FAQ's

What is MoonRocks return policy?

Find our Return Policy here.

How do I return an item? 

Contact contact@moonrocks.es

How do I exchange an item?

Exchange for a different size:

To exchange your item for another size, contact us here, contact@moonrocks.es. Your exchange item will be on hold for 14 days, after which it will automatically be taken off hold. Please ensure you post your return back to us well before then to avoid missing out. Once received, we will process your return within 1-3 business days.

Exchange for a different colour or item:

We can only exchange items for a different size. If you would like a different colour or different item, you will need to return your item. Contact us here, contact@moonrocks.es 

Have you received my return? 

Returns generally take 5-7 business days to reach us. Once received, it will be processed within 1-3 business days.

If you want to follow up on your return contact us here, contact@moonrocks.es. Make sure to include the order number of the item you returned. You will receive an update within one business day.

When will I receive my receive my refund or store credit?  

We'll email you updates throughout the returns process but just in case, here's how it works:

  • Returns take 5-7 business days to reach our warehouse
  • Once received, your return will be processed within 1-3 business days.
  • For refunds, please note that your financial institution may need an extra 3-5 business days to clear the funds back into your account.

How can I track my order?

Tip! To make sure we can safely track your return parcel's journey back to us, please drop your return off at any Post office. 

Contact us here, contact@moonrocks.es to check the status of your order. 

How long does delivery take?

Free Shipping to Australia & New Zealand - Enjoy free shipping on orders over AUD $100.

For other destinations, please check our delivery policy.

Orders take 5-7 business days, depending on your geographic location.

Has my order been successful? 

All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. 

For further assistance, contact our Customer Service contact@moonrocks.es

Do you have gift cards? 

  1. E-Gift Cards are available to purchase online here.

I'm having trouble applying a voucher to my purchase

Please check that your purchase meets the Terms & Conditions listed on your voucher. This may apply to the:

  • Minimum spend amount;
  • Expiry date; and
  • Whether the voucher applies to sale items. 

Voucher codes are case sensitive so please enter the exact code at checkout. If you’re still having troubles, contact our Customer Service team here, contact@moonrocks.es 

Returns & Exchanges 

See below for popular questions about our returns process and policy.

How do I return my purchase?

See our Returns Policy to find out how to return your purchase. Please note that some items may be final sale and are non-returnable, we will always let you know if this is the case. 

How long do I have to return my purchase?

You have 14 days from your original purchase date to return your item(s) back to us. 

How long does it take for me to receive a refund?

We'll email you updates throughout the returns process but just in case, here's how it works.  

Returns take 2-5 business days to reach our warehouse. Once received, your return will be processed within 1-3 business days. For refunds, please note that your financial institution can take an extra 3-5 business days to clear the funds back into your account.

How will I be refunded?

You will be refunded the same way you paid. If you paid via:

  • Credit card or PayPal: Your refund will be credited into the same account your payment came from.
  • MoonRocks E-Gift Card: The refund amount will be reissued as a new voucher code via email. 

Please note that courtesy and promotional vouchers are non-refundable.

What if I have changed my mind about an item?

Send your item back to us to exchange or another item or store credit. Items must be in their original condition. Please note that some items may be final sale and are non-returnable, we will always let you know if this is the case.

For more information, see our Returns Policy.

Do you exchange if I need a different size?

Yes, you can exchange for a different size of the same item if it is available in our stock. To make an exchange, contact us here, contact@moonrocks.es . Your exchange item will be on hold for 14 days, after which it will automatically be taken off hold. Please ensure you post your return back to us well before then to avoid missing out. Once received, we will process your return within 1-3 business days.

What if my item is faulty?

We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us here, contact@moonrocks.es

What if the item I received is not what I ordered?

If you received an item different to the one you ordered, please contact our Customer Service team who will help resolve the problem as soon as possible. Contact us here, contact@moonrocks.es 

What if I don't have the original shipping packaging to return an item? 

If you are missing your original shipping box or satchel, use a similar sized cardboard box or plastic shipping satchel. Please keep in mind that you are responsible for safely packing your return so we receive the items in their original condition. When returning items, send them back just like how you received them.

Can I return sale items? 

Yes, you can return sale items unless stated otherwise (subject to the Australian Consumer Law). We will always let you know if a particular sale or promotion excludes returns. For information on how to return items, see our Return Policy. 

Are there any items excluded from MoonRocks return policy?

Some sale items may be excluded from MoonRocks return policy. We will always let you know when this is the case.

For more information on how to return items, see our Return Policy

The item I want is out of stock. What now? 

We try to have a stock level that will keep up with demand but some popular items may sell out fast. Our focus is to keep up with the latest fashion so our products are only available while stocks last.  If something you like is out of stock, contact our style team, contact@moonrocks.es, as they would love to help you find alternative options. 

Do you place items on back order?

No, items are not placed on back order. We try to avoid advertising products that are out of stock. If your desired item has sold out, you will be contacted by our Customer Service team to arrange a store credit or refund if we are unable to source the item from elsewhere.

Can I place an item on hold for purchase at a later date?

  1.  

There was a problem with my order and my desired item is now out of stock.

Please allow 10 minutes for this item to reappear in stock and then try again. If it still appears out of stock, please contact our Customer Service team who will help to resolve this as soon as possible. Contact us here, contact@moonrocks.es

How can I provide feedback about a product? 

We love to hear from our customers. Send us feedback via contact@moonrocks.es

I need personal assistance with my order. Who can I contact?

Our Customer Service team is happy to assist you! Contact us here, contact@moonrocks.es

I'm having problems ordering through your website. What can I do?

Our website is best supported by Google Chrome or Apple Safari. Please check that your browser is up to date. If you are still experiencing difficulties, contact our Customer Service team here, contact@moonrocks.es 

Where can I get help if I need it?

We strive to give you the best online shopping experience and customer support. You can contact our Customer Service team here, contact@moonrocks.es

We’re available: Weekdays 9am to 5pm AEDT

What are cookies? Do I need to enable cookies in my browser?

Cookies are small amounts of data sent from a website to your browser and are stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled'. This means each website can send its own cookie to your browser. Cookies cannot access your personal information but use anonymous unique identifiers. Cookies need to be enabled on your browser for you to add products to your cart and access your account information. If you are using a public computer or share your computer with others, please log out before leaving your computer unattended to protect your information. You can log out by clicking the 'logout' link in the top right hand corner of the website. For more information about how we use cookies, please see our Privacy Policy.

What payment types do you accept? 

MoonRocks offers a number of payment methods:

Credit Cards: Visa, MasterCard, American Express; Paypal; and Gift Cards 

Is it safe to use my credit card on your site?

We strive to ensure that every credit card transaction occurs within a secure environment. You can see the transaction is secure if you see a key lock at the bottom right of your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order. 

My credit card details are not being accepted. What's wrong? 

Please check that:

  • There are no spaces in your credit card number;
  • Your billing address is the same as the address on your credit card; and
  • Your name appears exactly the same as on the card.

If you are still experiencing difficulties, please check with your bank or financial institution. If problems continue, contact our Customer Service team here contact@moonrocks.es 

How do I use my store credit?

Store credit is issued in the form of a voucher code via email. When placing an order, redeem the voucher code in your Shopping Bag or on the Payment page to have the store credit amount deducted from your order value. 

My computer froze while processing payment. How will I know that my payment went through successfully? 

All successful transactions receive a confirmation email within an hour of purchase. If you have not received a confirmation email, please try placing your order again. Alternatively, contact Customer Service team here, contact@moonrocks.es

We’re available: Weekdays 9am to 5pm AEDT

Where can I purchase Gift Cards? 

E-Gift Cards are available to purchase online here.

Where can Gift Cards be used? 

Use your MOONROCKS Gift Card to purchase items on MoonRocks website.

Do Gift Cards expire?

E-Gift Cards are valid for 12 months from purchase date. Please see more information on our Gift Cards here. 

Can more value be added to a Gift Card?

Once a Gift Card has been purchased, the value cannot be altered. Therefore, the value cannot be increased or decreased. 

Where can Gift Cards be redeemed? 

Redeem your MoonRocks Gift Card in your Shopping Bag or Payment page if you are placing an order. If you do not spend the entire Gift Card value, the remaining amount is stored in “My Account” under “My Credit” for you to use on future purchases until all credit has been spent. 

What if I make a purchase valued less than my Gift Card value? 

If your order is valued less than your Gift Card value, the remaining value is stored to your account under “My Credit” for you to use on future purchases until all credit has been spent.

What if I make a purchase valued higher than my Gift Card value?

If your order is valued higher than your Gift Card value, simply pay the remaining amount (after you have redeemed your Gift Card). Payment methods acceptable include credit card and PayPal.

What if my Gift Card is lost or stolen?

Once your Gift Card is activated, please treat it like cash as it cannot be replaced or refunded if lost or stolen.

What should I do if my physical Gift Card is damaged? 

If your physical Gift Card is broken but the personal code is visibly easy to read, you can still use the code to redeem the credit. Please take care of your Gift Card as it is no longer valid if damaged and the personal code is not visible. It is recommended to redeem your credit in “My Account” as soon as you receive your Gift Card to store the credit for future purchases.

Can I exchange my Gift Card? 

Gift Cards cannot be exchanged for another denomination. This includes but is not limited to, for another type of Gift Card, cash, product, or discount.

Can I return or refund a Gift Card?

Gift Cards cannot be exchanged for another denomination including but is not limited to, cash. Gift Cards cannot be refunded or returned.

How many times can I use my Gift Card?

You can use your Gift Card on MoonRocks website as many times as you like until all credit has been spent.

Can I return items initially purchased using a Gift Card? 

Yes, items purchased using Gift Cards are covered under our returns policy (unless stated otherwise). These items may be returned for an exchange or store credit. These items cannot be returned for a refund of cash. Before returning an item, please see our shipping and retuns policy. 

If I have credit stored in My Account, can I transfer it into another account? 

Credit cannot be transferred from one MoonRocks account to another MoonRocks account. Your credit remains in your account for you to use on future purchases until all credit has been spent.

Can I redeem multiple Gift Cards at once?

Yes, you can redeem multiple Gift Cards at once when making a purchase. You can also store multiple Gift Cards in your account under ‘My Credit’ for future purchases.

Do I need to have an account to use a Gift Card? 

Yes, you are required to have an account to redeem your Gift Card. If you already have an account,log in. If you do not have an account, you will need to create one in order to redeem your Gift Card.

Are your prices in American Dollars (US$)?

Yes, all pricing is shown in American Dollars. 

Do you match prices if I see an item on sale elsewhere?

Unfortunately we do not price match but we strive to have competitive prices.

Do your prices include GST? 

Yes we include GST. 

What is store credit and how do I get it? 

When returning an item, you can request for a store credit, which is reissued as a voucher code via email. Store credit can be used on future purchases on MoonRocks website.  Please note that store credit is only sent once returned items have been processed by our Quality Control team, who will confirm that the item is in its original unworn and unused condition or confirm of any proposed fault in items. 

How do I use my voucher?

Redeem your voucher code in the specified field in your Shopping Bag or Payment page during checkout. Your discount will automatically be applied.

I am having difficulty using my voucher/coupon code

Please check that your purchase meets the Terms & Conditions listed on your voucher. This may apply to the:

  • Minimum spend amount;
  • Expiry date; and
  • Whether the voucher applies to sale items.

Voucher codes are case sensitive so please enter the exact code in the fields provided and click ‘Redeem’. You can redeem your voucher code in your Shopping Bag or on the Payment page during checkout.

If you are still having troubles, contact our Customer Service team here, contact@moonrocks.es 

What is PayPal? 

PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant. 

View more information about PayPal here. 

How do I sign up for PayPal? 

Create a PayPal account here

Who do I contact if I have a problem with my PayPal account? 

Unfortunately, we cannot assist with PayPal account problems. If you have problems with your PayPal, please contact their Customer Service team here. 

When will my payment be deducted from my PayPal account? 

When placing an order, payment will be deducted from your PayPal account immediately.

How do I know it is safe to shop with you? 

We value your privacy and work hard to ensure that your details are secured and never released to any other party. Learn how we keep your details safe on our Privacy Policy.

Do you keep my credit card details? 

No, we do not store your credit card details. 

Will my information be sold to third parties? 

Your information will not be sold or passed on to third parties. Your privacy is important to us. Learn more about how we protect your privacy here.

What is your ABN?

Our ABN is 30512910287.

Will I have to sign for my delivery?

Deliveries must be signed for upon arrival. However, you may choose to have the parcel left unattended at your shipping address or sent to your local post office for you to collect later. Depending on the delivery company, you may receive a note advising how to arrange re-delivery.

What if I am not home when my order arrives? 

It will either be left unattended at your address (only if you have requested this) or the delivery driver will leave a note for you to collect your parcel at your local post office.

Parcels are kept at the post office for five days – you will receive another note to remind you to pick it up. It will then be kept at the post office for five more days. If the parcel has not been collected by then, it will be returned to our warehouse.

What is the postage & handling charge on orders?

Enjoy free shipping on orders AUD $100 and above. For orders under $50 charges are subject to change depending on your geographic location. If you have a query regarding this please contact our Customer Service team here, contact@moonrocks.es

How do I change my shipping address after my order has been placed?

We process and pack your order as fast as possible. Your shipping address can only be changed as long as your order has not been shipped. To change your shipping address, please contact our Customer Service team here, contact@moonrocks.es

We’re available: Weekdays 9am to 5pm AEDT 

Do you ship internationally?

We ship to Australia and New Zealand.

If you live outside of these countries and would like to get your hands on some MoonRocks please contact our Customer Service team here, contact@moonrocks.es 

Do you ship to PO Boxes or Military addresses?

Yes! 

Currency 

All orders including shipping costs are in American dollars (US$).

Customer Service

Need assistance? We’re right here! Whether you have a product enquiry, need styling advice or a follow up on your order or simply want to give us feedback, we’d love to hear from you! Contact our Customer Service team here, contact@moonrocks.es

We’re available: Weekdays 9am to 5pm AEDT

How do I change my order?

Our team at the warehouse processes and packs your order as fast as possible. Orders can only be changed if they have not been shipped. If this is the case, you can receive a store credit or refund to use on your new purchase. To make changes to your order, please contact our Customer Service team here, contact@moonrocks.es

We’re available:

Weekdays 9am to 5pm 

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