FAQ
Shipping & Delivery
When will my order be shipped?
Your order enters production immediately after payment. Once completed, it is shipped the same or next working day.
How long does delivery take?
Delivery within the UK typically takes 2–4 working days after dispatch.
Do you offer free shipping?
Yes, all UK orders include free tracked shipping.
Do you ship outside the UK?
Not at the moment. Moonrobe currently ships within the United Kingdom only.
Will I receive a tracking number?
Yes, every parcel is shipped with a tracking number, sent to your email once dispatched.
What happens if my parcel is delayed?
Delays can occur due to courier workload or weather. If your parcel is late, contact us and we’ll check the tracking for you.
What if my parcel is lost?
If the courier confirms the parcel is lost, you will receive a replacement or a full refund.
What if my address was entered incorrectly?
Contact us immediately. If the parcel hasn’t shipped yet, we can update the address. If it has shipped, the courier may return it to us.
Returns & Refunds
Can I return a personalised item?
Personalised items can only be returned if damaged or faulty, as they are made specifically for you.
What is your return window?
You can request a return within 14 days of receiving your order.
What if my wooden box arrives damaged?
You will receive a full refund or a replacement. Please send a photo of the damage.
What if only the gift wrapping is damaged?
You may request a partial refund. The gift wrapping can be replaced by you.
How do I request a refund?
Email us at info@moonrobe.com with your order number and photos (if applicable).
How long does a refund take?
Refunds are usually processed within 3–5 working days after approval.
Do I need to return the item to get a refund?
If the box is damaged, yes. If only the wrapping is damaged, no.
What if the gift was damaged during unboxing?
We cannot refund damage caused during unboxing or gifting.
Personalisation
What personalisation options do you offer?
Names, dates, short messages, and custom text depending on the product.
Can I change the name/date/message after ordering?
Only if production hasn’t started yet. Contact us immediately.
Can I request a custom message?
Yes, as long as it fits the design space.
Will I see a preview before production?
No, but every design follows a consistent Moonrobe layout.
What if I made a spelling mistake?
We create the product exactly as submitted. Please double‑check your details before ordering.
Can I personalise multiple items in one order?
Yes, each item can have its own personalisation.
Production & Processing Times
How long does production take?
Most personalised items take 1–2 working days to produce.
Do personalised items take longer?
Yes, because each piece is made individually.
Can I request urgent production?
We cannot guarantee express production, but contact us and we’ll try to help.
What happens if production is delayed?
We will notify you by email if any unexpected delay occurs.
How will I know when my order is ready?
You will receive a dispatch confirmation email with tracking.
Ordering & Payments
What payment methods do you accept?
All major cards, Apple Pay, Google Pay, and Shopify’s secure payment options.
Can I pay with PayPal?
If PayPal appears at checkout, yes. If not, it is not currently supported.
Can I change my order after placing it?
Only if production hasn’t started. Contact us immediately.
Why didn’t I receive an order confirmation email?
Check your spam folder. If it’s not there, contact us and we’ll resend it.
My payment failed — what should I do?
Try again or use a different payment method. If the issue continues, contact your bank.
Can I cancel my order?
Orders can be cancelled only before production begins.
Product Information
What materials do you use?
Natural, untreated wood and high‑quality decorative elements.
Are the wooden boxes untreated?
Yes, they are untreated and suitable for pyrography or further crafting.
Are the boxes handmade?
Yes, each box is handcrafted and individually personalised.
Are the colours exactly as shown in the photos?
Colours may vary slightly due to lighting and screen settings.
Are the products safe for children?
Moonrobe products are decorative items and not toys.
Do you offer gift sets or bundles?
Not yet, but we plan to introduce them in the future.
Gift Packaging
What does the gift packaging include?
Premium wrapping, ribbon, and protective layers.
Can I choose a different ribbon or colour?
Not at the moment — the Moonrobe style uses a consistent colour palette.
Can I add a gift message?
Yes, you can add a personalised message during checkout.
What if the gift packaging arrives damaged?
You may request a partial refund.
Is the packaging recyclable?
Most elements are recyclable, except decorative parts.
Troubleshooting / Help
I didn’t receive my confirmation email — what now?
Check spam. If not there, contact us and we’ll resend it.
My tracking number doesn’t work — what should I do?
Tracking may activate after a few hours. If it still doesn’t work, contact us.
I entered the wrong address — can I fix it?
Yes, if the order hasn’t shipped yet.
My parcel says “delivered” but I didn’t receive it.
Check neighbours or safe places. If still missing, contact the courier and us.
I need help with my order — how do I contact you?
Email: info@moonrobe.com
Privacy & Data
What personal data do you collect?
Only what is needed to create and deliver your order.
How do you use my personal information?
To personalise your item, process your order, and ship your parcel.
Do you store my payment details?
No. Payments are processed securely by Shopify.
Can I request deletion of my data?
Yes, email us at info@moonrobe.com.
Do you share my data with third parties?
Only with Shopify, payment processors, and couriers.
Didn’t find your answer?
If your question isn’t listed above, just send it to us here — we’re happy to help.
You can also email us at info@moonrobe.com.