Order Information
At Moon Jewelry, we want your ordering experience to be simple and clear.
This page explains what happens after you place an order and what you should do if you need help.
Order Confirmation
After placing your order, you should receive an order confirmation by email.
Please check that the following information is correct:
Your name
Email address
Shipping address
Products ordered
Quantity
Order total
If you notice a mistake, contact us as soon as possible.
Email: moonjewelry448@gmail.com
Order Processing
Orders are processed after payment has been successfully completed.
Processing time may vary depending on:
Product availability
Order volume
Weekends
Public holidays
Other circumstances outside our control
Once your order has been prepared and shipped, you will receive tracking information where available.
Changing Your Shipping Address
Please make sure your shipping address is correct before completing your order.
If you need to change your address after ordering, contact us immediately at:
Please include your order number and the correct address.
We cannot guarantee that an address can be changed after the order has already been processed or shipped.
Cancelling an Order
If you want to cancel your order, contact us as soon as possible.
Cancellation may only be possible before the order has been processed or fulfilled.
Once an order has already been shipped, you may need to follow our Returns & Refunds Policy instead.
Tracking Your Order
When tracking is available, we will provide a tracking number or tracking link after your order has been shipped.
You can also visit our Track My Order page.
Please allow some time for the tracking information to update after the shipping provider receives your package.
Delayed Orders
Delivery times are estimates and delays can sometimes occur.
Possible reasons include:
Shipping carrier delays
Customs processing
Public holidays
High shipping volumes
Weather conditions
Incorrect delivery information
If your order appears significantly delayed, contact us and include your order number.
Lost Packages
If your tracking information shows no movement for an extended period or you believe your package may be lost, contact us at:
Please provide your order number and tracking information.
We will review the situation and help you with the next steps.
Damaged Items
If your item arrives damaged, please contact us as soon as possible.
Include:
Your order number
A description of the problem
Clear photographs of the damaged item
Photographs of the packaging where relevant
We will review the issue and provide the appropriate solution according to our Returns & Refunds Policy.
Incorrect Item Received
If you receive an item different from the one you ordered, contact us at:
Please include your order number and photographs of the item received.
We will review the order and help resolve the issue.
Missing Item
If an item is missing from your order, please contact us and provide:
Your order number
The name of the missing product
Any relevant photographs of the package received
We will investigate the issue and assist you.
Returns and Refunds
For information about returns, withdrawal rights, and refunds, please review our Returns & Refunds Policy.
Need Help?
If you have questions about an order, please contact:
Moon Jewelry
Vienna, Austria
Email: moonjewelry448@gmail.com
When contacting us about an existing order, please include your order number so we can assist you faster.