Delivery & Refund Policy

Delivery & Returns Policy

Thank you for shopping with us at Empress of the Moon. Each order is carefully prepared and packaged by hand with intention and care.

Processing Times
All orders are processed within 2–5 working days (excluding weekends and bank holidays). During busy periods, such as product launches or seasonal events, processing times may be slightly extended. Any delays will be communicated clearly.

Shipping Methods & Delivery Times
We ship all orders via Evri or Royal Mail.

Estimated delivery times:

  • UK Orders: 2–4 working days after dispatch
  • International Orders: 5–14 working days after dispatch (depending on destination)

Please note that delivery times are estimates and may vary due to postal delays outside of our control.

Shipping Costs
Shipping costs are calculated at checkout based on your location and selected delivery service.

Order Tracking
Where available, tracking information will be provided once your order has been dispatched. Please ensure your email address is entered correctly at checkout to receive updates.

Incorrect Addresses
Please double-check your shipping details before placing your order. We are not responsible for orders sent to incorrectly provided addresses. If you notice an error, contact us as soon as possible.

Lost or Delayed Orders
If your order has not arrived within the expected timeframe, please contact us. We will do our best to assist you in locating your parcel.
We are not responsible for delays caused by postal services, customs, or unforeseen circumstances.

Customs & International Orders
For international deliveries, customers are responsible for any customs duties, taxes, or import fees that may apply.

Returns & Refunds

Due to the handmade and personal nature of our products, we do not accept returns on used items. However, your satisfaction is important to us.

Returns Eligibility
We accept returns on unused, unopened items within 14 days of delivery. To be eligible:

  • Items must be in their original condition and packaging
  • Proof of purchase is required

Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:

  • Opened or used oils, teas, or ritual products
  • Custom or made-to-order items

Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us within 48 hours of delivery with photos of the item and packaging. We will offer a replacement or refund where appropriate.

Refunds
Once your return is received and inspected, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–10 working days.

Return Shipping
Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Contact Us
If you have any questions about your order, please contact us at:
empressofthemoon@outlook.com

Thank you for supporting a small, independent business.