Shipping, Returns and Cancellations

Shipping, Returns, and Withdrawal Policy for the www.moonstra.com Website, managed by the company MOONSTRA.
Last updated: 20/06/2026

Article 15 - Shipping - Delivery - Receipt - Product Use

Orders are processed within 3 to 10 working days (excluding weekends and public holidays), then shipped:
  • For France, within 48 hours to the address provided by the Customer during the order and according to the shipping method;
  • For Ireland, between 4 and 8 working days to the address provided by the Customer during the order and according to the shipping method.
Delivery times are indicative, as stated by La Poste, and apply from the day of dispatch.
If direct delivery of the package is not possible, a delivery notice will be left in the Customer's mailbox, indicating the date and address of the Post Office where the Customer can collect their package upon presentation of identification.
Orders are only shipped to the following countries:
  • Metropolitan France and Corsica;
  • Monaco;
  • Andorra;
  • Ireland.
MOONSTRA provides the Customer with a tracking number so that they can track the shipment of their order via the website www.laposte.fr/colissimo.
MOONSTRA cannot be held responsible for:
  • Any delivery delay beyond its control;
  • Any input errors by the Customer and associated consequences;
  • Delivery failures, damage, and losses due to the carrier, the Customer, or after official signed receipt of the package;
  • Any problem due to a force majeure event.
In these cases, refunds would not be the responsibility of MOONSTRA, and the cost of reshipping the order would be borne by the Customer.
Once the package is received by the Customer against signature, MOONSTRA's responsibility ceases and is immediately transferred to the Customer.
Therefore, it is the Customer's responsibility to:
  • Check the composition of the order (nature, size, variant, and quantity of products) as well as the delivery and billing postal addresses before confirming the order;
  • Check the condition and number of products upon receipt of the order. This verification must be carried out by the Customer on the day of receipt.
  • Contact MOONSTRA customer service in case of dispute or delay.

Article 16 - Return, Exchange, Withdrawal, and Refund

A return is defined as the Customer's action of sending a product back to MOONSTRA.
Reshipment is defined as MOONSTRA's action of sending a product back to the Customer as part of a return procedure.
In accordance with articles L221-18 to L221-28 of the Consumer Code, the Customer has a period of 14 working days from the delivery date of their order to return any product that does not suit them, to the address mentioned in Article 1 of these GTC.
After this period, the delivered products will be considered compliant and accepted by the Customer, and MOONSTRA reserves the right to refuse the return, exchange, or refund.
Products customized at the Customer's request (sized outside of the Website's standard sizes, engravings, custom creations, etc.) are excluded from the right of withdrawal; no exchange or refund will be possible.
Returns, exchanges, and refunds (except in cases of defective products) are also not possible for earrings and piercings due to hygiene reasons.
If the returned item was a gift offered by MOONSTRA during a purchase, once MOONSTRA has received it back, the Customer will receive a new gift of equal value.
Finally, during sales periods, products on sale on the Website will not be taken back or exchanged.
In accordance with European directive 2023/2673, to exercise their right of withdrawal and the associated period, the Customer can use the "Withdrawal Button" located in the "Quick Links" in the footer of the Website.
This button opens a page allowing the Customer to submit a withdrawal request by providing:
  • Their name (mandatory)
  • Their email (mandatory)
  • The order number (mandatory)
  • A description of the items (optional)

The customer is invited to confirm their withdrawal by clicking a button.

A confirmation email is then sent to them.

The link to the withdrawal request is accessible here.
To facilitate exchanges related to the right of withdrawal, MOONSTRA may ask the Customer to send photos of the products concerned and additional details by email.
Return costs will be borne by the customer, as will the associated risks.
The return must be sent with a parcel tracking number.
MOONSTRA recommends delivery with signature and taking out insurance.
The returned product must be in perfect condition, in its original packaging, and accompanied by the invoice for its order. Products returned poorly or not protected will be refused.
In an effort to improve its services, MOONSTRA invites the Customer to specify the reason for the product return.
The exchange or refund of a damaged, dirty, incomplete, or poorly repackaged product will not be possible.
After qualitative and quantitative verification of the returned product, MOONSTRA will determine whether an exchange or refund can be agreed upon with the Customer.
If a delivery error was made by MOONSTRA, MOONSTRA will cover the return costs by sending a Return Label that the Customer will stick on the package before dropping it off at the post office.
The reshipment costs for a replacement product will only be borne by MOONSTRA if it is confirmed that the product was defective before the first shipment to the Customer. Otherwise, as well as in the case of a size or variant exchange, the reshipment costs for the replacement product will be borne by the Customer.
MOONSTRA will then email the Customer MOONSTRA's bank details for payment of the reshipment costs of the new product.
The Customer will agree with MOONSTRA by email on the reshipment option for the product, namely:
For France, Corsica, Monaco, and Andorra:
  • Colissimo delivered to a relay point within 48 hours for 5.50 euros;
  • Colissimo delivered to home against signature within 48 hours for 8.40 euros;
For Ireland:
  • Colissimo delivered to a relay point between 4 and 8 working days for 10 euros;
  • Colissimo delivered to home against signature between 4 and 8 working days for 12 euros;
Offers and reductions on shipping costs, including free delivery, will no longer be applicable for product reshipments when these are not at MOONSTRA's expense.
Products purchased using a gift card or discount code will only be refunded in the same form.
The refund of sums paid for the product concerned will be made no later than 14 days following MOONSTRA's confirmation of the possibility of a refund.
If a discount code was used during the order, the refunded amount will take this reduction into account.
The refund will be made using the same payment method initially used by the Customer, unless another method is agreed upon with MOONSTRA.
For any problem related to a refund, MOONSTRA invites the Customer to contact MOONSTRA customer service at contact@moonstra.com.

Article 17 - Force Majeure

Force majeure is defined by article 1218 of the Civil Code.
For a situation to be qualified as force majeure, it must meet the following three conditions:
  • Externality: This is an event beyond the control or will of MOONSTRA and/or the Customer.
  • Unpredictability: This is an event that MOONSTRA and/or the Customer could not foresee at the time of entering into the contract.
  • Irresistibility: This is an event whose effects cannot be avoided by measures taken by MOONSTRA and/or the Customer.
Examples of force majeure include:
  • Social and/or political crises and/or events (strikes, riots, war, etc.);
  • Health crises (COVID-19, etc.);
  • Natural and/or industrial disasters (fires, floods, storms, etc.);
  • Major breakdowns and/or disruptions of communication networks (internet, telephony, etc.);
  • Major breakdowns and/or disruptions in the supply and/or distribution of energy (fuels, electricity, etc.);
  • Blockages and/or major disruptions of transport routes;
  • Changes in laws and/or regulations;
  • Any other event defined by law as force majeure.
In the event of a force majeure case that would impede MOONSTRA's obligations, the sales contract would then be suspended from the notification by MOONSTRA and/or the Customer communicated by email or registered mail with acknowledgment of receipt via the addresses specified in Article 1.
Fourteen days after the notification date of the contract suspension, its cancellation would then be pronounced, and the sums received by MOONSTRA before this date relating to the order concerned would be refunded to the Customer.
The end of the event must be notified by the party concerned (MOONSTRA or Customer) to the other Party, thus allowing the resumption of obligations from the date of this notification, unless the contract has been cancelled and the committed sums refunded.

Article 18 - Legal Guarantee of Conformity

Purchased products are covered by a legal guarantee of conformity for two years from their receipt by the Customer.
It applies regardless of any commercial guarantee that may be associated with the sale.
Two scenarios are possible:
  • The legal guarantee of conformity is applicable. It covers the following cases:
    • The product is unfit for its intended use;
    • The product does not match the description given at the time of sale;
    • The product does not possess the qualities advertised by MOONSTRA or agreed upon with the Customer;
    • The product has a manufacturing defect.
In these cases, products can be repaired or replaced, subject to the cost conditions provided for in article L.211-9 of the Consumer Code.
The guarantee is limited to the value of the product and is only valid if the product is used under normal conditions of use.
  • The legal guarantee of conformity does not apply. This situation concerns the following cases:
    • The Customer was aware of the defect at the time of purchase;
    • The defect results from material provided by the Customer;
    • The defect results from a modification of the product made by the Customer;
    • The defect is caused by improper use or maintenance of the product by the Customer;
    • The defect is due to normal wear and tear and aging of the product;
    • Loss or breakage of the product by the Customer.
Before returning a product for the application of this guarantee, the Customer must contact MOONSTRA customer service by email or postal mail at the addresses indicated in Article 1 of these GTC, which will specify whether the guarantee is applicable or not.