FAQs

FAQs
Don't see an answer to your question? Email us: customerservice@newmoonboutique.com

 

Will I get an email confirmation of my order?

Yes! If it hasn’t arrived, check your spam and consider adding us to your address book.

Will I get a tracking number?

Yes! We ship via USPS and when your order ships, you will receive a tracking number. At this time, international orders will need to reach out to us for their tracking number.

How much is shipping?

Shipping is free over $100. Otherwise, it’s a flat $6.50 fee.

Do you ship internationally?

Yes, we do! It’s a flat $25 fee to ship internationally.

What payment options do you take?

We accept Visa, Mastercard, Discover and American Express.

Will my card get charged at the time of purchase?

Yes. We will charge your card at the time of purchase for in stock and special-order items. 

What is a “special order”?

Special orders are products that we may not have in stock. It can be hard to tell the difference between an in stock and special-order item because special order items will have the appearance of being in stock. The reason they appear in stock is because, if we didn’t add inventory then it wouldn’t show up as available for purchase.

How do we know if it’s a special order?

Look for the bold paragraph in the description box – special orders will have this text on them. While all Cut Loose, Kleen and Et’ Lois pieces will be special order, we do carry limited quantities of Inoah, Cubism and Slimsation – if you are unsure if an item is in stock and need the piece right away, reach out and we can let you know if we have the print, colorway, or size you are looking for!

We offer special orders because we like to offer as many options as possible for the brands we love! Special order brands include Cut Loose, Cubism, Et’ Lois, Inoah, Kleen, Citron Bleu, Heartstring and Slimsation. We hope the wait for these pieces won’t deter you. We think they are worth the wait!

These items are made to order and will have a longer wait time before shipping. On average:

Cut Loose takes 3-4 weeks

Cubism takes 3-6 weeks

Et’ Lois takes 2-3 weeks

Inoah takes 2-4 weeks

Kleen/Citron Bleu/Heartstring takes 4-8 weeks

Slimsation takes 2-3 weeks

 

What does “awaiting fulfillment” mean?

It means that we have received your order & it is being processed.

What does "awaiting shipment" mean?

We carry a couple of lines (Tulip & Litfoot) that ship directly from the manufacturer.  Once we have placed your order with them, we change the status of your order to "awaiting shipment."  If for whatever reason you wish to return any or all of your order you will send it back to us, not the manufacture.

What does “pending” mean?

Pending means that it is a special order and will be shipped when we receive it from the manufacturer.

The Cut Loose color swatch doesn’t match the style on the model.

If you come across this, it means that we’ve updated the colors available for that item.

Let’s say that Fall styles are still available, but the colors have transitioned to Spring. Therefore, you will see a Fall style with a Spring color swatch (we will usually use a solid color swatch). Simply choose your color from the color swatch. You will receive the style on the model with your chosen color choice.

For example, if the model is wearing stripes, you will receive stripes too (even if the color swatch is a solid color). Have additional questions? Don’t hesitate to reach out, we’ll be happy to help.

I only see Medium or Extra Large to buy? Do you have a Small?

The reason that you don’t see a certain size is because that size is sold out. Please contact us directly and we’ll see if we can order it for you.

Can I cancel my order?

If you need to cancel your order, please email us at customerservice@newmoonboutique.com immediately. If your order hasn’t already been processed for shipment, we can cancel your order and process your refund.

What's your return policy?

We aim for 100% customer satisfaction. We have a 30-day return policy should you need to return your item/s. If you need more time because you are traveling, etc. please contact us for approval.

To receive a refund on your products you will be responsible for paying for your own shipping costs. Shipping costs are non-refundable.

Where do I mail my return?

New Moon
791 Main St
Cambria, CA 93428

Do you accept returns on special order items?

Yes, you have 30-days from the day you receive the item to mail it back for a refund. If you need more time because you are traveling, etc. please contact us for approval.

I received the wrong item, now what?

We're sorry for the mix up! Let us make it right. Email us at customerservice@newmoonboutique.com

My order was lost, stolen, or never arrived. What should I do?

We are not responsible for lost or stolen orders. We are happy to provide the carrier information so you can work with them to file a claim. Once a shipper takes possession of an order, we do not own it anymore and are limited on what we can do with the carrier and the information they will provide to us.