Frequently Asked Questions (FAQs)

Payments

How do I place an order?

Placing an order is very easy and simple, just follow these steps.

1. Click Add to Cart to place the item you want to buy in your bag.  

2. Once you have finished shopping, click on the Cart icon on the top right hand side on your screen to view the items in your cart and to pay. This will appear on the top right hand side of the screen for both desktop and mobile. If you're happy with the items in your cart, click Checkout.

3. Enter your email address and password or if you're a new customer, register now. You will then be taken to the Shipping page.

4. Confirm your delivery address and delivery method.

5. Confirm your payment method and Place Order. To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.

An email confirmation will be sent to your registered email address to let you know your order details. It's worth checking Moonshard is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.

How can I pay for my order?

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

Please see below the payment methods we accept:

 

We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.  

 

To add a payment method to your account and pay for your order, please follow the below steps:

Step 1

To add your card details, just login to your account and click on 'Payment methods'.

Step 2

From here, you can add your payment details and save them to your account.

Step 3

When you come to pay for your order, you can select one of your saved payment methods to pay for your order.

If you don't want to save your payment details to your account, then you can also enter them when you come to pay for your order. If there is no payment details saved to your account, then you'll be asked to enter them when you click ‘Pay Now'.

My payment was declined, what should I do?

1. Place your order again

If your payment has been declined, then you'll need to place your order again. We're not able to reinstate an order once the payment has been declined.

 

2. Make the relevant checks

To help ensure your order is not declined when placing a new order we suggest checking the following:

  • Check the card details on your Moonshard account to make sure the information is correct, e.g. the expiry date or your billing address.
  • Make sure you enter the security code correctly - that's the three digit number on the back of your card.
  • Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.
  • If you've checked all of the above, try paying with another card.

 

3. Contact us

If your payment has been declined through the 3D secure security measures, then you’ll need to contact your bank for further information. 

If you've received an error message, contact our Customer Care Team with as many details as you can about the issue - including the error messages you receive, and we'll try to resolve it as soon as we can. 

When will I be charged for my order?

The time at which you'll be charged for your order will depend on the payment method you selected at checkout.

  • If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

 

If your card is not authorised, payment will not be taken, and we'll email to let you know your bank or card issuer wouldn't authorise the payment.

Please remember that even if a payment isn't authorised, it may look like Moonshard has still taken the money as some card issuers may still reserve the money, for a short period of time.

Delivery

What are the basics?

Post Office and DHL delivery services are available all around Mauritius. Once you've entered your delivery address, you'll be able to see the available delivery services.*

Your order will be sent out via the most suitable carrier, dependent on size and weight.

How much does delivery cost?

Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected.

Can I track my order?

Tracking is available on DHL Delivery services only. You'll receive a shipping confirmation email from the warehouse with a tracking link for your parcel so you can follow its journey.

When will my order be delivered?

Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to an address where someone will be available to accept it.

If you're not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

Please be advised that on any public holiday dates, deliveries will not be made. In this instance, please expect your order to arrive the next business day.

Returns

Can I return or exchange an item?

Unfortunately, once a product is sold, we don’t offer returns nor exchanges. If you’re unsure about clothing sizes, we recommend you to have a look at the sizing chart guide below every product descriptions.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@moonshard.com with the details. We’ll respond within 48 hours.

Order Issues

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at Info@moonshard.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Can I alter my order?

We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.

However, you may be able to cancel your order and place a new one instead. There are varying time limits in which you can cancel your order depending on what delivery option you've chosen:

  • DHL Delivery - 15 minutes after completing your order.
  • Standard Delivery (Post Office Service) - 60 minutes after completing your order.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

I'm missing an item from my order, what do I do?

We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

 

  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.

 

If you have an item missing from your order, please let us know within 30 days of of your order being delivered and we’ll do our best to help you.