Delivery and Returns

Your pack shipment

Packages are generally dispatched within 2 days after receipt of payment and are shipped via First Class Royal Mail Signed For Service. If you prefer delivery by another service such as Next Day, or Second Class, please contact us for an individual quote. Whichever shipment choice you make, we will provide you with a link to track your package online.

Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.

Boxes are amply sized and your items are well-protected.

RETURNS, EXCHANGES AND CANCELLATIONS

CONTACT DETAILS

We insist that the correct contact Name, Address, Phone Number and Email address is applied on your order for shipping.  If it is incorrect and your parcel has not been delivered or is missing, we will be unable to refund. Please double check all details at the time of ordering.  Moonlily Artisan Soaps and cosmetics will not be held liable in these circumstances. Further, we may need to contact you regards your order, but if the correct contact details are not on file we will not be able to do so, resulting in a delay to the order.  In these circumstances, we will simply refund the order total.

 

OVERSEAS

Refusals of Receipt of parcels from overseas, have to come with a valid reason for return. This is due to the expense of international postage, customs charges and handling at both ends etc.  All fees associated with returns and international shipping will, regrettably be deducted from the refund total of the order. Proof of all of these charges will be sent to you, in this instance.

The customer is responsible for any customs charges your Countries Customs wishes to add on to your delivery. As the importer you are responsible for any import duty that “could” be added. Please check your Countries rules and regulations before importing goods into your own country.

Moonlily Artisan soaps will not refund or exchange goods if you simply decide that you do not want the products OR they were not what you expected. Our products are not perfect as they are all handmade, hand-poured and hand-piped. This is a big part of the appeal of our products, that each one is unique. 

For European and Worldwide orders you can notify us after 14 days but nothing can be done until 30 days after shipping date, you must notify us again after the 30 days and keep any receipts etc. from your purchase as we can only claim with your proof. If you are overseas, please wait 14 days, sometimes couriers can take a while in busy times. You also must keep all your receipts and your Order ID, so we are able to locate your order.

IMPORTING GOODS INTO YOUR COUNTRY FROM OVERSEAS

 Importers are liable for all fees associated with importing goods into their country.  Please make sure to check all Import duty, Tax and Customs fees for your country.  These instances are rare, however please do check this out before you decide to import from us.

 

 CANCELLATIONS/EXCHANGES

 

In compliance with EU Distance Selling Directive, retail customers may cancel or exchange their order contract by returning the order to Moonlily Artisan Soaps and Cosmetics within 7 days from the receipt date of the goods (all orders are sent Royal Mail Recorded, so that delivery date can be checked online). They must be in their original condition, original packaging, and fit for resale. We will then refund the full value of the goods, less the original delivery charges, in reasonable time. No goods will be considered for return 30 days from date the order was posted back to us. All returns must be sent back Royal Mail Recorded Delivery or any delivery that requires a signature upon delivery. This is to protect you as the sender, so that you have proof that we have received the stock. Moonlily Artisan soaps and Cosmetics will not be held accountable for packages sent other than by the methods specified in these terms and conditions- this includes those lost in the system. Unfortunately if we do not receive the stock, we reserve the right to refuse any refund or replace any order. All return postage is the responsibility of the purchaser and Moonlily Artisan Soaps and cosmetics do not accept responsibility for items lost or damaged in transit to us. 

 

DAMAGES

Please inspect your order immediately for damages and make sure that any damages are reported to us within 48 hours of delivery date. Exchanges, simply return your purchases to Moonlily Artisan Soap and Cosmetics within 7 days of receipt and we will dispatch replacement goods.  Moonlily Artisan Soap and Cosmetic reserve the right to refuse a refund or exchange, if the goods are believed to have been damaged, or are not in their original condition or packaging. These Terms and Conditions do not affect your statutory rights.

 

NON-DELIVERY UK

In the case of non-delivery in the UK please wait for 14 days from the date of your order in case your order has been delayed. 

 

USE OF PRODUCTS

Our products are specially made for use on the body, however some people purchase to use for home décor. If your goods are for home decor, the Goods must be stored in a cool, dry room- they will spoil if they are kept in very high temperatures, or a damp room and unwrapped for a period of time.