FAQ / HELP
Short answers to the things people actually ask us. If yours is not here, email support@moonchildworld.com — we reply within 1–2 business days.
Ordering and payment
How much is shipping?
A flat rate, shown before you pay, no matter how many items you order:
- United States — $5.99, and free on orders over $100
- United Kingdom, Canada, Australia and other countries we serve — $9.99
- Digital downloads — no shipping charge at all
It is a fixed price, not a calculated one, and it does not change after checkout.
Which countries do you ship to?
The United States, United Kingdom, Canada, Australia and a number of others. Your checkout is the definitive answer — if your country is listed there, we can deliver to you. If it is not and you would like it to be, email us. We do add countries on request.
We cannot ship to US military addresses (APO, FPO, DPO), and we cannot split one order across several delivery addresses.
Will I pay customs or import duties?
Inside the United States, no. Outside it, possibly — your own customs authority may charge import duties or a handling fee when the parcel arrives. That is set by your country, not by us, it is not included in our prices, and it is paid by whoever receives the parcel. We cannot calculate it in advance, and we cannot declare a parcel as a gift or at a lower value.
Can I change my address after ordering?
Usually yes, if you tell us quickly. Email support@moonchildworld.com with your order number as soon as you spot the mistake. Once an order has been released to the studio or warehouse we can no longer change it, but we will always check and tell you honestly either way.
Can I cancel?
Within 6 hours of ordering, yes — a 10% cancellation fee applies. After that your order has usually gone to the studio and cannot be stopped. Email us anyway; if yours has not been released yet, we will cancel it. Full detail is in our Refund Policy.
Delivery
When will my order arrive?
It depends on what you bought, so here are the real numbers. Business days only — weekends and public holidays do not count, and the clock starts after your order is prepared, not the moment you click Buy.
| Type of item | To the USA | Elsewhere |
|---|---|---|
| Made-to-order pieces printed in the USA — canvas, tapestries, blankets, quilts, rugs, doormats, ornaments, suncatchers, flags, bedding, apparel | 5–13 business days | 15–25 business days |
| Curated pieces from our partner warehouses — jewellery, metal and acrylic signs, altar cloths, wall clocks, candles, altar tools | 12–20 business days | 15–25 business days |
| Digital downloads | Straight away, by email | |
November and December: add 5–7 business days. Everyone's carriers and studios are overloaded at Yule. Order early and we will both sleep better.
Why has my order arrived in two parcels?
Because it came from two places. A printed canvas and a silver pendant are made by different people in different countries, so they ship separately, arrive at different times, and each has its own tracking number. You are only charged shipping once. Nothing is missing — the rest is still travelling.
Has my order shipped? How do I track it?
We email you a tracking number the moment a parcel leaves. Give it up to 48 hours to start showing movement — it only goes live once the carrier physically scans the parcel. If you have not had a shipping email yet, your order is still being prepared.
Tracking says delivered, but nothing is here.
This is almost always one of three things, and it is worth checking in this order: someone else in the building took it in; it is behind a gate, planter or mailroom desk; or the carrier scanned it a day early and it lands tomorrow. Ask your local post office with the tracking number — they can see the GPS scan point.
If none of that solves it, email us with your order number. We chase the carrier ourselves; you do not have to.
My order never arrived at all.
If a parcel has not reached you 60 days after shipping, we refund your order in full. No fee, no argument, and you do not need to prove anything beyond it not having arrived.
Problems and returns
My item arrived damaged or is not what I ordered.
Email support@moonchildworld.com with your order number and a photo. You have 30 days from delivery. We refund or replace — your choice — and in many cases you keep the item as well. Full detail in our Refund Policy.
It is not faulty, I just chose the wrong one.
We are not able to take those back, because nearly everything is either printed individually for you or held in very small numbers. Please check the size guide, dimensions and photographs before ordering — and if anything is unclear, email us first. We would much rather answer a question than process a disappointment.
Do you do exchanges?
No, and it is not evasion — there is no shelf of spares to swap from. If something is wrong or faulty we refund or replace it, which gets you to the same place, usually faster.
How do I return something?
Email us before sending anything back. Our pieces ship from several different studios and warehouses, so the correct return address depends on your specific order. A parcel sent to the wrong one can be lost permanently. We will confirm the right address and tell you exactly what to do.
Where is my refund?
We send it to your original payment method within 2 business days of approving it. Your bank then takes its own 3–10 business days to show it. If it has been longer than that, email us and we will send you the transaction reference to give them.
About us
Where do your products come from?
Our made-to-order pieces — canvas art, tapestries, blankets, quilts, rugs, doormats, ornaments, suncatchers — are printed for you individually at partner studios in the United States. Our curated pieces — jewellery, signs, altar cloths, clocks, candles and altar tools — come from partner warehouses overseas.
We say so openly on the product side of the shop and in our Shipping Policy, because you should know before you buy, not after.
Are you a real company?
Yes. Moonchild World is a trading name of MOONCHI LTD, registered in England and Wales, company number 14285731. Registered office: 7 Coronation Road, Dephna House, London NW10 7PQ, United Kingdom. You can look us up on the UK Companies House register with that number.
How quickly do you answer emails?
Within 1–2 business days, Monday to Friday, from a person rather than a bot. If you have written to us and had nothing back after two business days, please write again — occasionally a reply lands in spam, and we would rather answer twice than not at all.
Still stuck?
Email support@moonchildworld.com with your order number and as much detail as you can. We read everything.