Order Status:

You can check your order status directly from your account or the dedicated section if the order was placed as a guest:

• In Process: The order is still being prepared in our warehouse.
• Shipped: The courier has picked up the order, and it’s en route to its destination.
• Cancelled: The order has been canceled.
• Fulfilled: The order has been delivered.

Modify an Order:

Orders cannot be modified. Total cancellation is possible if the order is still In Process. To check if cancellation is feasible, contact our Customer Care at [email protected]/en

Cancel an Order:

Cancellation is possible before shipment by contacting Customer Care at [email protected]/en. Once canceled, we’ll proceed with the refund.

Track Your Order:

Upon shipment, you’ll receive a confirmation email with details and a tracking number. Follow the shipment on the website using the provided number.

Order Dispatch Time:

Typically, our logistics team prepares orders within 1 to 2 business days post-order placement. Timeframes may vary based on daily order quantities.

Delivery Time:

Orders are prepared in 1 to 2 business days and then handed to the carrier.

Delivery Details:

Courier leaves a notice for a second attempt. If absent, the parcel is stored locally for 14 days. Failure to collect results in an automatic return to logistics.

Check at Delivery:

Ensure:

• Package count matches transport documentation. The packaging is intact.
• Any damage or discrepancies reported immediately.
  
• Issues with product integrity reported within 14 business days from delivery, per documentation instructions.

What is the European PSD2 Directive?

Since December 28, 2020, online payments are further protected by the new European PSD2 regulation, introducing new authentication rules. When making online orders with a card payment method, your bank may require 3D Secure authentication to confirm your identity. Authentication may involve SMS, email, or TouchID. Contact your bank to ensure they have your correct contact details for 3D Secure authentication. For questions, contact our Customer Service.

Accepted Payment Methods

Choose from the following payment methods:

• CARD PAYMENT

You can pay with credit or debit cards, including VISA, MASTERCARD and AMEX.

• APPLE PAY

Apple Pay allows Apple users to link credit or debit cards to the Wallet app on iPhone, Apple Watch, Mac, and iPad. Use this payment method online where Apple Pay is available.

• GOOGLE PAY

Google Pay is a quick and easy way to pay on sites, apps, and stores using cards saved in your Google account. Google Pay protects your data and card details during payment.

How can I request a return?

You can return a product within 30 days from the delivery date. The merchandise must be returned intact, complete with all parts, and in its original packaging, stored and, if used, strictly necessary to establish and verify its nature, characteristics, and size, according to normal diligence, without signs of wear or dirt.

Is the return free?

Returns are free in case of manufacturing defects or delivery errors. In all other cases, the return is at the customer’s expense, who can choose between returning or exchanging the product.

My product is defective.

To request a return for a defect, contact our Customer Service team. They will ask for the order number and some photos of the product where the defect is visible.

Account

Registering a personal account allows you to store your shipping details, check your order history, track an order, and initiate a return yourself.

Creating an account is straightforward: click on the dedicated icon in the upper right corner and enter the necessary information.

If you forget your account password, go to the dedicated section and click on “forgot password.” The system will then send an automatic email with a link to your registered email address. If you wish to delete your account, contact Customer Service.

DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?

It’s not necessary to create an account to place an order. If you prefer, you can also purchase as a guest. However, MOANUI recommends creating an account to enjoy the benefits, such as saving your address details, independently recording returns, and accessing exclusive communication.

What are the benefits of having a MOANUI account?

Creating a MOANUI account allows you to enjoy additional benefits and a better shopping experience on all devices. You can:

• Track your orders online and access your purchase history and electronic receipts. Manage your personal information.
• Receive communication from MOANUI.
• Create your wishlist to access it from any device.