TOP QUESTIONS

Where is my order?

Once your order is shipped, you will receive an email with a Track & Trace code. You can track your package via our TRACKING PAGE or by entering your code on the carrier's website. Please allow 24-48 hours for the tracking status to update after receiving your confirmation.

Can I return a product if I'm not happy with it?

Of course. If you're not completely happy, you can return your order within 30 days for a full refund. We just ask that items are unused and in their original packaging. Reach out to us and we'll take care of the rest.

How long does delivery take?

We aim to process orders within 1–3 business days.

Australia & New Zealand: 7–10 business days.

Please note: During high-volume periods such as Black Friday, seasonal sales, or holidays, slight delays may occur.

Will sold-out items be restocked

We frequently restock our core collection.

ORDERS & ACCOUNT

I have not received my order confirmation email. What should i do?

Order confirmations are sent automatically. If you haven't received yours within 15 minutes, please check your Spam/Junk folder. If it's not there, you may have entered a typo in your email address. Contact us at info@milo-moon.com so we can resend it.

can i change or cancel my order?

Our warehouse processes orders very quickly (often within hours). If you need to make a change, please email us immediately with the subject line 'URGENT: CHANGE ORDER PLEASE'. If the package has already been packed or shipped, we cannot make changes, but you can return the items once received.

I entered the wrong shipping address!

Please contact us immediately. If the order hasn't left our warehouse, we can update it. If it has already been shipped, we recommend contacting the carrier directly to request a redirection. We are not responsible for lost packages due to incorrect addresses entered by the customer.

SHIPPING & DELIVERY

Which shipping carriers do you use?

We work with trusted international and regional shipping partners to ensure safe and reliable delivery to Australia and New Zealand. The specific carrier may vary depending on your location and availability. Tracking information will always be provided once your order has been dispatched.

My tracking says 'delliverd' but i dont have it
  1. Check your mailbox and porch.
  2. Ask your neighbors or the reception desk.
  3. Check if the carrier left a 'Missed Delivery' note.

Wait 24 hours (sometimes carriers mark items as delivered early).If you still can't find it, please contact us at our support page

Do i have to pay customs or imports duties?

For orders within Australia and New Zealand, there are no additional customs or import fees at delivery.

RETURN & REFUNDS

Do you offer free returns

NO. Return shipping costs are THE RESPONSIBILITY OF THE CUSTOMER. However, if you received a damaged or incorrect item, the return is always free, please contact support first.

How long does a refund take?

Once your return reaches our warehouse, we inspect it within 2-3 business days. The refund is then issued to your original payment method and typically appears in your bank account within 5-10 business days, depending on your bank's processing time.

PAYMENT & SECURITY

What payment methods do you accept

1. Cards: Visa, Mastercard, Amex, Maestro

2. Wallets: Apple Pay, Google Pay, Paypal

Is my payment data safe? (SSL Security)

Yes, completely. We use industry-standard SSL (Secure Socket Layer) encryption to protect your personal and payment information. We do not store your credit card details; they are processed securely by our payment provider.

Why is my discount code is not working?

Please check:

  1. Is the code expired?
  2. Is it being combined with another offer (e.g., Sale items)? (Most codes cannot be stacked).

Did you enter it correctly without spaces?If it still doesn't work, contact us before checking out.

CONTACT

How can i reach customer support?

You can email us at info@milo-moon.com
 or use the Live Chat on our website. We do not currently offer phone support.

What are your opening hours?

Our customer support team is available Monday to Friday, 09:00 – 17:00 Central European Time (CET).

For reference:
• Australia (Sydney/Melbourne): 19:00 – 03:00 (AEST)
• New Zealand (Auckland): 21:00 – 05:00 (NZST)

If you contact us outside these hours, no worries — our team will respond as soon as possible during the next business day.

We aim to respond to all inquiries within 24–48 hours.