FAQS
Do I need to have an Account to place an Order?
No, you're not obliged to have an Account to place an Order on our website. You can simply place an Order as a guest.
What do I need to do if I forget my password to access my Account?
If you forget your password, you can easily restore it by following some simple steps. Please click on "Forgot your Password?" in your "My Account" tab. After entering your email address, please click "Recover password" and we will send you an email with a link to reset a password to access again your Account.
Can I place an order over the phone?
Unfortunately, this order option is not currently available.
Do you ship all over the world?
All the available delivery destinations can be selected at the check out page.
The delivery address of your order must match the country site in which you place your order. Please select the correct country site for your order from the link in the corner of each page.
How can I know if you have received my Order or not?
Once you complete the purchasing process on our website, you will receive an email with the confirmation that we have received your order and that it will be prepared for shipment asap. You will also receive a confirmation when your order has been shipped. If you have a Moon Boot Account, you will be able to see the details of the purchase, follow the Order preparation, and check the shipping updates in your Personal Account / Personal Area.
Is it possible to reserve an item to buy later on?
No, it's not possible to reserve an item to buy later on our Moon Boot Online Store.
How can I choose the right size for me?
Click on the "Size Guide" present on each item's page and take a look at our conversion chart.
For more informations, do not hesitate to contact us at customercare@moonboot.com
Is there a way to know if an item is in stock?
All items you see on our ecommerce website are in stock. If you can select your size, then the product in that size is in stock and available to be purchased. In the unfortunate event for which an error occurs and the item you ordered is no longer in stock, you will be promptly informed by our Customer Service.
Which payment methods do you accept?
We have a global payments offer.
- Credit cards (Visa, Mastercard, American Express, Diners, Discover, JCB and Union Pay);
- Paypal;
- Apple Pay;
- Alipay for any EUR currency, United Kingdom, United States, Denmark, Sweden, Brunei, China, Hong Kong, Macao, Taiwan, Thailand, Vietnam, Singapore, Laos, Philippines, Indonesia, Cambodia and Malaysia;
- Klarna for the United States, United Kingdom, Italy, France, Austria and Switzerland with the following terms:
• USA: $10 - $1500 USD (Payin4)
• UK: £35 - £1500 GBP (Payin3)
• Italy: €35 - €2000 EUR (Payin3)
• France: €35 - €1500 EUR (Payin3)
• Austria: €1 - €5000 EUR (PayLater)
• Switzerland: 1 - 5000 CHF (PayLater)
- iDeal for The Netherlands
Can I change or remove my Credit Card details?
Yes, you can always change or remove your payment details saved in your account.
Will my Personal Details be safe in your website?
Please be assured that your Personal details are safe and wil always be kept strictly confidential. To learn more about our Privacy Policy, please find all information on our dedicated page.
When will I be charged on my Credit Card?
You will be charged on your Credit or Debit Card once the Order is confirmed.
How can I return my order?
Did something go wrong with your order? No problem! Returns are easy and always free.
If something, for any reason, doesn't feel right to you, you will have 14 days from the receipt of your order to return the item(s) to Moonboot.com. Be careful not to remove tags, any accessories or labels: we do not accept returns of products which are not in the original conditions.
Personalized items may not be returned, except for cases regarding product warranty.
Returned items must be shipped back to us from the same Country they were delivered to the address indicated on the pre-paid return label that you can download and print upon completing the return request on our website (please follow the instructions on your Return Form to ship the products you wish to return back to us; we recommend delivering the return package to the courier service point nearest to you within 7 days of receiving your order to ensure it arrives safely back in our hands before the 14 day return window expires).
If you have any doubt, do not hesitate to contact us at customercare@moonboot.com
Is it possible to exchange an item ordered?
No, to exchange an item ordered is a service not yet available on our website.
If you wish to change your order, you can place a new order of the item you want to have instead, and then follow the simple instructions to Return the item you don't want anymore. For more informations, do not hesitate to contact us at customercare@moonboot.com
How do I return or exchange a Faulty Item?
If the item you received is faulty or damaged, please contact our Customer Service at customercare@moonboot.com
How are refunds processed?
Once the return has been received at our warehouse and accepted by our quality and control team, the refund will be processed to your original payment method (excluding shipping costs).
We will send you an email stating what we got back to our warehouse and that we will soon process the refund - please note that it can take up to 10 days.
Can I get Same Day Delivery?
Same Day Delivery isn't available yet.
How can I track my order?
You can easily track the Delivery progress on the Track your Order section on moonboot.com website, or by signing in to your Moon Boot Account. The tracking number can also be found in the email you will receive from our Customer Service once your order has been dispatched.
Is it possible to get an item repaired?
Unfortunately, we do not offer repair service, but please be aware of the fact that if an item bought on our online store shows (within 24 months from the date of purchase) a manufacturing fault, excluding defects due to normal wear and tear of the product, we will evaluate the possibility to repair, to substitute or accept a return of the item: just contact our Customer Service at customercare@moonboot.com
Can I change my shipping address after my order has been dispatched?
No, unfortunately, this is not possible.
For any doubts, please contact our Customer Service at customercare@moonboot.com
How do I receive Moonboot email updates?
Stay informed of new arrivals, trends and exclusive collaborations by entering your email address in the Newsletter Subscription form at the bottom of our homepage.
