PERSONALISED IN-STOCK ORDERS

Personalised items that are currently in stock will be dispatched within approximately 5–7 working days.

We are a small, dedicated team working hard to fulfil orders as quickly as possible.

Please note that this timeframe is a guide - orders may be delayed during peak periods. If you require your item sooner, we offer a faster service for an additional charge.

 

PERSONALISED PRE-ORDERS

Pre-ordered personalised items will be dispatched during the week stated on the product listing.

Each item will indicate: “This order will be dispatched week commencing [date]”.
This means dispatch will occur at any point during that week - not necessarily on the first day.

We work 7 days a week to meet our deadlines, and we appreciate your patience during busy times.

• Orders containing both in-stock and pre-order items will be shipped together once all items are ready.
• Orders with items having different pre-order dates will be dispatched according to the latest estimated date.

If you need in-stock items sooner, please place a separate order for those products.

 

NON-PERSONALISED IN-STOCK ORDERS

Non-personalised items are typically dispatched within 5 working days.
Again, this is an estimated timeframe, and we process all orders as promptly as possible -especially during peak periods.

 

DELIVERY INFORMATION

We process and dispatch orders Monday to Friday using DPD courier for UK deliveries and DHL Express for international orders.

All parcels are fully trackable. On the day of delivery, you'll receive a 1-hour delivery window.

Taxes and duties for international shipments are not included and must be paid by the customer.

Our tracking system lets you:

• See the driver’s location relative to your address
• Track your position in the delivery queue
• Know when your driver is 15 minutes away
• Reschedule delivery or leave instructions (safe place or with a neighbour)
• View full tracking history
• If the courier is unable to deliver, a card will be left with instructions to rearrange delivery or collection.
• Once your order is dispatched, you’ll receive a confirmation email followed by an SMS or email from our courier.

 

RETURNS POLICY

We hope you love your order! But if you do need to return it, please follow the steps below:

1. Request a returns form by emailing support@moonellea.com

2. Items must be returned within 14 days of receipt to be eligible for an exchange or credit note. Credit notes are valid for 3 months from the date of return.

3. Returns received after 14 days will not be accepted and will be returned to the customer.

4. Items must be unworn, in original packaging, and accompanied by a completed returns form.

5. We recommend choosing carefully - use our size guide to ensure the right fit. For further help, email us at support@moonellea.com

 

PLEASE NOTE

Personalised items are non-refundable and non-exchangeable as they are made to order.

Sale items or items purchased using discount codes are not eligible for return.

Discounts and sale prices cannot be applied retrospectively to existing orders.

Customers are responsible for return shipping costs.

We recommend using a tracked and signed-for service—we cannot be held responsible for items lost in transit.