Help centre
Frequently asked questions
Quick answers about orders, shipping, returns, sizing, payments, and shopping with Moon Apparel.
Still need help? Contact usBrowse by topic
Jump to the section you need — or scroll through all common questions below.
Shopping
Orders
How do I place an order?
Browse our collections, choose your size and colour, then click Add to cart. When you are ready, open your cart and continue to checkout. You can pay securely online and will receive an order confirmation by email.
Can I change or cancel my order?
We start preparing orders quickly. If you need to change or cancel, contact us as soon as possible via our contact page with your order number. If the order has not yet shipped, we will do our best to help.
How do I track my order?
Once your order ships, you will receive a shipping confirmation email with tracking details (when available from the carrier). You can also check your order status by logging into your account.
I did not receive a confirmation email. What should I do?
Please check your spam or junk folder first. If you still cannot find it, contact us with the email address used at checkout and we will confirm whether the order went through.
Delivery
Shipping
How long does shipping take?
Orders are typically processed within 1–3 business days. Standard domestic delivery usually arrives within 5–7 business days after dispatch. International orders may take 10–21 business days, depending on the carrier and customs.
See full details on our shipping page.
Do you ship internationally?
Yes. We ship to selected international destinations. Delivery times and duties or taxes (if applicable) can vary by country. Any customs fees are the responsibility of the customer unless otherwise stated.
How much does shipping cost?
Shipping costs are calculated at checkout based on your delivery address and order details. Promotional free-shipping offers may apply from time to time and will be shown clearly at checkout when available.
My package is delayed or missing. What next?
Please wait until the estimated delivery window has passed, then check your tracking link. If tracking has stopped updating or the package is marked delivered but not received, contact us with your order number and we will help investigate with the carrier.
Aftercare
Returns & exchanges
What is your return policy?
Items may be returned within 30 days of delivery in unused condition with original tags attached. Please review our full returns & exchanges page for eligibility details.
How do I start a return?
Contact our team through the contact page with your order number and the items you wish to return. We will guide you through the next steps.
Can I exchange an item for a different size?
Yes, where stock is available. The easiest option is often to return the original item and place a new order for the correct size. Contact us if you need help choosing the right fit.
When will I receive my refund?
Once we receive and inspect your return, refunds are typically processed within a few business days. Your bank or card provider may take additional time to show the credit on your statement.
Fit
Sizing & fit
How do I find my size?
Use the size chart on each product page for the most accurate measurements. If you are between sizes, we usually recommend sizing up for a more relaxed fit. Visit our size charts page for more guidance.
Do your clothes run true to size?
Most Moon Apparel styles are designed to fit true to size. Fit notes on individual product pages will highlight any styles that run larger, smaller, or oversized.
What if my item does not fit?
If an item does not fit as expected, you can return eligible items within 30 days. See our returns page or contact us for help with an exchange.
Checkout
Payments & discounts
What payment methods do you accept?
We accept major credit and debit cards and other secure payment options shown at checkout (such as Shop Pay, where available). All payments are processed through Shopify’s secure checkout.
Is checkout secure?
Yes. Your payment details are encrypted and processed securely. Moon Apparel does not store full card numbers on our servers.
How do I use a discount code?
Enter your code in the discount field at checkout and apply it before completing payment. Only one discount code can usually be used per order unless a promotion states otherwise.
Why was my payment declined?
This can happen due to incorrect card details, insufficient funds, or bank security checks. Double-check your details, try another payment method, or contact your bank. If the issue continues, reach out through our contact page.
Your profile
Account
Do I need an account to shop?
No — you can checkout as a guest. Creating an account makes it easier to track orders, save addresses, and shop faster next time. Create an account or log in.
I forgot my password. How do I reset it?
On the login page, choose the password recovery option and enter your email. You will receive a reset link if an account exists for that address.
How do I update my email or address?
Log in to your account to update your details and saved addresses. For help with an existing order’s delivery address, contact us as soon as possible after placing the order.
Our clothing
Products & care
Are your products made ethically?
Yes — ethical manufacturing and responsible sourcing are core to Moon Apparel. Learn more on our ethics, responsible sourcing, and our beliefs pages.
Do you use organic or recycled materials?
Where possible, we use preferred materials such as organic cotton and recycled polyester. Product pages note material details when they apply.
How should I care for my garments?
Always follow the care label inside each garment. In general, wash similar colours together, avoid overheating, and hang or lay flat to dry when recommended to help clothes last longer and reduce waste.
An item is sold out. Will it come back?
Popular styles may return in future drops, but stock can be limited. Follow Moon Apparel updates and check new arrivals regularly, or contact us to ask about a specific style.
Still have a question?
Our team is happy to help with orders, sizing, returns, or anything else about Moon Apparel.
Contact Moon Apparel