Shipping Policy

At MOONSTONE, we are dedicated to bringing tranquility and wellness to your home through our premium aromatherapy diffusers. With over 6 years of experience serving our valued customers across Europe, we have refined our shipping process to be as seamless and reliable as possible. Please review our shipping policy below for details on how we deliver our products to you.

1. Shipping Destinations

We are pleased to offer shipping to customers throughout the European market. Our primary shipping zones include, but are not limited to:

  • ✅ United Kingdom
  • ✅ Germany
  • ✅ France
  • ✅ Spain
  • ✅ Italy
  • ✅ Netherlands
  • ✅ Belgium
  • ✅ Sweden
  • ✅ Austria
  • ✅ Denmark
  • ✅ And most other countries within the European Union and EEA.

If your country is not listed, please contact us to confirm if we can arrange delivery to your location.

2. Order Processing Time

  • Orders placed before 2:00 PM Central European Time (CET) from Monday to Friday are typically processed and dispatched on the same day.
  • Orders placed on weekends or public holidays will be processed on the next business day.
  • Please allow for 24-48 hours for order verification and payment processing. You will receive a confirmation email once your order has been dispatched.

3. Shipping Methods, Timeframes & Costs

We offer reliable shipping options to meet your needs. The following are estimates and may vary based on the final destination.

Service Estimated Delivery Timeframe Price
Standard EU Shipping 7-12 business days FREE for orders over €75
€9.95 for orders under €75
Express EU Shipping 5-10 business days €14.95 (flat rate for all orders)

Note: These timeframes do not include the initial order processing time. Deliveries to more remote areas may take slightly longer.

4. Shipping Carriers

To ensure your aromatherapy diffuser arrives safely and on time, we partner with a network of trusted international and local European carriers, including:

  • DHL
  • DPD
  • GLS
  • Local postal services (such as La Poste, Deutsche Post, etc.)

The carrier for your specific order will be chosen based on your location and the shipping method selected at checkout.

5. Order Tracking

Once your order is dispatched, you will receive a shipping confirmation email containing your unique tracking number. You can monitor the progress of your delivery by:

  • Using the tracking link provided in the email.
  • Entering the tracking number directly on the carrier’s website.

Please allow up to 24 hours for the tracking information to become active after you receive the email.

6. Delivery Issues

  • Incorrect Address: It is the customer’s responsibility to provide a correct and complete shipping address. If you notice an error, please contact us immediately at [Insert your support email address]. We cannot redirect orders once they have been dispatched.
  • Failed Delivery Attempt: If you are not available to receive the package, the carrier will typically leave a notice with instructions on how to rearrange delivery or where to collect your package. Parcels not collected within the carrier’s specified timeframe may be returned to us, and additional shipping fees may apply for redelivery.
  • Lost or Damaged Package: If your package is lost in transit or arrives damaged, please contact us within 48 hours of the expected delivery date or receipt of the item. Kindly provide photos of the damaged product and packaging so we can resolve the issue swiftly.

7. Customs, Duties, and Taxes (for Non-EU Countries)

For customers in European countries outside of the EU (such as the UK, Switzerland, and Norway), please be aware that your order may be subject to import duties, taxes, and customs fees. These charges are the responsibility of the recipient and are not included in the order total or shipping cost. We recommend contacting your local customs office for more information.

8. Special Circumstances

  • Peak Periods: During busy holiday seasons (e.g., Christmas, Black Friday), please allow for potential delays in both processing and shipping times. We will post any relevant updates on our website’s homepage.
  • Service Interruptions: We are not responsible for delays caused by circumstances beyond our control, such as severe weather, natural disasters, or carrier strikes. We will do our best to keep you informed of any known disruptions.

9. Contact Us

For any questions or concerns about your shipment, please do not hesitate to contact our customer support team.