How can I pay?
We use secure third party payment systems, Paypal and Stripe where you can pay with a credit card or your Paypal account.
For Paypal payments, you’ll be directed to Paypal’s page where you can log in and make the payment. For credit cards, you can make the payment on our site securely.
We do not hold any card information. See our Secure Payment section.
When will I receive my order?
We aim to dispatch all orders in 1 – 3 days (excluding weekends and holidays) and we usually dispatch within 24 hours.
The shipping transit time from CA will vary between 2 – 7 days in the US. If you you need a quicker shipping service please choose Priority shipping at checkout.
If you have an urgent deadline and need more info, please email us first.
In rare circumstances, if the dispatch of an order is delayed longer than 3 days we will e-mail you.
Where do you ship from?
Your order will be shipped from England if you order from our UK site (here) (uk.moonpicnic.com) or from California if you order from our US site (moonpicnic.com)
Do you ship internationally?
Yes we ship to most countries worldwide. If your country is not available at the checkout, please email us.
What does shipping cost?
For our current shipping rates and further info, please see our Shipping page.
Can I return an item / items?
You can return items if you’re not happy with your purchase. Your satisfaction is important to us!
We try to make your return process as easy as possible. Most of the time we can send you a pre-paid return label by email for you to print if the conditions are met.
Please e-mail us prior to returning any items. ( customercare [at] moonpicnic.com ) Unsolicited returns will not be accepted.
You can return faulty or incorrect items within 14 days of receipt. Please e-mail us with your order number and description of the problem and we will guide you through our simple return process. We’ll exchange them at no further cost to you if the item is still in stock or refund in full including your original shipping cost.
You can also return an item / items if you change your mind. Please note returns of non faulty items are at the customer’s expense. You must email us within 7 days of receipt and the return must be made within the following 7 days using a tracked postal service. The goods must be in unused / new resale condition / in their original packaging. We’ll issue a full refund if the items arrive safely in as new condition. The original shipping cost will not be refunded.
For international return of non-faulty items, the customer’s responsible for return shipping charges and any import duties chargeable to us for receiving the return.
Please note if the items are used or altered in any way, or damaged due to poor packaging by the customer whilst being returned, we may not be able to issue you a refund.
Please note the following items are final sales and cannot be returned: chalks, pencils, magazines, pop-up books, bird calls that require blowing with the mouth, Liliane Dolls Villa
Please see our full terms for more detail. If you have any questions, just email us!
Will I pay Tax?
All EU store listed prices include UK VAT of 20 %.
International orders outside the EU should be placed with our US store.
What if I entered an incorrect address or want to deliver to a different address?
Please email us as soon as possible. If the order has not dispatched, we can change them for you.
If the order has already dispatched, and the address is incorrect, we’ll have to wait until the parcel is returned to us and resend it to a new address. New shipping charges will be applied. Please make sure that you enter the full correct address at checkout, including correct phone numbers.
Where is my order?
You’ll receive a tracking number with an email saying ‘Your order is complete’ within 24 – 48 hours after your order has dispatched. Please look out for the tracking info in this email. You can track your order with the postal / courier provider using this number.
If you want to know the order status before this, please email us.
Once we send you the tracking number it is your responsibility to ensure that the parcel can be received at the delivery address. If you want to enquire about delivery delays or arrange a redelivery then you will need to contact the postal provider directly.
I’m ordering from abroad. Will I pay any duties?
The customs authorities in your country will determine any applicable import duties for your order. You’ll be responsible for paying any duties according to local regulations. Moon Picnic does not cover these duties. We will not refund shipping charges for parcels that are returned to us following non delivery due to non payment of duties. Any return costs will be charged to the customer.
Please see International section in our full terms.
Do you gift wrap?
Sorry we don’t currently offer gift wrap service.
If you have any other questions, please email us!