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Frequently Asked Questions

To fully support our customers, we’ve compiled a comprehensive collection of the most frequently answered questions. Take a look below, and if your question isn’t covered, don’t hesitate to reach out.

How long will my order take to reach me?


Our turnaround time is 5-7 days. Please allow shipping time on top of this. Please contact us if you need your item in a hurry, we may be able to help.

What is your return policy?

Please see our Terms of Service for our full returns policy.

What are the payment options?

The following payment methods are accepted on American Express, Visa, Visa Debit/Delta, MasterCard and PayPal. Unfortunately, we are unable to accept payment by cash or cheque for online orders. All prices on are in pounds sterling (£).

How do I know if my order has been received?

After placing an order with you will be sent an email to acknowledge that we have received your order.

How do I cancel/change an order?

If your order is not for a personalised product, just send us an email: and we'll do our best to help.

My order is incomplete or items are damaged, what should I do?

In the unlikely event of this being the case, please contact the Customer Services Team: When sending an email, please send an image of the damaged item along with your order number. We endeavour to reply to all customers within 24 hours.

Will you pass my information on to other companies?

Your privacy is of the utmost importance to us. Your personal details will only be used by The Spotted Moon Company to ensure we deliver an excellent service to you, to process and deliver your order and maintain your account with us. We do not sell or pass your details on.

Still have questions? Get in touch using the contact details below and we’ll be happy to help.

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