Please provide your phone number when placing the order and make sure your email address is correct to help us contact you quickly if there are any issues with your order.
Also, please double-check that your shipping address is accurate. If it’s in a building, be sure to include the floor and room (or apartment) number, because some local couriers might not be able to find your address if it isn’t clear, or may even refuse delivery if the address isn’t specific enough.
Any additional preferences can only be added in the checkout notes when placing your order, or emailed to us within 2 hours after the order is placed.
Moonhill Q&A 😊
📦 1. When will my order be shipped?
Some items are handmade or made-to-order, and processing time is typically 1–5 months, depending on the product.
Please check the product page for the exact shipping time before placing your order.
In-stock items may be shipped faster.
During the processing period, you will receive an order confirmation email only.
Shipping updates and tracking information will be sent once your order has been dispatched.
Thank you for your patience and understanding ❤️
🚚 2. How long does shipping take?
After your order is shipped, delivery usually takes 7–20 days, depending on your location.
Please note that shipping times may vary due to factors such as customs clearance, local delivery conditions, or holidays, which are beyond our control.
Thank you for your patience and understanding ❤️
🌍 3. Do you ship worldwide?
Yes, we ship to most countries worldwide 🌍
Shipping costs will be calculated at checkout based on your location and order weight.
Please note that international orders may be subject to customs duties or taxes, which are the responsibility of the buyer.
In some rare cases, delivery may not be available to certain regions due to local restrictions.
📦 4. How can I track my order?
Tracking details will be sent to your email once your order has been shipped.
Please note that tracking information will only be available after dispatch.
Before shipping, tracking may not show any updates.
You can track your order here:
👉 https://www.17track.net
💳 5. Why didn’t I receive a confirmation email?
Please make sure the email address you entered at checkout is correct.
After placing your order, a confirmation email is sent automatically.
If you cannot find it, please check your spam or junk folder.
Please note that no additional emails will be sent until your order is shipped.
Once shipped, you will receive a shipping confirmation email with tracking details.
If you still cannot find the email, please contact us with your order email.
❌ 6. Do you accept order cancellations or refunds?
Orders cannot be canceled or refunded once production has started or after shipment.
All handmade or made-to-order items require processing time.
Please make sure you understand and accept the shipping timeline before placing your order.
If your order has not yet entered production, please contact us as soon as possible.
A 4% processing fee may apply due to payment provider charges.
Thank you for your understanding and support ❤️
📏 7. How do I choose the size?
We recommend choosing based on your usual EU size.
If your feet are wide or thick, consider sizing up.
⚠️ 8. Important Notice
Please carefully read and confirm the shipping time stated on the product page before placing your order.
All handmade or made-to-order items require production time and cannot be rushed.
By placing an order, you agree to the processing time and related terms.
Thank you for your understanding and patience ❤️
❓9. Why does my order show as payment failed?
Using the Chrome browser usually resolves most payment issues 💕
If you choose to pay by credit or debit card, please note that some card types may not be fully compatible with our payment system, which can cause payment failures. Trying a different card often fixes the problem.
If you have any questions, feel free to contact us anytime 💕
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