Customer Notice: Moonie Knots is on holiday 26/07/24-05/08/24 ☼ All orders placed between these dates will be posted on our return ☼
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Customer Notice: Moonie Knots is on holiday 26/07/24-05/08/24 ☼ All orders placed between these dates will be posted on our return ☼
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Shipping

Shipping FAQ
How long does it take to process an order?
  • Please allow 2-5 working business days for your order to be processed for shipping.  I make every effort to fulfill orders as quickly as possible but please understand I am a team of one - it's just me, myself and I! But I will always try my best to process your order like a whippet!
  • Personalised (custom) orders can take up to 4-6 weeks to create and deliver because they are made-to-order.  This can vary significantly dependent on how booked up my custom orders are though so feel free to message in regards to waiting list times! Please note, Custom Orders are to be requested via Instagram (@moonieknots) or contact me via email (moonieknots@gmail.com)
  • Successfully placed orders will receive an email confirmation with the order details.  If you do not receive your email, please check your junk mail or contact me for confirmation at moonieknots@gmail.com.
  • I will not be able to make any changes to your order once it has shipped so please contact me immediately at moonieknots@gmail.com with any queries or concerns with your order.
What about shipping times and costs?
  • Shipping times will be very dependent on any current external restrictions and couriers used.  All my postage costs are based around Royal Mail prices if under 2kg.  Any orders over 2kg will be calculated based on weight and an external courier company.
  • Packaging costs are predominantly absorbed by the company.
  • International costs are based on the country it is being sent to and weight of the order. These may vary for that reason.
  • You may be asked to pay additional postage costs if your parcel is of high value. This additional cost is for insurance cover that is only available to view once an order is ready to post. This additional insurance cost is generally aimed at any order over £200.00
Shipping costs for your order will be calculated and displayed at checkout - this cost will vary based on weight of items and where it’s being posted!
Shipping Discount Codes Explained
  • If you have been authorised to use an ‘Open Box’ type discount code, there are restrictions in place to ensure the code is not misused. Please read the rules around this code use below:
  1. The open box code is ONLY to be used in the event you need to process multiple orders through checkout quickly I.E on a new website collection update where one off items sell very quickly and you wish to continue shopping after your first order that day.
  2. Your first initial order on the website event must be paid in FULL. This includes your postage/shipping cost.
  3. If you then continue shopping after your first order from the event is placed, you may then use the open box code to ensure you are not charged postage/shipping costs.
  4. The open box code is only to be used within a 24hr time frame of a website update. 
  5. If your combined orders from the event weigh over 2kg, you will be required to pay for additional postage/shipping charges to cover the difference of postal costs.  We will contact you to discuss the charges.
  6. In order to use this code, you must provide a valid email address to ensure we are able to contact you on any of the above issues. Failure to provide adequate contact details means your order will be cancelled and refunded and your items will go back up for sale on the website. Your items will not be saved for you and you may risk them selling out to other customers.
  7. Failure to pay for correct postage/shipping costs means your order will be cancelled and refunded. Your items will go back up for sale on the website and you run the risk of them selling out to other customers. Your items are not kept saved for you after a refund has been issued.
  8. If you need to purchase Postage/Shipping, this can be bought via the website. Simply search ‘postage’ and find your country. If your country or postage amount is not available, we will add this on request.
  9. Misuse of this code may result in us cancelling future orders with you.
  10. Any further questions around the use of an Open Box code, please email us at moonieknots@gmail.com

Merged Orders explained..

If you have placed multiple orders within a 24-48hr timeframe, your orders will be combined together in to one unless you state otherwise. This may alter your original order numbers and we may provide you with a new merged order number. Any excess postage costs accrued will be refunded to you or we may contact you in the rare occasion for additional postage costs to be paid due to additional package content weights once the order has been packed and weighed as a final weigh in. 

 
Where do you ship to?
  • We now ship to lots of different countries around the world! If your country isn’t showing as an option for shipping, please email us at moonieknots@gmail.com or DM us on Instagram @moonieknots and we will get it added straight away!
How do I check the status of my order?
  • When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status.  Please allow 48 hours for the tracking information to become available.
  • If you haven't received your order within 10 days of receiving your shipping confirmation email, please contact me at moonieknots@gmail.com with your name and order number, and I will look into it for you.
Refunds, Returns and Exchanges?
  • I accept returns up to 14 days after delivery, if the item is unused and in its original condition, I will refund the full order amount once I have received the item/s.
  • If you are returning one item out of multiple items in an order, only the one item will be refunded.
  • You, the buyer, are responsible for any returns postage costs and will not be reimbursed for these.
  • You, the buyer, are responsible for the safe return of the item/s being returned, we always recommend a tracked/signed for service to ensure returns do not go missing.
  • If your return goes missing in the post, it is your, the buyers, responsibility to claim for this via the courier you used.  Failure for us, Moonie Knots, to receive the return will result in us being unable to process your refund.
  • In the event that your order arrives to you damaged in any way, please email me as soon as possible at moonieknots@gmail.com with your order number and a photo/video of the item’s condition. I address these on a case-by-case basis but will try my best to work towards a satisfactory solution.
  • If you have any further questions, please don't hesitate to contact us at moonieknots@gmail.com

For more details on my refund policy, please click here.