FREQUENTLY ASKED QUESTIONS

FAQ: Orders

Delivery time, shipping and custom fees

Orders are shipped Monday through Friday if the product is in stock. Please note that custom orders are manufactured within 6-7 weeks plus shipping times below. Delivery costs are caclulated based on the weight of the product and the delivery location. These costs will be indicated prior to finalising the order.

Home delivery by Chronopost/DPD (4-5 business days) from £7,00.

All orders are shipped from France to the UK. According to the new Brexit regulations, UK taxes have to be paid by the client upon delivery (VAT, Duties, Clearance Fee).

The carrier will contact you per email to inform you of the exact amount to be paid before delivery of the package. All our curtains and linings are manufactured in Poland. However, in accordance with UK legislation, it is the origin of the fabrics which defines the preferential origin of the goods, in the case of our curtains and linings it is therefore Asia.

We disclaim any liability for delayed delivery and/or any consequence that may arise as a result.

Return and exchange

We devote painstaking care to the selection of our products and to the preparation of your online order. If however, you are not satisfied or you change your mind, you have 14 days following the delivery of your order to return all or part of your order.

All Products excluding Custom Made Products delivered to Europe may receive a refund provided that they are returned to the Company intact, complete, and packed in the original packaging; that the iron-on tape has not been used, and that they are accompanied by the purchase invoice.

Return shipping costs are the responsibility of the User and will not be refunded. Return VAT to France (20%) and the handling fee (5£) will be paid by us.

To send the products back, you can mail the parcel to the address below by joining the original invoice on the outside of the parcel. Please make sure that your post office handles the parcel as a return to the original sender, otherwise there might occur additional fees that we are not liable for.

Return address:

Moondream - Rocle 

10 boulevard Garibaldi

69170 Tarare 

France

We will issue a refund to your account within 14 days, upon satisfaction of the above requirements and verification of the returned items.

To exchange the products, please contact our customer service. You will get a free shipping code for your new order.

Payment methods

You can purchase your products securely on MoondreamWebstore. To guarantee you receive the safest shopping experience possible with credit cards, bank transfer (in Euro), Paypal, Apple Pay, Klarna or Trustly, we have selected the leading service providers in online secure payments.

All purchases with credit cards are processed using 3D Secure technology. This system provides optimal protection from fraud through its high level of data security. A stolen credit card cannot be accepted on the moondreamwebstore website as additional and confidential information is required before a first order is placed.

For any questions or for further information, please contact our customer support. 

Payment error

No need to panic, your credit card will not be debited! The 3D security system sometimes complicates communication between the bank and our website. If you encounter this problem, you have several solutions:

• Place your order again. Ensure that your mobile phone is at hand for when you receive your bank's authentication code to validate your payment
• Use the Paypal system for which you do not need an accound, just a valid e-mail address and a credit card.
• Place your order again selecting an alternative payment method.