FREQUENTLY ASKED QUESTIONS

Select the topic of your question:

FAQ: Orders

 

Delivery time, shipping and custom fees

Orders are shipped Monday through Friday if the product is in stock. 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: 20% of the total order amount (all prices are displayed online are excluding tax, 20% lower than pre-Brexit)
  • Duties: No duties need to be paid as all our products are of EU origin
  • Handling fee: 5£ per order

Example: £150 (total of my order including shipping cost) + £30 (VAT) + £5 (handling fee)= £185

 

The carrier will contact you per email to inform you of the exact amount to be paid before delivery of the package.

 

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:

GTI - Moondream

61 rue du Landy, bat. 15-16

93300 Aubervilliers

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 and Paypal, 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.

FAQ: Products

 

Are your products sold individually?

Yes, all our products are sold individually.

 

 

Can I find your products in a local store?

You can shop all Moondream collections on our online store, exclusively offered by us.

 

 

Does Moondream also sell curtain rods or rails?

We do not sell mounting accessories.

 

 

Does Moondream offer a curtain installation service?

We do not offer installation service.

 

 

Do you make made-to-measure curtains and linings?

Yes, you can place your custom order here.

 

 

What is the diameter of the eyelets ? Which curtain rod to choose?

The inner diameter of the eyelet is 40mm we recommend a rod with max. 30mm diameter.

Some of our curtains are heavy, the rod will have to be securely fixed to the walls or ceiling. There is 3.5cm of fabric above the eyelet.

 

 

How to measure for curtains?

Depending on the heading type you choose, the measurement will be slightly different. Please see our detailed guide for more information.

 

 

How to hem my Moondream curtains?

All our curtains (excluding Premium curtains and 4in1 Room Divider curtains) come with an iron-on tape that allows you to adjust the height of you curtain to the size of your windows.

 

For a single layer curtain :

Please see our detailed guide for more information or watch our video tutorial

 

For a multi-layered curtain: 

The iron-on tape should only be applied on the first layer of fabric, which will allow you to shorten the curtain by just a few centimeters. To secure the iron-on tape in place, you can add a few stitches post-application.

To shorten the curtain by more than just a few centimeters, we strongly recommend that you do not cut the curtains yourself due to their construction in several layers. We advise you to entrust this task to a professional.

If you need specific dimensions, you can also order a custom-made curtain.

 

 

Are the Moondream curtains reversible?

Only our 4in1 Room Divider curtains are reversible (100% identical on both sides, invisible stitches). The back side of our other multi-layered curtain is either white or silver. This information can be found on each product page.

 

 

Are all Moondream curtains fire retardant?

Only our fire retardant black out curtains are. They are M1 certified.

 

 

How can I take care of my Moondream curtain/lining?

If you would like to get rid of a small stain, you can use a slightly damp cloth directly on the fabric. Most of our blackout curtains are washable at 30 °, most of our thermal and soundproof curtains must be dry cleaned. You can find the maintenance instructions for each model on its product page.

 

 

How do Moondream blackout curtains work?

Please see our detailed blackout curtains buying guide for more information.

 

 

How do Moondream thermal curtains work?

Please see our detailed thermal curtains buying guide for more information.

 

 

How do Moondream sound insulation curtains work?

Please see our detailed sound insulation curtains buying guide for more information.

 

 

How to attach a lining to the back of your curtain?

You bought a MOONDREAM curtain lining? Please see our detailed guide for more information or watch our video tutorial below:

 

 

 

How to hang a rod pocket or pencil pleats curtain?

You bought a MOONDREAM pencil pleats curtain? Please see our detailed guide for more information or watch our video tutorial below: 

 

 

 

How to install a room divider curtain?

You bought a MOONDREAM room divider curtain? Please watch our video tutorial below :