Help centre
Frequently asked questions
Everything you need to know about ordering, delivery, returns and caring for your pieces. Can’t find your answer? Our team is one message away.
I have not received a confirmation email and my order was placed more than 24 hours ago. What should I do?
Confirmation emails sometimes end up in the spam, junk, promotions or updates folder of your inbox, so please check there first.
Still cannot find it? Contact our customer care team and we will look up your order. Please include your full name and the delivery address you used when ordering.
Can I change or cancel my order after placing it?
Get in touch as soon as you can. If your parcel has not been packed yet we can usually change the size, swap an item or cancel the order for you.
Once an order has been dispatched we are no longer able to change it, but you are still covered by our 30 day returns policy once it arrives.
Please include your order number in your message so we can find it quickly.
Can I add an item to an order I have already placed?
We are not able to add items to an order once it has been paid for, because each order is packed against its original contents.
The quickest way is to place a second order for the extra piece. If both orders are still with us we will do our best to send them together.
Do I need an account to place an order?
No, you are welcome to check out as a guest.
Creating an account does make things easier next time: your details are saved for a faster checkout and your order history stays in one place.
When will I receive my order?
As soon as your order has been processed and dispatched, you can follow the status of your delivery on our tracking page: Track your order.
Please note that it can take up to 24 hours for tracking information to appear, because the carrier has to register the parcel in their system first.
Still not working after 24 hours? Get in touch with our customer care team with your name and order number and we will help you further.
How long does delivery take?
Orders placed before 16:00 are dispatched the same working day. UK delivery then takes 2 to 4 working days.
Orders placed at the weekend or on a bank holiday are dispatched on the next working day.
During sale periods and around holidays parcels can take a little longer, and we will always keep you posted by email.
How much does delivery cost?
UK delivery is free on every order. There is no minimum spend.
Full details are on our shipping policy page.
Do you ship internationally?
Not at the moment. We currently deliver within the United Kingdom only, so an order with a delivery address outside the UK cannot be processed.
See our shipping policy for full details.
I entered the wrong delivery address. Can it be changed?
Message us straight away with your order number and the correct address. If the parcel has not left us yet we can update it for you.
Once a parcel is with the carrier the address is fixed. If it is returned to us as undeliverable we will contact you to arrange a re-send or a refund.
What is your returns and exchange policy?
We hope you are delighted with your purchase from LadyOfTheMoon. If a piece is not quite what you expected, you can return it within 30 days of receiving it.
For full details and instructions on returning or exchanging an order, see our return policy.
Important conditions:
- Items must be returned in new, unused and resaleable condition.
- Returns must be requested and sent back within 30 days of delivery.
- If you would like a refund, the complete order must be returned (including any free items or accessories).
- Return postage is at the customer’s expense.
- Personalised products unfortunately cannot be returned.
Questions about a return or exchange? Get in touch with our customer care team.
I love my order! Can I exchange an item?
We are so pleased you are happy with your new piece. With so many different styles, we completely understand that an item might not turn out to be quite what you expected.
You can always exchange an item from a bundle or an order under our 30 day returns policy. An item can be returned as long as it is:
- completely new and unused
- still in its original packaging
- sent back within 30 days of receiving your order
Would you like an exchange, a refund or store credit? Start your return on our returns policy page.
Any questions about arranging an exchange? Our customer care team is happy to help.
How long does a refund take?
Once your parcel arrives back with us we check it over and process your refund to the original payment method.
Please allow 5 to 10 working days for the money to appear, depending on your bank or card provider.
We will always email you the moment your refund has been issued.
My item arrived damaged or I received the wrong piece. What now?
We are sorry — that should not happen. Email us within 30 days of delivery and we will put it right.
Please include:
- your order number
- a short description of the problem
- a photo of the item and its label
We will arrange a replacement or a full refund, and a faulty or incorrect item never costs you return postage.
Which payment methods do you accept?
You can pay with all major debit and credit cards, including Visa, Mastercard and American Express.
Express options such as PayPal, Apple Pay, Google Pay and Shop Pay are also available at checkout, so you can pay in a couple of taps.
The full list of options for your country is shown on the payment step at checkout.
Is it safe to pay on your website?
Yes. Our checkout runs over an encrypted (SSL) connection and payments are handled by Shopify’s PCI-compliant payment provider.
Your card details are never stored on our servers and we never have access to your full card number.
How do I use a discount code?
Enter your code in the discount box at checkout and select apply. The saving is shown in your order summary before you pay.
If a code will not apply, check that it has not expired and that your basket meets any minimum spend or product conditions attached to the offer.
Discount codes cannot be added after an order has been placed.
Will I pay customs or import charges?
No. We deliver within the United Kingdom only, and UK deliveries never carry customs or import charges.
The price you see at checkout is the price you pay.
How do I find the right size?
Measurements and fit notes are shown on the product page for each style, so it is worth checking them before you order — our pieces are cut differently depending on the fabric and the shape.
Still unsure, or between two sizes? Send us the style name and your usual size and we will tell you which one we would go for.
What if the size is not right when it arrives?
No problem at all. Every order is covered by our 30 day returns policy, so you can exchange the piece for another size while it is unworn and in its original packaging.
Start your exchange on our returns policy page, and mention the size you would like instead.
How accurate are the product photos on the website?
We do everything we can to show the colours of our LadyOfTheMoon products as realistically as possible. Even so, shopping online can be tricky, because colours are displayed differently from screen to screen.
Screen settings, brightness, resolution and lighting can all make a colour look slightly different to how it appears in real life.
Our product photos are taken in a professional studio with controlled lighting, so colours can vary a little in natural daylight. The images showing the piece worn by a model in an everyday setting usually give the best impression of the true colour.
Unsure about a particular colour, or would you like to see extra photos? Our support team is happy to help.
What materials are your pieces made from?
The exact fabric composition is listed in the product details on every product page, along with the care instructions for that piece.
We choose fabrics that drape well, hold their shape and feel good to wear all day — and we are happy to answer any question about a specific style before you buy.
My size is sold out. Will it come back?
Many of our best-selling styles are restocked, though limited pieces and seasonal designs sometimes sell out for good.
Email us the style name and the size you are after and we will let you know whether it is due back — and when.
How do I care for my LadyOfTheMoon pieces?
With the right care your clothing stays beautiful for longer, keeps its shape and holds its colour.
General care
- Always check the care label before washing.
- Wash similar colours together to avoid discolouration.
- Turn garments inside out before washing to protect the fabric.
Washing
- Use a delicate cycle with cold or lukewarm water.
- Use a mild detergent to preserve the quality of the fabric.
- Avoid bleach and harsh chemicals – they damage fibres and fade colours.
Drying
- Air dry wherever possible to keep the shape and extend the life of the piece.
- Avoid high temperatures in the tumble dryer, which can cause shrinkage or damage.
- Dry delicate items flat to prevent stretching.
Ironing & steaming
- Use a low to medium temperature depending on the fabric.
- Steaming is a good alternative for removing creases without direct contact.
- Iron delicate fabrics inside out or use a pressing cloth.
Storage
- Store clothing in a cool, dry place.
- Avoid direct sunlight to prevent fading.
- Hang pieces that crease easily and fold knitwear to keep its shape.
Unsure how to care for a specific item? Get in touch — we are happy to help.
My piece arrived with creases from the packaging. Is that normal?
Yes — a few fold lines are completely normal after a piece has been folded for delivery, and they drop out quickly.
Hang the garment in the bathroom while you shower, or steam it lightly. If you prefer to iron, use a low temperature and press on the inside of the fabric.
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