Frequently Asked Questions

In this section, we cover questions about shipping and fulfilment as well as listing our policies. If we have missed anything, please reach out and let us know.

Tell Me About Moonhellion's Shop

Moonhellion.com uses a Print-On-Demand model to ensure fresh quality products, a lower carbon footprint and eco-friendliness. This model also allows us to ship items to multiple countries much faster because they are lovingly conjured in multiple locations. Our mission is to offer an alternative to the fast fashion industry.
What Is Print-On-Demand?

Print-On-Demand (POD) describes the process of products being printed and created only once they have been purchased. This means all physical products from Moonhellion.com are created fresh, just for you, rather than being kicked about in a dusty warehouse!
Are Moonhellion Products Eco-Friendly?

Yes! By only creating items when they are purchased, we don't create more than is required. This prevents wasteful runs of product creation and prolonged storage. It also means we don't create any waste, and don't have to resort to selling outdated items to dubious 3rd party marketplaces! For more information about our sustainable practices, please see our blog entry here.
Where Are The Products Created?

We work with print providers worldwide! The exact location will be the closest one to the shipping address of each order. We do not use sweatshops and only work with providers in countries with employment laws in place.
How Will My Order Be Delivered?

As your items may be fulfilled by multiple print providers, your items may arrive in separate shipments. We choose the print provider closest to your location so your items will make the shortest journey possible. This means you can rest assured that you are doing your bit for the planet by choosing a lower carbon footprint with Moonhellion.com!
How Is Shipping Calculated?

The cost of shipping is calculated by weight at the checkout when you place your order.
How Do I Track My Order?

We are currently able to offer tracking on most of our products. You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at support@moonhellion.com. Please note, not all products currently have tracking, although this is something we hope to change in the future.
Can I Cancel My Order?

If you've changed your mind, please email us at support@moonhellion.com and tell us your name and order number so we can assist you. Please keep in mind that due to the nature of print-on-demand products, your order can only be cancelled if production has not yet started. In other words, please let us know quickly! If production has already started, the order cannot be cancelled. Orders for digital items cannot be cancelled due to the nature of digital purchases.
My Order Should Be Here By Now, What Do I Do?

Before getting in touch with us, please help us out by doing the following: ● Check your shipping confirmation email for any mistakes in the delivery address ● Ask your local post office if they have your package ● Stop by your neighbours in case the courier left the package with them If the shipping address was correct, and the package wasn't left at the post office or at your neighbour's, get in touch with us at support@moonhellion.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
My Items Arrived In Separate Shipments?

Some items, such as mugs or canvas prints, require more sturdy packaging than soft items like t-shirts. This means they will be packed and shipped separately to protect them on their journey. Rest assured your other items are most likely still on their way! However, if you do have any concerns, please reach out to us via email at support@moonhellion.com and we will be able to check the status of your order.
Can I Exchange An Item For A Different Size/Colour?

At this time, we don't offer exchanges. If you’re unsure which size would fit better, please check our sizing charts in the product descriptions in our shop. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at support@moonhellion.com within a week after receiving your order. Include your order number and photos of the mislabelled item, and we’ll send you a new one, or issue a refund!
Can I Return An Item?

If you wish to return an item, please email us at support@moonhellion.com and tell us your name, order number and reason for returning so we can assist you. Orders that arrived damaged or misprinted can be returned for a free replacement. You must reach out to us within 30 days of receiving your order and include a description and photographs. Orders can be returned for a refund if you are unhappy with your purchase. You must reach out to us within 30 days of receiving your order. Orders for digital items cannot be returned due to the nature of digital purchases.

Shipping Information

Usually, it takes 3–7 days to fulfil an order, after which it’s shipped out.

Below are estimated shipping times for items delivered to each region.

Shipping rates will be calculated by weight at the checkout.

United Kingdom

United States

European Countries

Australia

Canada

Rest of the World

4-21

business days

2-5

business days

2-8

business days

2-14

business days

2-6

business days

2-21

business days

We don’t ship to some countries because of legal restrictions or shipping carrier limitations.

The list of restricted countries may change depending on world events, but for now, we don’t ship to the following destinations:

Russia
Ukraine
Belarus
The Gaza Strip region in Palestine
Ecuador
Cuba
Iran
Syria
North Korea

Shop Policies

Return Policy

💚Moonhellion's 100% No-Fuss Refund Guarantee💚:

If you don't like your purchase for any reason:

Returns are accepted on all physical items. No fuss at all.

Order Cancellations

Cancellations are accepted if requested before the order has been dispatched.
Cancellations are NOT accepted on digital products, due to the nature of digital purchases.
Refunds are NOT accepted on digital products, due to the nature of digital purchases

Terms & Conditions

*Purchases and Promotions*
1. Introduction
These terms and conditions apply to purchases and promotional offers and schemes at Moonhellion.com. By participating in purchases or promotions, customers agree to these terms and conditions.

2. Discount Codes
2.1 These discount offers are available to all customers of Moonhellion.com who have access to to promotional discount codes.
2.2 The discount codes entitle the customer to a fixed percentage reduction in the purchase price of any eligible product(s) excluding shipping costs, sold on Moonhellion.com.
2.3 The discount code must be entered at the checkout page to claim the offer.
2.4 The discount code is valid for a single use per customer and cannot be used in conjunction with any other offer or discount.
2.5 The discount code has no cash value and cannot be transferred, negotiated, sold, or redeemed for cash.
2.6 Moonhellion reserves the right to modify, suspend or discontinue discount offer codes at any time without notice.

3. Loyal Star Rewards Programme
3.1 The Loyal Star Rewards Programme is available to registered customers only. Customers must create an account on Moonhellion.com to sign up to the scheme to participate.
3.2 Points are earned on qualifying purchases at the rate advertised on Moonhellion.com. Points are not earned on, and cannot be applied towards, shipping fees.
3.3 Points earned through the Loyalty Scheme can be redeemed for discounts on future purchases as specified on Moonhellion.com.
3.4 Loyalty points have no cash value, cannot be exchanged for cash, and are non-transferable.
3.5 Loyalty points expire 3 months after they are earned unless stated otherwise.
3.6 Moonhellion reserves the right to modify or cancel the Loyalty Scheme at any time without prior notice.

4. General Conditions
4.1 Moonhellion.com is not responsible for any customs duty or import taxes incurred on purchases to locations outside of the United Kingdom.
4.2 Moonhellion reserves the right to withdraw the offer or refuse any individual's participation in purchases or promotions if any fraudulent activity is suspected.
4.3 Moonhellion reserves the right to amend these terms and conditions without prior notice.
4.4 These terms and conditions shall be governed by the laws of the United Kingdom, and any disputes will be subject to the exclusive jurisdiction of the courts of United Kingdom.

*Import Duties / Fees*
All EU/International orders are subject to duties and taxes. The recipient is responsible for the payment of applicable duties, taxes and other fees. Moonhellion.com shall not be held accountable for these charges, or offer any refund or other compensations in lieu of said charges.
BREXIT - Please note that from 1st January 2021 all orders shipping from the UK to the EU may be subject to these newly introduced duty charges if the order value, inclusive of shipping costs, exceeds 150 EUR. Sales tax is still applicable under 150 EUR. Currency conversion rate is decided by your local customs authority on the day the goods enter your country. Note that duty is due on actual cost of shipping irrespective if you were eligible for free shipping, since it is calculated on the 'landed cost' of the order.

*Prohibitions*
Prohibitions You must not misuse this website and mobile app. You will not: commit or encourage a criminal offence; transmit or distribute a virus, trojan, worm, logic bomb or post any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of the Service; corrupt data; cause annoyance to other users; infringe upon the rights of any other person's proprietary rights; send any unsolicited advertising or promotional material, commonly referred to as "spam"; or attempt to affect the performance or functionality of any computer facilities of or accessed through this website and mobile app. Breaching this provision would constitute a criminal offence under the Computer Misuse Act 1990. Moonhellion.com will report any such breach to the relevant law enforcement authorities and disclose your identity to them. We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this website and mobile app or to your downloading of any material posted on it, or on any website and mobile app linked to it.

*Intellectual Property, Software and Content*
The intellectual property rights in all software and content made available to you on or through this website and mobile app remains the property of Moonhellion.com or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by Moonhellion.com and its licensors. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this website and mobile app nor may you use any such content in connection with any business or commercial enterprise. You shall not modify, translate, reverse engineer, decompile, disassemble or create derivative works based on any software or accompanying documentation supplied by Moonhellion.com or its licensors.

*Pricing and Availability*
Whilst we try and ensure that all details, descriptions and prices which appear on this website and mobile app are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the 'Total Cost'. The Service may contain typographical errors or other errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fill any orders that you may place based on information on the Service that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or return policies.

Privacy Policy

At Moonhellion.com, we are committed to safeguarding the privacy and personal information of our customers. This privacy policy explains how we collect, use, and protect your data in compliance with the General Data Protection Regulation (GDPR).

*1. Information We Collect:*
We may collect personal information such as your name, address, email, and payment details when you make a purchase from our shop.

*2. How We Use Your Information:*
We use your information to process orders, communicate with you about your purchases, and provide customer support. Your data may also be used for legal and accounting purposes or to comply with legal obligations.

*3. Data Security:*
We take appropriate measures to protect your personal information from unauthorized access, disclosure, alteration, or destruction.

*4. Data Retention:*
We will retain your personal information only for as long as necessary to fulfil the purposes outlined in this privacy policy.

*5. Your Rights:*
You have the right to access, correct, or delete your personal information. Please contact us if you wish to exercise these rights. Please be aware this may affect your purchase if necessary information is redacted before your order is complete.

*6. Sharing Personal Information:*
We may share your personal information with service providers to facilitate order processing and shipping.

*7. Updates to Privacy Policy:*
We reserve the right to update our privacy policy to reflect changes in our practices and legal requirements. Please review this policy periodically for updates.

*8. Contact Us:*
If you have any questions or concerns about our privacy policy or how we handle your data, please contact us directly through the contact us form.

By using this shop, you consent to the terms outlined in this privacy policy.