FAQ

General Questions

  • Where is the company based?

We are an Australian based company with our main warehouse overseas, which allows us to offer worldwide shipping, and reduce extra unnecessary freight.  

  • Do you lamps comply with Australian, US and EU standards?

We are happy to offer lighting solutions for worldwide customers. Rest assured that we will ship correct voltage and region plug requirements as per your shipping address or as per your selection. If you have any specific questions, feel free to reach out!  

Orders and Shipping

  • How long will it take for my order to arrive?

Your delivery time will be dependent on your location and the item(s) you’re purchasing. Delivery is generally 10-20 days, unless it states Preorder in the product description.  

Please note that the delivery dates displayed on the product page and delivery page at checkout are estimates, as we cannot guarantee that a parcel won’t encounter delays during transit.

Luckily 95% of orders arrive within or before the estimated timeframe!

  • Can I change my delivery address?

Due to the fast turnaround time for our orders, we cannot guarantee that we can update the address on an order already placed and/or shipped.

  • How do I track my order?

Once your order has been dispatched, a tracking number will be issued and you will receive this via an email notification.

The tracking number can take up to seven days to update with additional information, but rest assured that your order is on its way to you! 

  • Why hasn’t my tracking updated yet?

Once the parcel has been shipped the tracking number can take up to seven days to update with additional information, but rest assured that your order is on its way to you! 

Our shipping data is that 95% of orders arrive within or before the estimated timeframe. 

  • My order is delayed. What can I do?

Delays can occur when the package is in transit due to a variety of influences. If you see a delay in tracking updates be rest assured this can occur and does not mean your package is lost.

Please be patient with the carrier as delays are outside of our control. If you have questions about the delay please do not hesitate to reach out to our team! 

Unfortunately we are unable to refund and cancel due to carrier delays while your order is in transit to you

  • Why have I only received part of my order?

If the items in your order are too large to ship together or come from different warehouses, your items will have separate tracking numbers. This means you will receive separate parcels, possibly at different times and dates. Please wait a few days for your other product/s to arrive. Contact us if you have not received a few days later.

  • How do I cancel my order?

Once you place an order, you may cancel within 24 hours. Please email hello@moonlightcasaco.com if you wish to cancel, use subject format #000000 ORDER CANCELLATION so our team can process it as quickly as possible. A small processing fee will be deducted from the final refund, we let you know this amount in our email response.

Orders cannot be cancelled after the order has been processed past the 24 hours and cannot be cancelled after the item has shipped

  • What if my order arrived damaged or broken?

Please contact us here and we can work out a solution.

  • How do I return my order?

Returns and exchanges are allowed within 15 days of the delivery date. Please contact us here to initiate the return.

  

Shipping Policy

Shipment Processing Time

We work diligently to dispatch your order promptly. Expect a processing time of 1-3 business days, with a transit time of 6-20 days for standard shipping.

Please note that dispatch times may increase by up to 48 hours during sales and holiday periods.

You'll receive a shipping confirmation email as soon as your order leaves our facility.

Estimated Delivery Time

You can expect your order to arrive within 7-20 days.

Delivery Locations

We are committed to delivering our products as widely as possible. However, there may be certain areas we can't reach. If we're unable to ship to your postcode, you'll be informed at checkout or within 24 hours.

Packaging

Our brand has been built on bringing high quality products at an accessible price point. Our collections are packaged for protection and to reduce shipping costs. Which we are then able to pass that on to our customers.

Gift Wrapping

We regret to inform you that we currently do not offer gift wrapping services.

Order Confirmation

Upon successful placement of your order, you'll receive an email confirmation email within a few minutes. This email will contain all the crucial details pertaining to your order.

Returns Policy

Handling Faulty or Damaged Products

If your order arrives faulty or damaged, please email us at hello@moonlightcasaco.com with a photo of the damage. We can either provide you with a refund or replacement.

Product Exchanges

If you'd like to exchange your order, please get in touch with us here. We'll verify your order and provide a return shipping address. Please note that while we offer free shipping on all orders, return shipping costs are not covered. Upon receipt of your returned item at our warehouse, we'll inspect it to ensure it's in its original condition and packaging. We can then offer you store credit equal to the original value of your order.

Returns for Change of Mind

If you are not completely satisfied with a product you can return it within 15 days of purchase. Refunds and product exchanges are processed within 24-48 hours upon receipt of your order. For damaged products, refunds are issued within 24 hours after we confirm the damage.

Please note that once your order has shipped, we cannot offer any exchanges or returns until the item has reached its destination.