SHIPPING & RETURNS
Orders take 5-7 business days, depending on your geographic location. We ship anywhere in the world.
At Moon Rocks, we’re proud to offer you fast shipping options as well as free standard shipping on all orders over:
US50$ for Indonesia.
US100$ for Australia and New Zealand.
US130$ for anywhere else in the world.
Postage and handling costs
We offer free shipping on all orders over $130. All other postage and shipping costs depend on your geographic location and will be shown to you at the checkout. All costs are in American dollars.
Your order will be delivered by EMS which is the express delivery from Indonesia Post Office. Once your order has been shipped, you’ll receive an email containing tracking details on how to follow your order’s journey to your door.
Signing for deliveries
To make sure your order safely reaches you, a signature is required upon delivery. However, you may choose to have your parcel left without a signature (e.g. on your front porch). We’ll ask you to select your preferences at checkout. If no one is present to receive your parcel, a notice will be left at your address with alternative delivery or pick-up options.
Changing your shipping address
We know you want your order fast so our team at the warehouse aims to process and pack your order as quickly as possible. This means that if you need to make changes to your order (including your shipping address), we can only do so if it hasn’t left the warehouse.
To change your shipping address, please contact us here firstname.lastname@example.org.
We’re available: Weekdays 9am to 5pm
MoonRocks delivers to anywhere in the world.
We have 3 rules of returns; item(s) must be returned:
- Within 14 days of purchase;
- Unworn and unused with the original tags still attached; and
- In the original packaging which must be in the original condition.
If your item matches all of these conditions, please contact email@example.com to organise your return. Please note the fine print below, and our terms and conditions for further information.
Items sealed for hygiene reasons can only be returned if the seal is intact. So make sure you love your purchase before you tear into it! Some examples of items which are packaged with this seal are; swimwear, underwear, accessories etc.
You are responsible for safely packaging your return to ensure we receive the items in tip-top condition.
Can I return sale items?
Yes, you can return sale items unless stated otherwise (subject to the New Zealand/Australian Consumer Law). We will always let you know if a particular sale or promotion excludes returns.
How do I return my purchase?
Please contact us here firstname.lastname@example.org
Returns generally take 2-5 business days to reach our warehouse depending on your geographic location. Once received, your request 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.
Please contact us here email@example.com
Here's how we refund - if you paid via:
- Credit Card, PayPal or 2checkout: Your refund will be credited into the same account your payment came from.
- Part Credit Card, part voucher: The amount you paid with credit card will be credited back into the same account, and we will reissue you with a new voucher. Please note, courtesy vouchers aren't included in this, as they are a courtesy for you being such an excellent customer!
Refund Process Time:
- 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 request 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.
What if you have changed your mind?
If you would like a different colour or a completely different item, return your original item for a refund or store credit and simply make a new order for your desired item.
What if your item is faulty?
We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact our Customer Service team here firstname.lastname@example.org so they can guide you through the returns process and help resolve the problem as swiftly as possible. Please note that we'll need a photo or two showing the defect/fault, which will speed up the returns process for you.
What if you received an item you didn't order?
If you have received an item different to the one you ordered, please contact our Customer Service team here email@example.com who will work with you to resolve the problem as quickly as possible.