FAQ

WHERE IS LOULA MOON BASED?

We are an online store based in South Africa. We send the items directly to you with a local courier service.

HOW CAN I TRACK MY ORDER?

Orders are shipped within 3-5 working days. You will receive a confirmation email with a tracking number your order has been handed over to the courier. You can then track your order once you log into your account.

HOW LONG IS THE SHIPPING TIME?

Standard delivery is 3 to 5 days business days depending on the destination your order is being shipped to.
If you have not received your order within the standard delivery time, please contact us.

WHAT IS THE REFUND/EXCHANGE POLICY?

Our customers’ satisfaction is important to us, and we will issue a full refund if a package is lost (provided the shipping address and postal code were correct), or if the product you receive is defective.
Please read our Shipping & Refund page for more information. 

CAN I CHANGE THE SHIPPING ADDRESS AFTER PLACING AN ORDER?

If you have provided the incorrect address or want to change the address please email us as soon as possible and we will do our best to change it if your order has not yet been shipped.
If your order has already been shipped we will not be able to assist you, so please make sure all your information is correct on check out.

IS MY PERSONAL INFORMATION SECURE?

At Loula Moon we maintain the highest industry standards. Your credit card and personal details are encrypted during the check out/payment.
Your payment information is only used for the transaction in question and is not stored. 

HAVE MORE QUESTIONS?

Please email us at info@loulamoon.com and we will gladly assist.