SHIPPING & RETURNS
SHIPPING POLICY
Delivery at Moonlight Candy is free on all orders exceeding N$1,000 (after considering any discounts or vouchers). Orders below N$1,000 will include a surcharge of N$100* to cover courier charges. *Additional charges may apply for remote and outlying areas. You will however be contacted directly if this is the case.
Orders outside of Namibia are responsible for their own courier charges.
​
We deliver door to door.
Post Office orders may take up to an additional 7 working days to reach the designated Post Office, whereby you will be notified by the Post Office on your parcel's arrival. Due to delays and staff shortages at the Postal Services, we suggest allowing our couriers to deliver your parcel directly to your door - whether it be work or home – to ensure a speedier delivery time. Remember, packages are discreetly wrapped with no mention of the business or products which you have ordered. Couriers are professional and offer the utmost discretion ensuring your parcel will only ever be delivered to the person listed as the receiver on your order.
If you would like to change your delivery address
In the event that you would like to change your delivery details or reroute your parcel, we ask that you contact the Moonlight Candy team (sales@moonlightcandy.com) to notify them of your request so that they may action this as soon as possible.
If our courier company cannot reach you on the contact number provided
In the event that our courier company is unable to reach you at your provided delivery address or on your supplied contact number, they will try and deliver your parcel to you again on the next day’s delivery run. Should this still prove to be unsuccessful, they will return your parcel to the Courier Head office, where our courier relationship manager will try and contact you to arrange for an alternative delivery time/address. In the event that this is unsuccessful, your parcel will then be returned to the Moonlight Candy Head office, where we will endeavour to get hold of you.
In addition, our courier company is unable to notify you of exactly when your delivery will take place and as such it is imperative to provide us with a delivery address where you will most likely be during office/day hours as well as a contact number. For your security and ours, we ask that you sign the waybill presented to you by the courier agent, in order to acknowledge that you have received your package safely.
Any additional courier charges due to the courier company not being able to reach you or an incorrect delivery address communicated to us will be your responsibility.
Delivery & your discretion
With regards to discretion, Moonlight Candy acknowledges the needs for privacy and security. All orders are beautifully packaged in one our exclusive Moonlight Candy gift packages and are placed in a courier bag – completely non-transparent. The waybill attached only reflects your order number and makes no reference to the contents of your package. Our courier company is well-versed in discretion and confidentiality and maintaining professionalism at all times.
​
Please also note
Moonlight Candy cannot be held responsible for any late deliveries which occur as a result of accidents, flat tyres, incorrect delivery addresses, flight delays, or any other unforeseen circumstances.
In the event that you have placed an order for stock that is not physically on our premises, we will notify you immediately within 24 hours to advise you on the quickest turnaround time available to you on your order. Our aim is to get your stock to you as quickly as possible.
To avoid disappointment and to manage expectations regarding your delivery, we encourage you to contact to ascertain when exactly you will be able to receive your order.
Orders are only shipped on working days, exclude weekends, and public holidays.
Whilst Moonlight Candy's service delivery is all about quick turnaround times - in the rare instance that we are unable to honour our dispatch rule, we will contact you personally to notify you of the delay - either by the email or via the contact number which you have provided.
When you place your order, you will be notified if an item is not in stock and that the delivery will probably take a few weeks longer. You have no obligation to pay until your order is back in stock and is ready for delivery. You will then receive an email when the product becomes available again for purchase.
RETURN & EXCHANGE POLICY
Moonlight Candy wants you to be happy with your purchase. if you are not completely satisfied, you can return the product to us (if the product is liable for refund) and we will either repair / replace it or refund you, subject to the terms below.
​
Our Returns Policy.
In the rare instance that a product is damaged or faulty on delivery, please send an email to sales@moonlightcandy.com within 24 hours so that we can rectify the situation immediately. Include your order number and a detailed description of the problem, and we will revert as soon as possible, advising you on exactly how to proceed. Dependent on our supplier's inspection report and product inspection, Moonlight Candy will gladly replace your damaged or faulty product with an exact substitute as soon as possible. In the event that we are unable to exchange your product due to insufficient stock levels, we will offer a similar substitute of the nearest or same value.
We ask that you just please send us the product back so that we can follow up with our supplier.
Any additional courier charges will be carried by us.
​
Unfortunately, due to the nature of our intimate items, the majority of our goods are not exchangeable or refundable for both hygiene and security reasons. These include Lingerie, Cosmetics, Sex Toys, Essentials, Gifts, and Accessories. If you are unsure as to whether or not a product is right for you, please call us or please fill out our form on the Contact Us page on our website, where our consultant will gladly assist in order to avoid any mistakes or incorrect orders.
Cancellations
We sincerely hope that you never find yourself in a position of having to cancel your Moonlight Candy order. Should you however need to action a cancellation, Moonlight Candy is able to cancel your order, subject to the following conditions:
If you pay for your order via EFT/Lay-Buy and have not paid yet, simply email us at sales@moonlightcandy.com and we will cancel your order accordingly. If you have opted to pay for EFT/Lay-Buy and have already paid, email us at sales@moonlightcandy.com and we will cancel your order and request a full refund from our accounts department.
Please note refunds take a few days depending on which bank you transact with; your request however will be actioned by us within 24 hours of receiving your request and we will deduct a small administration fee.
Orders that have already been paid and shipped cannot be cancelled.
Kindly refer to our FAQ's Page for more info on the above.