FAQ

Founded in 2017 by Béryl, then 25 and passionate about fashion, our women’s ready-to-wear brand offers trendy, comfortable clothing at affordable prices. We are committed to providing a simple, fast, and secure shopping experience, from choosing your item to delivery.

Our clothing is made in France, Italy, and China by partners selected for their expertise and the quality of their production. The country of manufacture is specified on each product page when the information is available, and we make sure to work with suppliers who meet our quality and ethical standards.

The composition of each garment (materials used and main characteristics) is indicated directly on its product page. If you have any questions about a particular material, our customer service team is here to help.

Care instructions are provided on the garment label and, when necessary, on the product page. We recommend following these washing instructions to preserve the quality and colors of your items; if in doubt, wash at a low temperature and avoid using a tumble dryer.

The measurements of each garment (length, width) are indicated on its product page: for tops, the length is measured from the shoulder to the bottom of the garment and the width from armpit to armpit; for bottoms, the length is measured from the top of the trousers to the bottom and the width at the waist. Compare these measurements with a similar garment you already own, and contact our customer service team if you are unsure between two sizes.

A size guide is available directly on each product page. Measurements are provided for guidance only and may vary by 1 to 2 cm depending on the style; our team is available to advise you if you are unsure.

A one-size-fits-all item is designed to suit a range of body types thanks to its cut, fabric, or stretch. Exact measurements are provided on the product page, and the fit may be more or less snug depending on your body shape.

Check the exact measurements (width, length) provided on the product page and compare them with a similar garment you already own. As the fit may vary depending on your body shape, our customer service team is available to advise you before you order.

Our upcoming collections are announced on our website and social media. Sign up for our newsletter to be the first to know.

Yes, a new collection is released every two weeks, usually on Sundays, with between 50 and 80 new products each time. Follow us on social media or sign up for the newsletter so you don't miss a thing.

Some popular items may be restocked, but certain styles are limited editions and will not be restocked. If an item is out of stock, turn on the back-in-stock alert to be notified as soon as it becomes available.

Go to the product page concerned and click “Notify me when it becomes available.” You will automatically receive an email as soon as it is back in stock.

No, as our collections are temporary, items added to your cart are not reserved and may sell out quickly. A product may be purchased by another customer as long as your order has not been confirmed and paid for.

All items in stock on our website are also available to view at our showroom in Didenheim. However, availability may vary for products available for preorder.

From your “My Account” area, you can view your order history and status, update your personal information and delivery addresses. To change your password, use the dedicated option in your account or the “Forgot password?” link on the login page.

Click the “My Account” icon, enter the email address and password associated with your account, then click submit to access your customer account.

First, check your email address and password, or click “Forgot your password?” to receive a reset link (remember to check your spam folder). If you placed an order as a guest, you do not have a customer account yet; in any case, our customer service team remains at your disposal—just provide the email address used when signing up.

Yes, you can place an order without an account and then create a customer account later using the same email address. This will allow you to easily find your past orders and manage your personal information more easily.

Click the “My Account” icon at the top of the site, then select “Create an account.” Enter your details (name, email address, password) and confirm your registration to receive your confirmation email.

To delete your account, contact our customer service at contact@hellomoon-shop.com and provide the associated email address. After your identity has been verified, the deletion will be completed as soon as possible.

As soon as your payment is accepted, your order is automatically recorded and a confirmation email is sent to you. If you do not receive it, check your spam folder or contact our customer service team at contact@hellomoon-shop.com.

Yes, a confirmation email is sent as soon as your order is confirmed. It summarizes your items, delivery address, and order number.

If your order has not yet entered preparation, contact our customer service as soon as possible: we will do our utmost to accommodate your request, but cannot guarantee it. Once the order has entered preparation, no changes are possible.

Once confirmed, an order generally cannot be modified. If it is still being processed, please contact our customer service team promptly to check whether a change is still possible.

For logistical reasons, we do not cancel orders that have already been placed. Please feel free to contact our customer service team by email with any questions about this.

No, it is not possible to combine orders that have already been placed. Each order is processed separately to ensure quick preparation.

As soon as your order is shipped, you will receive an email with your tracking number. You can track your parcel on the carrier’s website or directly from your customer account.

Check the tracking link you received by email to see the status of your delivery. If no update appears or there is a significant delay, contact our customer service team.

Check your parcel tracking, the delivery address provided, and with your neighbors or building manager. If you still cannot find your order, contact our customer service at contact@hellomoon-shop.com so that we can open an investigation with the carrier.

This may be due to an incomplete or incorrect address, a parcel not collected from a pickup point on time, or the carrier being unable to deliver it within the required timeframe. As soon as the parcel is received at our premises, our customer service team will contact you to find the most suitable solution.

Contact our customer service team as soon as possible, specifying your order number, and attach photos if the issue concerns an item you received. We will do everything we can to offer you a solution quickly.

Contact our customer service team as soon as possible, providing your order number. We will do everything we can to offer you a solution quickly.

We’re sorry for this error: please contact our customer service team and attach a photo of the item you received, along with the label if possible. We will then let you know what steps to take to resolve the issue.

Please contact our customer service team upon receipt, including several photos clearly showing the defect along with your order number. After reviewing your request, we will offer you the most suitable solution.

A pre-order allows you to reserve an item before it arrives in stock, with priority shipping as soon as it becomes available. The estimated shipping date is indicated on the product page.

Your pre-order is confirmed and payment is taken at the time of purchase, then shipped from the date indicated on the product page. If your order contains both in-stock and pre-order items, it may be shipped in a single shipment once all items are available; if the lead time changes, you will be notified by email.

You can pay with Visa, MasterCard, Maestro, Bancontact, PayPal, Apple Pay, and Google Pay, as well as in installments with Scalapay (3 or 4 payments for purchases of €100 or more) or PayPal Later (4 interest-free payments). Other payment methods may also be available depending on your country.

Yes, all payments made on our website are fully secure thanks to an encryption system that complies with current standards. Your banking information is never stored on our website.

Payment is charged when you confirm your order. You will then receive a confirmation email as soon as the payment is accepted.

Check that your card details have been entered correctly, that your payment method is valid, and that you have not reached your spending limit. You can try another payment method or, if the problem persists, contact your bank or our customer service team.

Enter your code in the designated field during checkout, then click “Apply” before completing your order. The discount will be automatically deducted if the code is valid and its terms of use are met.

Enter your credit voucher code in the designated field at checkout: the corresponding amount will automatically be deducted from your order total. If the voucher exceeds the order amount, the remaining balance can be used for a future purchase.

Enter your gift card code in the dedicated promo code field at checkout: the available amount will automatically be deducted from your order. If the balance is insufficient, you can pay the remaining amount using another payment method; if it is higher, the remaining balance will be saved for a future purchase.

Go to the “Gift Cards” section in the main menu, choose the desired amount, and add it to your cart. Once your purchase has been confirmed, you will receive your gift card by email along with its redemption code.

The remaining balance after a purchase is usually indicated in your order confirmation email. You can also contact our customer service team and provide your gift card code to find out its balance.

Depending on your address, you can choose home delivery, delivery to a pickup point, post office, or locker, or free collection from our showroom in Didenheim. The available options, prices, and delivery times are shown when you place your order.

We deliver to mainland France, the French overseas departments and territories, Europe, and many international destinations. Shipping costs and available delivery methods are calculated automatically based on your country at checkout; if your country does not appear, it means we do not serve it yet.

Your order is delivered to the address provided at checkout, or to the selected pickup point, depending on the delivery method chosen. Be sure to check that your details are accurate before confirming your order.

Delivery times depend on the shipping method selected and the destination country; they are shown when you place your order. For a pre-order item, the estimated delivery date is also specified on the product page and when you check out.

As soon as your order is shipped, you will receive an email containing your tracking number. You can then track your package directly on the carrier's website.

Yes, the carrier will inform you of updates on your delivery by email and/or text message, according to the details provided when you placed your order. Notification methods may vary depending on the carrier selected.

If you are absent, the carrier may leave your parcel at a pickup point or post office, with a neighbor, or schedule another delivery attempt, depending on its terms. You will be informed of how to collect your parcel.

When validating your order, you can select your preferred pickup point from those offered near your address. The available pickup points depend on your delivery address.

Once the allotted time has elapsed, a parcel not collected from a pickup point is automatically returned to our warehouse. Upon receipt, our customer service team will contact you to arrange a new shipment (at your expense) or a refund, depending on your situation.

A parcel may be returned in the event of an incorrect address, an unclaimed parcel, or an inability to deliver it. Once it has been received at our premises, we will contact you to offer a new shipment (with reshipping costs payable by you) or a refund.

No customs fees are charged for deliveries in France and the European Union. Outside the EU, customs fees, taxes, or import duties may be required by the authorities of the destination country and remain the customer's responsibility.

Yes, you can enter a business address when placing your order. Be sure to provide the company name and all the necessary information to facilitate delivery.

If there is a problem (damaged or missing parcel, or a parcel marked as delivered but not received), please contact our customer service within 3 days at the latest. The sooner you submit your request, the easier it will be to open an investigation with the carrier.

Select Click & Collect when checking out: you will receive an email as soon as your order is ready to be picked up in the showroom. The pickup arrangements and timeframe will be specified in this availability email.

For home deliveries and deliveries to pickup points, in France and abroad, we work with La Poste Colissimo.

Yes, you can return one or more items in accordance with our return policy within 14 days of receiving the parcel. Items must be returned in their original condition: unworn, unwashed, and with their tags intact.

Go to our returns portal, then follow the instructions to register your request. Carefully pack your items and ship the parcel using the return label you receive once your return has been registered.

PRODUCT RETURNS

In accordance with the Consumer Code, you may return any product ordered from our website within fourteen (14) calendar days of receiving the order, either by you or by a third party designated by you. The date shown on the carrier’s receipt will be taken as proof.

Before making your return, please ensure that it complies with all our return terms and conditions. 

France and EU countries: You can submit your return request online via our returns portal by completing the dedicated form: HERE

Here are the fixed return rates by country: 

• France: €5.90
• Spain, Portugal: €8.90
  
• Belgium, Germany, Luxembourg, the Netherlands: €7.90
  
• Italy: €9.50
• Ireland, Austria: €9.90
• Hungary, Poland, Czech Republic, Slovakia, Slovenia, Estonia, Latvia, Lithuania, Sweden: €10.50
• Greece, Cyprus, Finland, Croatia, Malta, Romania: €13.50

OTHER COUNTRIES: If your country is not supported by our online returns portal, please download and complete the withdrawal form and return the product at your own expense and using your own means to the following address:

SAS BENAGA

4 avenue de Strasbourg 

68350 Didenheim

All returned products will be inspected:

- Only new products in their original packaging, accompanied by any accessories, user manuals, documentation or labels, may be accepted for return, no later than fourteen (14) days after receiving the order.

- The returned product must be complete, in its original packaging, and undamaged, in its original condition and in perfect condition for resale. Any product that has been damaged, washed, worn, perfumed, or whose packaging has been damaged will not be refunded or exchanged.

- Regarding shoe returns, they must be returned in their original box, with the soles and the box intact. Under no circumstances should the shoe box be used as the shipping box for the return; it must be protected and kept intact to ensure the product can be resold. 

Please note that Hello Moon Shop will not accept products made to the consumer's specifications or products that cannot be returned for reasons of hygiene or health protection, such as underwear, socks, earrings, swimwear, hair accessories, beanies, earmuffs, and balaclavas.

If your withdrawal meets these conditions, you will receive a refund or a credit note, according to your choice, for the price of the products excluding shipping costs. In the event of a return for a refund, the return shipping costs are your responsibility and amount to a fixed fee of €5.90 for France, which will be deducted directly from your refund. If you choose to receive a credit note, the return shipping costs will be FREE. 

If you would like another size or color, we invite you to withdraw from your order and place a new one; we do not offer exchanges.

For any questions or complaints, please contact us at the following email address: contact@hellomoon-shop.com

You have 14 days from receipt of your order to request a return. The package must be shipped before the end of this period.

Personalized products and unsealed items for hygiene reasons cannot be returned (underwear, socks, earrings, swimwear, hair accessories, hats, earmuffs, balaclavas). Gift cards cannot be returned or exchanged.

If you return an item in exchange for a voucher, return shipping is FREE. If you choose a refund, return shipping is at your expense and will be deducted from your refund at the fixed rate of: €5.90 in

France , €7.90 forBelgium , €7.90 forGermany , €7.90 forLuxembourg , €7.90 for theNetherlands , and €8.90 forSpain and Portugal . For other countries, rates vary depending on the location.. Pour les autres pays, les tarifs varient selon la localisation.

The PDF label to attach to your return parcel will be sent to you after you register your return request through our returns portal. HERE.

Yes, provided that all return requests for all orders have first been submitted through our returns portal and are within the 14-day period. Remember to include the reference numbers for each order to facilitate processing.

We do not offer direct exchanges. If you would like a different item, simply return the original item and place a new order.

To change the size, return the item concerned and then place a new order in the desired size. This ensures stock availability.

If your return has not yet been shipped or processed, please contact our customer service team as soon as possible. We will do our best to accommodate your request.

Yes, if the return conditions are not met: items that have been worn, washed, damaged, or are incomplete, have no tag, or belong to a non-returnable category. If your return is refused, the items may be shipped back to you at your expense.

A parcel tracking number will be shown on the return label. Keep your tracking number until your return has been fully processed. Once your parcel has been received at our warehouse, you will be notified by email that your refund or store credit has been processed correctly.

Once your return has been received at our premises, it will be processed within 14 days. The refund will then generally appear in your account within 48 hours, depending on your bank. Store credits are sent instantly once the return has been processed.

The refund is issued to the same payment method used for your order, and you will receive a confirmation email as soon as it is issued. Depending on your bank, it may appear in your account a few days later.

Our showroom is located at 4 Avenue de Strasbourg, 68350 Didenheim. It is open Monday to Friday, from 9 a.m. to 5 p.m. continuously.

Yes, you can also find our products directly at our showroom in Didenheim. Depending on availability, some items may be exclusive to the website or showroom, and stock levels may vary between the two.

Our showroom allows you to purchase our collections in-store, try on available items, and receive personalized advice to help you make your choices. You can also collect your Click & Collect orders there (subject to availability) and benefit from assistance from our team.

Your data is used to process and ship your order, manage your customer account, and respond to your requests, as well as to send you promotional offers if you have consented to receive them. We are committed to protecting your data and processing it in accordance with the GDPR.

You can modify certain information directly from your customer account. To exercise your rights of access, rectification, or erasure, please contact our customer service at contact@hellomoon-shop.com : your request will be processed as soon as possible, in accordance with the regulations in force.

Our customer service team is available at contact@hellomoon-shop.com or via chat directly on our website. Please remember to include your order number if your request concerns a purchase, to help us process it more efficiently.

We strive to respond to all requests within 24 to 48 business hours.

Contact our customer service at contact@hellomoon-shop.com or via the website chat, explaining your request as precisely as possible with your order number (and photos if the item received is concerned). We will review your request and get back to you as soon as possible.