules are automatically determined at checkout and vary based on your country. All orders are shipped with tracking.
Yes, import taxes or customs duties imposed by your nation's laws may apply to orders placed from outside. These fees are not included in the price of your order and must be paid by the recipient. Before placing a purchase, we advise you to review the customs regulations in your area.
Standard delivery for purchases sent in the UK usually takes two to three business days, while expedited shipping takes one to two business days to arrive. For international orders, estimated delivery is between 5–14 business days, depending on the destination.
Yes, all orders over £100 qualify for free standard shipping within the UK.
Please get in touch with us right away at info@moonlit.london if your package is listed as delivered but hasn't arrived or if it seems to have been lost in transit. We will work with the courier to look into the matter and try our best to find your package or set up a workable alternative.
Yes, express shipping is available for UK addresses. It usually arrives 1-2 business days after shipping and costs £5.95.
Payment
We take Visa, Mastercard, Apple Pay, Google Pay, and PayPal, among other popular payment ways. Secure payment mechanisms are used to handle all payments.
Yes, we accept Klarna for installment payments. You have the option to split the amount into multiple installments or place your order now and pay later. Simply select Klarna at checkout to use this feature.
Yes, innovative encryption technologies are used to secure every transaction on our website, guaranteeing the safety of your money and personal data.
Gift Cards & Packaging
Yes, we offer electronic gift cards. If you want to let the receiver pick anything they adore, they're the ideal choice.
During checkout, just input your gift card code in the designated space on the payment page.
The card will be emailed straight to the recipient if you provide their email address at checkout.
No separate gift wrapping is necessary — all our products come in a branded, beautifully designed box that’s perfect for gifting. The sophisticated and exquisite packaging is sure to make an impression.
Returns & Exchanges
In compliance with UK consumer legislation, we accept returns within 14 days of the delivery date. Please see our Returns & Exchanges page for more information on eligibility, product condition criteria, shipping cost refunds, and exclusions.
Please send an email to info@moonlit.london with pictures and a detailed explanation of the problem if you get a defective or damaged item. We'll respond as quickly as we can with a replacement, refund, or other suitable resolution.
We do not offer direct exchanges. Please return the undesired item in accordance with our return policy if you would prefer an alternative item or size. Once processed, you can place a new order for your preferred item.
You will receive an email confirming receipt of your return. After inspecting the item, we’ll notify you whether the return has been approved and provide details about your refund.
Please send an email with your order number to info@moonlit.london to start the return process. If you live in the UK, we will provide a free return label along with return instructions. International customers are responsible for return shipping costs unless the item is faulty or incorrect.
We will handle your refund within 14 days after receiving and inspecting your return. It might take an extra one to five business days for the refund to show up in your account, depending on your bank or payment processor.
Yes, if the return is accepted, you will get a complete refund of the item's cost, including the usual shipping charge. If you selected express shipping, the extra cost for that service will not be refunded. Returns must be unworn, in original condition, and with all tags attached.
Sizing & Care
Please visit our Size Guide page for comprehensive information on how to take your measurements and select the appropriate size in order to get your ideal fit. We offer all of our styles in sizes S, M, and L. If you're unsure — we're always here to help, just drop us a message.
Our standard size range is S, M, and L. To make the best decision, please consult our Size Guide and the product description as each model may fit somewhat differently.
Yes, we have a dedicated Size Guide page with a detailed size chart and helpful tips to make sure your purchase fits perfectly.
On our website, we've compiled all of the lingerie care advice into unique blog posts. Instructions for washing, drying, and storing delicate materials are provided so that they remain in ideal condition for as long as possible. We advise handling your pieces with care and hand washing them in cool water.
Discounts & Promotions
Yes, we offer an exclusive discount for your first order.. Just sign up for our newsletter, and you'll get an email with a unique coupon code. It's the ideal method to learn about our brand.
Certain promotional codes might not work on sale or discounted products. Please carefully read the terms before using the code, which are always mentioned explicitly when you receive it.
Contact
You may contact us at info@moonlit.london with any inquiries about orders, delivery, or refunds. We aim to respond as quickly as possible and provide the best support we can.
Our customer service is open from 10:00 AM to 6:00 PM (UK time) Monday to Friday. We will respond to your message on the following working day if you contact us outside of these hours.
Placing Your Order
Can I modify my order after it has been placed?
Unfortunately, we’re unable to make any changes once your order has been confirmed. This includes adding or deleting products, changing an item’s size or color, or combining several purchases. To guarantee prompt delivery, our fulfillment procedure starts as soon as your purchase is submitted. For this reason, we kindly ask you to review all order details carefully before confirming your purchase.
Can I cancel my order?
Moonlit accepts cancellation requests made within 1 hour of order placement, Monday-Friday. Please send an email to info@moonlit.london as soon as possible if you would want to cancel. We will do our best to accommodate your request, but we cannot guarantee cancellation if your order is already being processed or shipped.
Can I change the shipping address after confirmation?
Yes, you can. After placing your order, you have 2 hours to change the shipping address yourself. A link to do this will be sent to your email together with the order confirmation. After 2 hours, we may already begin preparing your order for dispatch, so changing the address could be more difficult. But if you didn’t manage to update it in time — please email us as soon as possible at info@moonlit.london, and we’ll do our best to make the changes if your order hasn’t yet been handed over to the courier.
How can I contact customer support if I have a question?
Our team is here to help. Contact us by email at info@moonlit.london if you have any problems about your order, payment, size, or shipment. During business days, we try to reply as soon as possible and make sure your Moonlit experience is easy and enjoyable.
How do I know if my order is confirmed?
A confirmation email with your order number, product information, price, and delivery address will be sent to you once your purchase is placed. Please check your spam or promotions folder if it’s not in your inbox.
Will I receive an email confirmation of my order?
Yes, as soon as you place your order, you will automatically receive an email confirming it. You will receive a second email with delivery information and a tracking number as soon as your product ships. This lets you keep an eye on your package in real time.
Order Status
How long does it take to ship my order?
We aim to process and ship all orders as quickly as possible. Orders are usually shipped one to two business days after they are confirmed. Processing times could be a little longer during sales or high-demand periods, but we’ll always send you an email if there are any delays.
How can I track my order?
A shipment confirmation email with your tracking number and a direct link to track the delivery will be sent to you as soon as your order ships. This allows you to check the real-time status of your shipment at any moment.
What should I do if part of my order is missing?
Please email us right away at info@moonlit.london if your package comes unfinished and one or more pieces are missing. We’ll look into the problem, get in touch with the courier if needed, and make sure it’s resolved as soon as possible.
I received a damaged or incorrect item - what should I do?
We sincerely apologize if something went wrong with your order. Please send a clear photo of the item or packaging to info@moonlit.london if it came damaged or if you received the incorrect item. We’ll review the situation and offer a suitable solution — whether it’s a replacement, refund, or exchange.
Will I receive an email with delivery information?
Yes, you will receive a second email with all the delivery details as soon as your shipping details. A tracking number and a website to check the real-time arrival status of your package will be included.
Shipping
How much does shipping cost?
Standard shipping within the UK costs £3.95 and usually takes 2–3 business days. You can also choose express shipping (1–2 business days) for £5.95. All orders are shipped with tracking for your convenience and peace of mind.
Do you offer international shipping?
Yes, we are pleased to provide international shipping. Costs and delivery schedules are automatically determined at checkout and vary based on your country. All orders are shipped with tracking.
Will I have to pay customs duties or taxes for international shipping?
Yes, import taxes or customs duties imposed by your nation’s laws may apply to orders placed from outside. These fees are not included in the price of your order and must be paid by the recipient. Before placing a purchase, we advise you to review the customs regulations in your area.
When will I receive my order?
Standard delivery for purchases sent in the UK usually takes two to three business days, while expedited shipping takes one to two business days to arrive. For international orders, estimated delivery is between 5–14 business days, depending on the destination.
Is free shipping available?
Yes, all orders over £100 qualify for free standard shipping within the UK.
What should I do if my package is lost or stolen?
Please get in touch with us right away at info@moonlit.london if your package is listed as delivered but hasn’t arrived or if it seems to have been lost in transit. We will work with the courier to look into the matter and try our best to find your package or set up a workable alternative.
Do you offer express shipping?
Yes, express shipping is available for UK addresses. It usually arrives 1-2 business days after shipping and costs £5.95.
Payment
We take Visa, Mastercard, Apple Pay, Google Pay, and PayPal, among other popular payment ways. Secure payment mechanisms are used to handle all payments.
Yes, we accept Klarna for installment payments. You have the option to split the amount into multiple installments or place your order now and pay later. Simply select Klarna at checkout to use this feature.
Yes, innovative encryption technologies are used to secure every transaction on our website, guaranteeing the safety of your money and personal data.
Can I modify my order after it has been placed?
Unfortunately, we’re unable to make any changes once your order has been confirmed. This includes adding or deleting products, changing an item’s size or color, or combining several purchases. To guarantee prompt delivery, our fulfillment procedure starts as soon as your purchase is submitted. For this reason, we kindly ask you to review all order details carefully before confirming your purchase.
Can I cancel my order?
Moonlit accepts cancellation requests made within 1 hour of order placement, Monday-Friday. Please send an email to info@moonlit.london as soon as possible if you would want to cancel. We will do our best to accommodate your request, but we cannot guarantee cancellation if your order is already being processed or shipped.
Can I change the shipping address after confirmation?
We can update your shipping address only if your order has not yet been dispatched. Please get in touch with us right away at info@moonlit.london if you need to modify the delivery information or if you made a mistake. Most of the time, we can make changes before the courier receives the order.
How can I contact customer support if I have a question?
Our team is here to help. Contact us by email at info@moonlit.london if you have any problems about your order, payment, size, or shipment. During business days, we try to reply as soon as possible and make sure your Moonlit experience is easy and enjoyable.
How do I know if my order is confirmed?
A confirmation email with your order number, product information, price, and delivery address will be sent to you once your purchase is placed. Please check your spam or promotions folder if it’s not in your inbox.
Will I receive an email confirmation of my order?
Yes, as soon as you place your order, you will automatically receive an email confirming it. You will receive a second email with delivery information and a tracking number as soon as your product ships. This lets you keep an eye on your package in real time.
Gift Cards & Packaging
Do you sell gift cards?
Yes, we offer electronic gift cards. If you want to let the receiver pick anything they adore, they’re the ideal choice.
How can I redeem a gift card when placing an order?
Simply enter your gift card code in the “Add a coupon” field on the cart or checkout page. The balance will be automatically applied to your order.
Can I send a gift card directly to someone else?
Yes! Just enter the recipient’s email address in the “Mail To Recipient” section during purchase — we’ll send the gift card directly to their inbox.
Can I add a personal message when sending a gift card?
When buying the gift card, you may add a personalized message (up to 300 characters) that will appear in the email the recipient gets.
What happens if I don’t use the full amount of my gift card in one order?
Any unused balance is automatically saved and can be used on a future order. Please email us at info@moonlit.london if you need help applying the remaining amount, and we would be pleased to help.
When will the gift card be delivered?
Gift cards are sent instantly to the recipient’s email after checkout. Rarely, it could take several hours. If you haven’t got it, please check your spam folder or get in touch with us.
Do you offer gift wrapping?
No separate gift wrapping is necessary — all our products come in a branded, beautifully designed box that’s perfect for gifting. The sophisticated and exquisite packaging is sure to make an impression.
Returns & Exchanges
What is your return policy?
In compliance with UK consumer legislation, we accept returns within 14 days of the delivery date. Please see our Returns & Exchanges page for more information on eligibility, product condition criteria, shipping cost refunds, and exclusions.
What should I do if my item is defective or damaged?
Please send an email to info@moonlit.london with pictures and a detailed explanation of the problem if you get a defective or damaged item. We’ll respond as quickly as we can with a replacement, refund, or other suitable resolution.
How can I exchange an item?
We do not offer direct exchanges. Please return the undesired item in accordance with our return policy if you would prefer an alternative item or size. Once processed, you can place a new order for your preferred item.
How do I check the status of my return?
You will receive an email confirming receipt of your return. After inspecting the item, we’ll notify you whether the return has been approved and provide details about your refund.
How do I return an item?
Please send an email with your order number to info@moonlit.london to start the return process. If you live in the UK, we will provide a free return label along with return instructions. International customers are responsible for return shipping costs unless the item is faulty or incorrect.
When will I receive my refund?
We will handle your refund within 14 days after receiving and inspecting your return. It might take an extra one to five business days for the refund to show up in your account, depending on your bank or payment processor.
Will I be refunded the full amount of my order after a return?
Yes, if the return is accepted, you will get a complete refund of the item’s cost, including the usual shipping charge. If you selected express shipping, the extra cost for that service will not be refunded. Returns must be unworn, in original condition, and with all tags attached.
Sizing & Care
How do I choose the right size?
Please visit our Size Guide page for comprehensive information on how to take your measurements and select the appropriate size in order to get your ideal fit. We offer all of our styles in sizes S, M, and L. If you’re unsure — we’re always here to help, just drop us a message.
What sizes do you offer?
Our standard size range is S, M, and L. To make the best decision, please consult our Size Guide and the product description as each model may fit somewhat differently.
Is there a size guide on the website?
Yes, we have a dedicated Size Guide page with a detailed size chart and helpful tips to make sure your purchase fits perfectly.
How do I care for my lingerie?
On our website, we’ve compiled all of the lingerie care advice into unique blog posts. Instructions for washing, drying, and storing delicate materials are provided so that they remain in ideal condition for as long as possible. We advise handling your pieces with care and hand washing them in cool water.
Discounts & Promotions
Do you offer a discount on the first order?
Yes, we offer an exclusive discount for your first order.. Just sign up for our newsletter, and you’ll get an email with a unique coupon code. It’s the ideal method to learn about our brand.
Can I use a promo code on sale items?
Certain promotional codes might not work on sale or discounted products. Please carefully read the terms before using the code, which are always mentioned explicitly when you receive it.
Contact
How can I get in touch with your customer support team?
You may contact us at info@moonlit.london with any inquiries about orders, delivery, or refunds. We aim to respond as quickly as possible and provide the best support we can.
What are your customer support hours?
Our customer service is open from 10:00 AM to 6:00 PM (UK time) Monday to Friday. We will respond to your message on the following working day if you contact us outside of these hours.