Customer Service

Q&A's

HOW CAN I REACH CUSTOMER SERVICE?

For customer service questions please email info@moonbeam-collective.com. We try to reply to your question within 24 hours.

We love to talk to you and share pictures and messages with you on instagram. For customer service matters, please contact us by email so we can keep the overview and handle all questions with care.

WASHING INSTRUCTIONS

To enjoy your Moonbeam Collective products as long as possible, check the product description for the washing instructions.

SIZE GUIDE

All sizes run in years of age. Please check our size guide for sizing information. If you have any questions regarding sizing please contact us at info@moonbeam-collective.com or use our chat.

HOW CAN I CREATE AN ACCOUNT?

Click ‘create an account’ at the top righthand side of the page to create an account.

DID MOONBEAM COLLECTIVE RECEIVE MY ORDER?

Once your order is completed we will send you a confirmation email to your email address.  After you've received the confirmation email, your order will be processed by moonbeam collective.   

SHIPPING & HANDLING

All orders will be processed after payment as fast as possible and will be dispatched with our carrier DPD within 1 - 3 working days.  For average delivery times outside of the Netherlands, please take a look at www.postnl.nl. All parcels will be shipped registered (via track and trace) and insured. You can monitor the transport of your parcel at any time, up to the delivery at your door. You will receive your track and trace link by e-mail as soon as your parcel has left our warehouse.

Please be advised; This track and trace system is not available for some of our shipping countries, see postnl.nl/trackandtrace for more details.

For NL addresses; please consider the following:

PostNL / TNT delivers parcels at different moments than the regular mail delivery.
We have no influence on the time of delivery.
PostNL delivers 5 days a week within NL (not on Monday, Sunday and on Holiday's). If you're not home, the delivery man will relist the package and make a second delivery attempt. If you are not home during this second delivery attempt, your parcel will be transported to the nearest PostNL post office. You will receive a message from the postman in your mailbox that says when and were you can pick up the package. To do this, you have three weeks time. After those three weeks, your parcel will be send in return to our warehouse (shipping charges are not reimbursed).

RETURNS & EXCHANGES

WHAT IS YOUR POLICY FOR RETURNS?

Friendly reminder: Final sale items can not be returned!

It is our goal to deliver a quality product to you. If for any reason you are not satisfied with your items, you are always entitled to return or exchange your items within 14 days from the time of delivery. When you want to return or exchange your gathered item(s) to Moonbeam collective, please send us an email at info@moonbeam-collective.com and include your order and payment confirmations.

You can return your items to below address. Please note, the shipping costs for returns or exchanges are on your own expense. Please ensure the item you return will be unused, unwashed and handled with care. We are not responsible for any damages that happen during the return shipment or for the loss of your item during shipment. The item must be returned with the labels attached. Once we receive your return, we will refund to you bank account within 14 days.

WHERE DO I SEND MY RETURN TO?

Please send your returns to:

Moonbeam Collective, Stephensonstraat 6c, 1097 BB Amsterdam