FAQs

Countries we ship to

Asia Pacific – China, Hong Kong, Japan, Macau, Malaysia, Philippines, Singapore, Thailand.

Australasia – Australia. New Zealand

Europe – Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.

USA – United States of America.

Order tracking

After placing an order, you will receive an email from us containing all the details of your purchase.

Where do you ship my order?

Your order will be shipped via our International Warehouse in Hong Kong.

Delivery enquiry - Where is the order?

Please contact our E-commerce team with your order# – We will respond within one work day.

mail team
Where to check my previous orders?

You may find your order records here.

Special request - My country is not listed above

Please use the product enquiry function – We are happy to help.

Which payment methods do you accept?

Visa | Master Card | American Express |

Please note: We do not accept cash on delivery

When will my card be charged?

If you pay by debit card or PayPal, we will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, though your bank or card issuer may reserve the order amount in your account immediately.

Will my personal data safe?

We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see the Privacy Policy.

Countries we ship to

Asia Pacific – China, Hong Kong, Japan, Macau, Malaysia, Philippines, Singapore, Thailand.

Australasia – Australia, New Zealand.

Europe – Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.

USA – United States of America

How much is the shipping cost?

Orders are shipped direct from international distribution centres.

RegionInternational Saver (7-14 Working Days)Free Standard International Shipping (7-14 Working Days)International Express (3-7 Working Days)
Asia PacificNZ$ 10Order total over NZ$ 100NZ$ 30
AustraliaNZ$ 10Order total over NZ$100NZ$ 30
EuropeNZ$ 15Order total over NZ$190NZ$ 40
USANZ$ 15Order total over NZ$120NZ$ 40
How long will it take to dispatch my order?
  • Monday to Friday – Your orders will be dispatched within 1- 3 Business days.
  • Weekend Orders – Your oders will be processed next Monday, dispatched within 1-3 Business days.
How long will it take to receive my order?

Once your order is approved, we will aim to dispatch it within 3 business days.
Depending on your location, delivery will normally take 7-14 business days.
We will keep you updated with tracking information.

Delivery enquiry - Where is the order?

Please contact our E-commerce team with your order# – We will respond within one work day.

mail team
Before you send back your order

Please make sure you meet the requirements of our return policy. Fill in the online return form first and we will assist you to complete the return procedure.

Online return form
Return addresses - By region

For a easier return, please send the product with its original packing to:

UK/EU Orders – Moontide Ltd, PO Box 105, Redruth, TR15 9BL, United Kingdom

Australia Orders – Moontide Ltd, 24 Williamson Avenue, Grey Lynn, Auckland 1021

Asia Pacific Orders – Moontide International LTD, Unit 16, 17/F Block B, V.I Centre, 34-36 Au Pui Wan Street, Shatin, NT,Hong Kong

Return postage

Shipping charges incurred in connection with the return of a product are non-refundable.

How long will it take to proceed my refund

Please allow us up to 5 working days to proceed your return order.

How long will it take to receive my refund

We will proceed refund within 2 working days after return garments are qualified for a refund. Refunds will be returned to original payments – could take up to 7-14 working days depending on bank transactions.

Do you accept exchange

All returns are processed as a full refund. Customers can place another new order for the correct size/colour.  This method is a much quicker way for customers to receive their exchange, rather than waiting for the exchange process to receive their new shipment.