Frequently Asked Questions

What payment methods do you accept and are they secure?

We accept pretty much all major credit and debit cards and use Stripe and PayPal as payment processors.

Both are very secure and no one ever sees your payment information. Everything is encrypted and safe.

You can read more about Stripe and PayPal here:

Stripe URL: https://stripe.com

PayPal URL: https://www.paypal.com

We cannot accept orders over phone at this time.

Why is there an additional fee on my credit card statement?

Sometimes, after placing an order, you will find one or more small charges of less than $1.

This is an anti-fraud feature, which checks if the card is real, and is active. The charge, if any, is typically for $1 USD or less.

Regardless of whether or not the authorization is accepted or declined, this amount is reversed immediately.

The reversal can take 3-5 business days, however, since it's done within your credit card company's own network, it's typically much faster (sometimes you won't even see it on your statement).

If you don't see this charge returned to your account by the end of the term above, you'd need to speak directly with your card company for further assistance.

Please note that just because the bank approved an authorization charge does not guarantee approval of the purchase. You may need to specifically instruct your bank to allow charges to go through without any delay for these transactions to succeed.

I tried to place an order but I am getting an error message

When your payment doesn't go through, you should see an error message. What does that say? Usually one of two things happens when there is a problem with the payment:

  1. The address doesn't match the one on your card: Our payment processors are very secure and even a small error in the name or  address will return an error. If you are trying to send this to another address than your own (a gift for example), please uncheck the "Ship items to the above billing address" when entering your address.
  2. There aren’t sufficient funds on your card: If you don't have sufficient funds on your card, we cannot charge it.
  3. The numbers don't match: Please double check that all numbers entered match the ones on your card. Often we see typing errors in the dates and the ccv code.

Other solutions:

If you still cannot get our system to accept your card, you can select "Checkout With PayPal" on the "Your cart" page. That will take you directly to PayPal to complete you checkout (you don't need to have a PayPal account to complete your checkout).

I am not feeling secure with paying online

I understand your concern. It can be very daunting to order online, especially from a company that you just visited.

That's also why we are using PayPal as one of our payment processor.

It's safe and takes the payment completely out of our hands.

This means that you, the customer, are secure and safe as no one gets your credit card details. Your purchase is also protected by PayPal's Buyer Protection.

I hope this will help you feel more secure when shopping on our site.

If you have any other questions or concerns, please send us a message.

I cannot pay with credit card / credit card problems

Our system is setup to avoid any type of fraud (if someone stole your card and tried to use it for example).

Sometimes all that security backfires and our system thinks something fishy is going on, even though it isn't.

Here's some scenarios we often see and the solutions:

You get a "card doesn't support this transaction" error

You have to contact your bank. This usually has something to do with security settings on your card.

Alternatively, you can use PayPal to complete the transaction.

You get an "Address doesn't match" or similar error

In this case it's often one of these things that causes issues:

  1. The address doesn't match the one on your card
  2. Insufficient funds on your card.
  3. There is an error in the card numbers or CCV number.

Alternatively, you can use PayPal to complete the transaction.

Most errors with credit cards can be resolved by simply using PayPal.

You don't need an account and can still use your credit card.

PayPal rejects my card

If you're credit/debit card is being rejected by PayPal with the message: "The card you entered cannot be used for this payment. Please enter a different credit or debit card number." it might be due to one of the following reasons:


  1. Your card is associated with a specific PayPal account, and you're not logging in with that particular account.

  2. Your card was associated with a PayPal account that has since been closed.

  3. You've linked the card to a PayPal account, but have not yet confirmed it.

  4. You've exceeded your card limit with the PayPal system.

  5. Your email address is raising a red flag in PayPal's system.

  6. Your browser is not accepting cookies. You should clear any existing cookies and try again.

How much is shipping and where do you ship to?

We ship to pretty much everywhere in the world that has a postal service.

Our international shipping rates are weight based and starts at $9.95

When you check out, you will always be able to see the full shipping cost, BEFORE finalizing your order.

Free shipping coupons will not work for international shipping.

For U.S. orders, we offer flat-rate shipping, which means that no matter how big your order is, you always only pay $5.95 for shipping.

I made a mistake on my order (Address, Size, etc). Can I change it?

If you see an error in your order confirmation email, email us at info@themoonlightshop.com or hit 'Send a Message' as soon as possible and we MIGHT be able care of it.

However, we can't make any promises. We ship every work day at around 7am and our shirts are usually getting printed within 6 hours and shipped shortly thereafter.

If your order has already shipped, we'll provide you with a return address (depending on the item ordered).

If you entered the wrong address, we have to wait for the package to get returned to us.

In that case, we will reship it to you, but you are required to pay the reshipping costs.

USPS reports delivery but I didn't receive my package

USPS, in general, is very reliable and professional. The first course of action is to check with your family and friends, or your company's receptionists or mail desk to see if someone has accepted delivery on behalf of you.

You should also allow a few extra days as the package may be on your local postman/postwoman's hands.

If it doesn't show up or if you are worried, we recommend the following:

Call USPS at their toll free number, and tell them you didn't receive your package:

1-800-ASK-USPS® (800-275-8777)

Their office hours are as follows:

M-F - 8:00 am - 8:30 pm ET, Sat - 8:00 am - 6:00 pm ET, Sun/Holidays* - Closed

Please have your tracking number ready. You can find your tracking number in the shipping confirmation e-mail sent to you upon shipping.

What if I didn't get a tracking number:

Send us an email at info@themoonlightshop.com and we'll help you out. Chances are that we have the tracking number, but for some reason you didn't get the shipping email (it could have bounced, been sent to spam or a number of other reasons).

What if USPS cannot help me?

If USPS doesn't have your package, they can usually help you report it stolen to the police.

If you would like The Moonlight Shop to resend the package, re-shipment fees apply because the original package isn't returned to us. Customers are requested to pay 80% of the original order total as re-shipment fees. Again, this only applies to orders that are delivered and not returned to us.

USPS package not moving

The fastest way to get a USPS package moving is to call them up and ask them about it.

It might be that they, for some reason, have trouble delivering it (even though it doesn't say so on their site) or something like that.

When will my order ship?

All orders are shipped through the USPS.

Most of our products made to order, so it usually takes a few days to get them ready and shipped out.

We usually have everything done and ready for shipment within 2-3 days, but in very busy times, it can take a little longer.

We ship orders Monday - Friday, 7 AM.

If your order was placed over the weekend, it will be ready to ship first thing Monday morning.

Once the order has been sent, delivery will take 4-7 workdays to get from us to you (up to 30 days for international orders). If you placed your order in the weekend, you should get it by the end of the next week at the latest.

We will send you a tracking number the minute it goes out the door, so you can keep an eye on it.

For custom design pendants (I am a Witch, the Wheel of the Year, etc.), shirts, mugs, pillows etc. the processing time usually is a little longer. These items are handmade when ordered and processing can take up to 12 days in extreme cases (usually we are a lot faster).

We put a lot of pride and hard work into these, and want them to be perfect.

That's why it takes a little longer :)

Our 100% Happy Guarantee

When you purchase items from The Moonlight Shop, we want you to be 100% happy with your purchase.

If you aren't and you want a refund or an exchange, send an email to info@themoonlightshop.com or hit "Send a message" within 30 days of receiving your item.
Since we ship from multiple locations, the address you have to send your item back to can vary.

Please don't send your item, without contacting us first.

How to return an item

Step #01: Contact us

Send an email to info@themoonlightshop.com and tell us you want to return your product. Be sure to include your order number in the email. It's crucial that contact us first, as we have multiple return addresses.

Step #02: Send the item back to us

Send the item back to us, to the address given by our support team. Make sure you leave a note with your order number in your return package. You will be responsible for paying for your own shipping costs for
returning your item. Shipping costs are non­refundable. We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Step #03: Get your refund

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.

Please make sure the following is true:

If you are not 100% satisfied with your purchase, you can return the product and get a full refund.

You can return a product for up to 30 days from the date you purchased it.

Any product you return must be in the same condition you received it and in the original packaging.

If you have any questions on how to return your item to us, contact us by clicking the "Send Us A Message" button or sending an email to info@themoonlightshop.com.




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