FAQ

Frequently Asked Questions

Ordering & Payment

Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express), debit cards, and PayPal through our secure Shopify Payments system.

Q: Is it safe to shop on your website?
A: Yes! We use industry-standard SSL encryption to protect your personal and payment information. Your data is completely secure.

Q: Can I modify or cancel my order?
A: Please contact us immediately at info@moonlightessence.co.uk if you need to modify or cancel your order. Once an order is processed and shipped, we cannot make changes.

Shipping

Q: How long does shipping take?
A: UK orders typically arrive within 3-7 business days. International shipping times vary by location. You'll receive tracking information once your order ships.

Q: Do you offer free shipping?
A: Yes! We offer free standard shipping on UK orders over £50.

Products

Q: Are your products authentic?
A: Absolutely! We source all our Korean skincare products directly from authorized distributors and brands to guarantee authenticity.

Q: How do I know which products are right for my skin?
A: Each product page includes detailed information about ingredients and skin types. If you need personalized recommendations, feel free to contact us!

Q: What is your expiration date policy?
A: All products are fresh with at least 24 months until expiration. We regularly rotate our stock to ensure you receive the freshest products

Returns & Refunds

Q: What is your return policy?
A: We accept returns of unopened products within 30 days of delivery. Please see our Returns & Refund Policy pages for complete details.

Q: What if I receive a damaged product?
A: Please contact us within 7 days of delivery with photos. We'll arrange for a replacement or full refund immediately.

Account & Privacy

Q: Do I need an account to place an order?
A: No, you can checkout as a guest. However, creating an account allows you to track orders and save your information for faster checkout.

Q: How do you use my personal information?
A: We only use your information to process orders and improve your shopping experience. Please see our Privacy Policy for full details.