Customer Service

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 globally? 
All the available delivery destinations can be selected in the Country Selector menu on our website. The delivery address of your order must match the country site on which you are placing the order.  
We currently ship to the following destinations: Austria, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain (excluding Canary Islands), Sweden, Switzerland, United Kingdom, United States.  
Please follow Moon Boot on social media and subscribe to our newsletter to receive updates on the shipping to other global destinations. 
Please note free shipping thresholds, shipping carriers, delivery times and shipping costs vary depending on the destination country. To check the delivery information for your destination country, please select your shipping destination in the Country Selector menu of our website.

Do I have to pay import duties on the items that I purchased? 

EUROPE 
We ship duties paid to all countries including Norway, Switzerland and United Kingdom - this means that all duties and import taxes are included in the cost at checkout and you don't have to pay duties upon delivery. 
Whilst you do not have to pay duties, all orders arriving to a country that is not a member of the European Union need to undergo a customs clearance process. Therefore, our third party courier companies may contact you via email and ask you to provide documents that can vary depending on the local customs authority (Tax code, ID card, Proof of Payment, Power of Attorney, EORI number). To ensure your order reaches you within the specified delivery times we recommend providing all the required documents to the carrier at your earliest convenience. 

UNITED STATES 
US orders are shipped domestically. The taxes applicable to your order depending on the shipping destination are calculated at checkout and included in the final order amount. 

CANADA
We ship duties paid to Canada - this means that all applicable duties and taxes are calculated at checkout and included in the final order amount. You don't have to pay duties upon delivery. 
Our third party courier companies may contact you via email and ask you to provide documents that can vary depending on the local customs authority (Tax code, ID card, Proof of Payment, Power of Attorney, EORI number). To ensure your order reaches you within the specified delivery times we recommend providing all the required documents to the carrier at your earliest convenience. 

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 information, do not hesitate to contact our Customer Service.

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? 
The following payment options are available: 

EUROPE

  • Credit cards (Visa, Mastercard, American Express, Diners, Discover, JCB and Union Pay); 
  • Paypal; 
  • Apple Pay;
  • Alipay for EUR currency, United Kingdom, Denmark, Sweden; 
  • Klarna Pay Later in Austria, Belgium, Denmark, Finland, France, Germany, Greece, Italy, Netherlands, Norway, Poland, Spain, Switzerland, Sweden, United Kingdom;
  • Klarna Pay Over Time in Austria, Czech Republic, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Spain, Sweden, United Kingdom;
  • Klarna Pay Now in Austria, Belgium, Germany, Netherlands, Switzerland;
  • Klarna Pay By Bank in Finland;
  • iDeal for The Netherlands 

UNITED STATES AND CANADA

  • Credit cards (Visa, Mastercard, American Express, Diners, Discover, JCB and Union Pay); 
  • Apple Pay; 
  • Alipay. 

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. 

I’ve made a mistake while placing my order. Can I cancel it? 
Yes, you can cancel your order within 15 minutes of placing it. The full refund will be processed to your original payment method. Please note payment refund processing times vary depending on the payment provider. You will receive an email confirmation from us about the cancellation of your order. If you have any doubts, do not hesitate to contact our Customer Service.

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 doubts, do not hesitate to contact our Customer Service.

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 information, do not hesitate to contact our Customer Service.

How do I return or exchange a Faulty Item? 
If the item you received is faulty or damaged, please contact our Customer Service.

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. 

Can I change my shipping address after my order has been dispatched?
No, unfortunately, this is not possible. However, if you’ve made a mistake in your shipping address, you can always cancel the order within 15 minutes of placing it. The full refund will be processed to your original payment method. Please note payment refund processing times vary depending on the payment provider. You will receive an email confirmation from us about the cancellation of your order. If you have any doubts, please contact our Customer Service.

How do I receive Moon Boot 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.