Frequently Asked Questions

At Zeena Moon, your safety and well-being are very important to us. Many of our products contain natural ingredients, essential oils, fragrances, candles, sprays, incense, beauty products, hair care products or botanical elements, which may cause reactions for individuals with allergies or sensitivities.

We always do our best to ensure that product ingredient information is accurate and up to date. However, from time to time, suppliers may update formulations or ingredient lists.

For this reason, we always recommend carefully checking the ingredient label on the product packaging before use, particularly if you have allergies, sensitivities, or specific ingredient concerns. The ingredient list shown on the product packaging should always be considered the most up-to-date and reliable source of information.

Zeena Moon cannot guarantee that products are free from specific allergens, and customers with sensitivities should review ingredients carefully before using any product.

If you have any questions about ingredients before purchasing, please feel free to contact us at zeenamoon@outlook.com and we will be happy to help where possible.

The ingredient list on the product packaging should always be considered the most accurate and up-to-date source of information.

Your safety matters to us, and we encourage all customers to check first if they are unsure.

If you have any questions about ingredients before purchasing, please feel free to contact us at zeenamoon@outlook.com and we will be happy to help where possible.

Because some of Zeena Moon items are made to order, our fulfilment partners begin processing orders very quickly after they are placed. For this reason, we are unfortunately not always able to cancel or change an order once production has started.

However, if you would like to request a cancellation, please email us at zeenamoon@outlook.com with your order number and full name, and we’ll happily investigate the order status and see if cancellation is still possible.

If your order has already been dispatched and can no longer be cancelled, you may choose to refuse delivery when the parcel arrives, which will allow the package to be returned to the sender.

If you have any questions, please feel free to contact us and we’ll always do our best to help.

Return eligibility depends on the item that has been purchased.

Some Zeena Moon items are made to order or produced specifically for you once an order is placed. Under UK consumer law, made-to-order and personalised items are exempt from the standard 14-day change-of-mind return period.

Because these products are created especially for each customer, we unfortunately cannot accept returns or exchanges for change of mind on these items.

Made-to-order production also has several benefits. It helps reduce waste and overproduction, allows us to offer a wider range of unique designs, and means your item is created especially for you rather than sitting in a warehouse.

If you are unsure whether an item is returnable or non-returnable, please contact us at zeenamoon@outlook.com before placing your order, and we will be happy to check this for you.

Some examples of non-returnable items may include:

Made-to-order or print-on-demand items such as
T-shirts, Hoodies, Most Clothing, Acrylic Prints, Canvas Prints, Framed Prints,
Posters, Mugs, Phone Cases, AirPod Cases, Luxury Candles and more (please ask if unsure).

Personalised products

Used candles, wax melts, oils, incense, or similar products

Digital downloads, once accessed

Gift cards or sale items

However, we understand that circumstances can sometimes change and may consider certain requests on a case-by-case basis at our discretion, depending on the circumstances. However, this is not guaranteed.

For items that are not made to order, returns may be accepted provided the item is unused and returned in its original condition.

If your item arrives damaged, faulty, incorrect, or lost in transit, please contact us at zeenamoon@outlook.com with your order number, tracking number, and a photo of the issue.

Once we’ve reviewed the information, we will investigate the matter and arrange the appropriate resolution, which may include a replacement or a refund, depending on the supplier used.

At the moment, Zeena Moon currently ships within the United Kingdom only.

We hope to expand our shipping options in the future as our store grows, so international delivery may become available at a later date.

If you are located outside the UK and are interested in purchasing from us, please feel free to contact us at zeenamoon@outlook.com, and we will be happy to let you know if this changes in the future. 🌙✨

We apologise for any inconvenience, but we are currently unable to offer exchanges on items if you have changed your mind on the product.

However, if your item arrives damaged, faulty, or incorrect, please contact us at zeenamoon@outlook.com and we will be happy to investigate this for you. Once the issue has been verified, we will arrange the appropriate resolution, which may include a replacement or refund depending on the supplier and the type of item.

Thank you for your understanding, and we appreciate your support of Zeena Moon. 🌙✨

Once your order has been dispatched, you will receive an email confirmation containing your tracking details (where available).

This will allow you to follow your parcel and see the latest delivery updates from the courier.

If your order is being sent in multiple parcels, you may receive separate tracking numbers for each shipment.

If you cannot find your tracking email, please check your spam or junk folder, as it may occasionally be filtered there.

If you still need help locating your tracking information, please feel free to contact us at zeenamoon@outlook.com and we will be happy to assist you. 🌙✨

We’re really sorry to hear that you may have received an item that wasn’t part of your order. That’s certainly not the experience we want you to have with Zeena Moon.

Please contact us as soon as possible via email zeenamoon@outlook.com and
include the following details so we can investigate:

Your order number

Your tracking number

The name of the item received

A photo of the item, if possible

Once we’ve received the information, we’ll review the details and confirm the next steps. Depending on the situation, we may arrange for the item to be returned or collected, or provide further instructions. If an item needs to be returned due to a fault, damage, incorrect item, or an error on our part or that of one of our suppliers, we will cover the return costs.

If you have been charged for an item that was sent in error, we will, of course, arrange the appropriate resolution once the issue has been verified.

Thank you for bringing this to our attention so we can help resolve it as quickly as possible.

We’re really sorry to hear that your item has arrived damaged. That’s certainly not the experience we want you to have with your Zeena Moon order.

Please contact us at zeenamoon@outlook.com as soon as possible with the following details so we can investigate the issue:

Your order number and full name

Your tracking number

The name of the item

A photo clearly showing the damage or fault

If possible, please also include a photo of the packaging, as this can help us review the issue with our fulfilment partner.

Once we’ve received the information, we’ll review the details and confirm the next steps. If the issue is verified, we will arrange the appropriate resolution, which may include a replacement or refund, depending on the item.

Please do not return any items unless we have provided return instructions, as returns sometimes need to be processed in a specific way. 

We’re really sorry to hear that your order hasn’t arrived or that an item may be missing. Occasionally, delivery delays can happen due to courier issues, busy periods, or weather conditions.

Before contacting us, we recommend checking a few things first

Check your tracking number for the latest delivery updates

Check with your local delivery office or post office

Ask neighbours or other household members in case the parcel was accepted on your behalf.

Check that the delivery address on your order is correct

If your order still hasn’t arrived, or you believe an item is missing from your parcel, please email us at zeenamoon@outlook.com and
include the following details so we can investigate:

Your order number and full name

Your tracking number

The name of the missing item (if applicable)

Please note that delivery companies sometimes require a short waiting period before a missing parcel claim can be opened, so we may need to allow a little time before further action can be taken. 

This varies depending on which delivery service was used for that order.

Once we’ve reviewed the information, we will investigate the issue with the courier or supplier and confirm the next steps, which may include arranging the appropriate resolution depending on the
supplier’s policy.

Once we’ve received the information, we’ll look into this for you and arrange the most appropriate solution, which may include a replacement or refund depending on the supplier involved. This may vary depending on what the item is.

We appreciate your patience and will always do our best to help resolve the issue as quickly as possible. 

Free UK shipping on orders over £30

We send most orders via tracked delivery (3–5 working days).

Please Note Estimated Delivery Dates are not guaranteed.

Please allow up to 4–7 working days for your order to arrive, as occasional delays can happen while parcels are in transit.

England, Scotland & Wales: £2.99

Some made-to-order or custom pieces may take a little longer to arrive

We currently ship within the UK only

Please note:
Some items may be dispatched separately if they are stored at
different locations. If this happens, your order may arrive in more than one
parcel. 

Order not received?
Please feel free to contact us at zeenamoon@outlook.com, and we will be happy to help.

At Zeena Moon, we work with several trusted fulfilment partners to offer a wide range of unique products. Because of this, some items in your order may be produced or stored at different locations.

If you purchase multiple items, they may sometimes be dispatched separately, which means your order could arrive in more than one parcel and possibly on different days.

Please don’t worry if this happens; it’s completely normal and simply allows us to bring you a wider selection of beautiful products.

You will still receive tracking information for each parcel where available, so you can follow the progress of your delivery.

If you believe part of your order is missing or hasn’t arrived within the expected delivery timeframe, please feel free to contact us at zeenamoon@outlook.com and we will be more than happy to look into this for you. 🌙✨

We always do our best to ensure that the images on our website represent our products as accurately as possible.

However, colours may sometimes appear slightly different in person compared to what you see on your screen. This can happen due to differences in device screens, lighting, and the printing process.

For printed or made-to-order items, slight colour variations can occur during production, which is a normal part of the printing process.

For natural products such as crystals, stones, or handmade items, each piece is unique, so there may be small variations in colour, pattern, shape, or size compared to the product images shown.

These natural differences are part of what makes each item special and one of a kind. If you have any questions about a product before purchasing, please feel free to contact us at zeenamoon@outlook.com and we will be happy to help. 🌙✨