Help Center

We offer FREE shipping worldwide, with tracking number. Returns are accepted within 30 days after you receive your order. No shipping cost & no sales tax, we want your experience to be as smooth and upfront as possible, just the way we like it.

What are your shipping and processing times?
Shipping time varies by location. These are our estimates:

Processing Times
Orders take 1-2 business days to process after placing the order before shipping out. We do not ship out on weekends.


Where can I find my tracking number?
When your items are shipped out, you should receive an automatic notification from the system via email providing you with a tracking number.

If you haven't received one or if the tracking number doesn't work, no worries. Contact us and we'll solve it!

If you need more detailed information, please shoot us an email at hello@kristalmoon.com and we'll help you out!


Unexpected Delays
In some instances the delivery may take longer than the standard shipping times stated above. External factors might cause shipping delays such as international customs processing and holidays that we cannot control. Please contact us if your package is taking too long to arrive and we will work with you to resolve any situation.

Your 100% satisfaction is important for us. We offer a 30-days Return & Exchange Policy:

How do I return or exchange an item?
Our return policy is effective for 30 days from the time your order is delivered. Please refer to our returns & refunds policy for more information on how to initiate the returns process.

What if the item I ordered arrives broken or damaged?
We’ll make it up to you. You can request a refund, or an exchange/store credit. Please contact us at hello@kristalmoon.com

• If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
• Timing: we have a 30-days Return & Exchange Policy, since the day item was received.
• To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
• For returns, please email hello@kristalmoon.com with the subject 'Returns' and include your order number, name and the reason for the return.
• We will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
• When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
• If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

What types of Payment methods do you accept?

You can select your preferred payment method at checkout.

• We accept secure payments for both local & international customers via PayPal, Visa, Mastercard, American Express and iDeal.

Can I cancel my order after I've made a purchase?

Yes! All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Your order will be cancelled and refunded in full as soon as we get your request, so as the order has not shipped out yet. 

If you would still like a refund once your order has been shipped out, you will have to initiate our standard returns process.

I am missing items from my order
Depending on the items you have ordered and our current stock at different locations, they may have been shipped out from different warehouse locations.

We fully guarantee and ensure that your package will arrive; if you find that your package has NOT arrived as per the timeline outlined on our Shipping FAQ page, please contact us at hello@kristalmoon and we’ll get you sorted!