Shipping policy

Shipping timeline

At Loved By The Moon, we aim to dispatch all orders within 3–5 working days. During holidays and busy periods, dispatch times may be slightly longer.

Delivery times are provided by the courier and are estimates only. If you have any questions about your order, please email hello@lovedbythemoon.com.

UK shipping

UK orders are shipped via Royal Mail Tracked 24 for £4.95.

International shipping

We currently ship to most non-EU countries. We do not currently ship to EU countries.

International shipping is a flat rate of £23.99 and is sent tracked via Royal Mail.

Shipping address

Orders are shipped to the address provided at checkout. Customers are responsible for ensuring this address is correct.

If you need to update your address, email hello@lovedbythemoon.com with your order number and the new address as soon as possible. We can only make changes before your shipping label has been created. Once a label has been created, you will be charged again for postage if the parcel needs to be resent. Once an order has shipped, we are unable to make address changes.

Loved By The Moon is not responsible for parcels sent to an incorrect address provided at checkout. Orders lost due to an incorrect address are not eligible for a refund, exchange, or store credit.

Order notifications

Once your order has been dispatched, you will receive an email with tracking details. Please check your junk folder if you do not see it.

Open boxes

We offer an open box option so you can add to your order and save on shipping. We can hold open boxes for up to 14 days. Returns for items held in an open box are covered by our Returns Policy.

Customs and duty charges

Customs charges, import duties, and local taxes may be applied to international orders. These charges are set by local authorities and are the responsibility of the customer.

If customs charges are not paid and the parcel is returned to us, a refund for the item(s) only will be issued once the parcel has been received back in full and in its original condition. The refund will be minus any costs incurred by Loved By The Moon, including the original shipping cost, return shipping cost, and any customs charges or handling fees charged to us.

If a parcel is not returned to us due to unpaid customs charges and is lost, abandoned, or destroyed, no refund will be issued.

Loved By The Moon does not offer store credit in place of refunds.

Lost or damaged parcels

If your order arrives damaged, please contact us within 48 hours of delivery with photos of the outer packaging and the damaged item(s), so we can advise on the next steps.

If an order is lost in transit, please contact us and we will support you with the information needed to assist with the courier’s investigation or claim process.

Once an order has been dispatched, delivery is managed by the courier. Loved By The Moon is not responsible for parcels marked as delivered to a safe place or neighbour using the customer’s delivery preferences.

Royal Mail delivery preferences can be managed here:
https://www.royalmail.com/personal/receiving-mail/delivery-to-neighbour-opt-out

Crystals are natural and fragile items. Once purchased, we cannot accept responsibility for breakage, damage or fractures caused after the goods have been delivered.

If you have any questions, please contact hello@lovedbythemoon.com