Shipping policy

At MoonsOut, every order is prepared with care. Some items are in stock and can be shipped sooner, while others are produced after the order is placed.

Below you will find information about production time, delivery estimates, customs duties, tracking and shipping issues.

1. Order Processing and Production Time

Some items are in stock and can be shipped after your order is processed.

If an item is not currently in stock, it is produced after your order is placed. In this case, production usually takes approximately 4–6 business days before the order is shipped.

Please note that production time is separate from shipping time.

The total time to receive your order includes:

  • order processing time;
  • production time, if the item is not in stock;
  • shipping time after the order has been handed over to the carrier.

2. Business Days

Orders are processed on business days, Monday through Friday, excluding public holidays.

During busy periods, launches, promotions, holidays or high order volume, processing and production may take slightly longer.

3. Delivery Estimates

Shipping times begin after your order has been processed, produced if needed, and handed over to the carrier.

Estimated delivery times:

Standard Shipping: approximately 6–10 business days
Express Shipping: approximately 1–3 business days

These delivery estimates are not guaranteed and may vary depending on the destination country, shipping carrier, customs processing, holidays or other circumstances outside the control of MoonsOut.

4. Shipping Carriers

MoonsOut uses DHL and PostOne for international shipping.

Available shipping methods and rates are shown at checkout based on your delivery destination.

Final shipping rates are calculated at checkout based on destination, shipping method and package details.

5. Tracking

Once your order has been shipped, you will receive an email with tracking information.

Please note that tracking updates may take up to 24–48 hours to appear after the shipping label has been created.

6. Shipping to the United States

For orders shipped to the United States, customs duties, import duties and related import fees are covered by MoonsOut.

Customers in the United States pay the amount shown at checkout and should not be required to pay additional customs charges upon delivery.

7. Shipping within the European Union

Orders within the European Union are shipped from an EU member state. Because of this, customers in the EU should not be charged additional customs duties or import duties upon delivery.

Customers in the EU pay the amount shown at checkout, without additional customs charges upon delivery.

8. Shipping Outside the United States and European Union

For countries outside the United States and the European Union, any customs duties, VAT, import taxes, customs fees, brokerage fees or other local charges are the responsibility of the customer.

These charges are determined by local customs authorities and are not controlled by MoonsOut.

If you are unsure whether additional fees may apply in your country, we recommend contacting your local customs office before placing an order.

9. Countries We Ship To

MoonsOut ships internationally.

We currently do not ship to Russia.

We reserve the right to temporarily restrict shipping to certain countries due to war, sanctions, logistics limitations, inability to track shipments or other circumstances outside our control.

10. Shipping Delays

Once a package has been handed over to the carrier, delivery time depends on the shipping company, customs processing and local conditions in the destination country.

MoonsOut is not responsible for delays caused by:

  • customs processing;
  • holidays;
  • incorrect or incomplete shipping address;
  • recipient absence;
  • carrier delays;
  • natural disasters, strikes, emergencies or other events outside our control.

If there is an issue with your package, you can contact us and we will assist as much as possible.

11. Lost Packages

If your package appears to be lost or tracking has not updated for an unusually long time, please contact us at: shop@moonsout.shop

MoonsOut may work directly with the carrier or ask the customer to contact the carrier for additional information, as shipping carriers often have the fastest access to current delivery status.

If the carrier officially confirms that the package is lost, we will offer an appropriate solution, such as a reshipment or refund, depending on the situation.

12. Damaged Packages

If your package arrives damaged, please contact us within 48 hours of delivery at: shop@moonsout.shop

Please include photos of:

  • the outer packaging;
  • the inner packaging;
  • the damaged item;
  • the shipping label, if possible.

This helps us review the case and, if needed, file a claim with the carrier.

13. Incorrect or Incomplete Address

The customer is responsible for providing a correct and complete shipping address.

If the address is incorrect, incomplete or invalid, the package may be delayed, returned to us or lost. In such cases, MoonsOut is not responsible for additional costs.

If the package is returned to us due to an incorrect address, reshipping must be paid by the customer.

14. Unclaimed and Returned Packages

If the carrier is unable to deliver the package, they may make several delivery attempts or hold the package for a limited period, depending on the carrier’s rules.

If the package is not collected and is returned to us, we can reship it after the customer pays for a new shipping cost.

If the customer prefers a refund, the original shipping cost, return shipping cost and any additional fees may be deducted.

15. Refused Delivery

If the customer refuses to accept the package upon delivery, this is considered a refused delivery.

In this case, the original shipping cost, return shipping cost and any additional fees may be deducted from the refund.

16. Contact

For any questions about shipping, tracking or delivery issues, please contact us at: shop@moonsout.shop