Shipping policy

We have a flat shipping rate of £5 unless the order is over £55, in which case shipping is free.

Shipping Methods

DPD Next Day

• DPD aims to deliver by the end of the next working day (Monday to Saturday). However, this delivery window is not guaranteed.

Royal Mail

• Tracked 24 Delivery usually takes between 1-3 working days from the date of dispatch.

What If My Item Hasn't Arrived?

Deliveries should arrive within 1-3 working days of being posted. If yours doesn’t, follow these steps:

• Check the tracking of the order: The link is in your dispatch confirmation email.

• If it’s been less than 4 working days: Your item may still be on its way.

• If it's between 4 and 14 working days: Your mail is officially delayed. Check with neighbours and your local sorting office.

• If 14 working days have passed: Contact our Customer Service team via email within 30 days of the expected delivery date. We will do everything we can to help.

Note: We cannot refund or replace items that Royal Mail or DPD has lost until after 14 working days have passed (this may be subject to completion of any pending investigations).

Liability for Delayed, Lost, or Misrouted Orders

• While we strive to ensure all orders arrive on time, Moon Whale is not liable for any supplementary costs (e.g., loss of business, missed deadlines) due to delivery delays, lost, or misrouted parcels.

• If your order has not arrived within 14 working days from dispatch, please contact us, and we will offer a replacement or a full refund.

• Customers experiencing shipping issues should contact our support team at info@moon-whale.com for assistance.

Bank Holiday Delays

Please allow additional time for orders to arrive over bank holidays. We recommend allowing an additional 2-3 days for deliveries during these periods.