FAQ

What payment methods do you accept?
We accept most credit cards, VISA and Mastercard.

The order status of my order is "Unfulfilled". What does this mean?
"Unfulfilled" simply means that we have received your order successfully! When your order has been processed and shipped, you will receive a tracking number and the status of your order will change to "Completed".

How do I return the product?
Of course it is possible, you can return your order within 14 days of receiving it.
You as the customer are responsible for all return costs, and we recommend that all customers send returns by postage, we do not take responsibility for lost return packages.

Note - underwear, swimwear and beauty products cannot be returned for hygiene reasons.

Why can't underwear, masks, hygiene and beauty products be returned?
Underwear, masks and beauty care products are considered hygiene products. We take hygiene and public safety seriously and do not allow returns of underwear, masks, hygiene and beauty products for the safety of all our customers. We are not alone in this matter, as other suppliers of underwear, masks, hygiene and beauty products do not allow returns for the same reasons.

Will the postage for my returns be covered?
Yes, all customers are responsible for return shipping charges. We recommend that you send your return in such a way that you can track the progress of the package, as we cannot be responsible for lost returns.

What happens if the product(s) I receive is faulty, incorrect, damaged or missing?
Please contact us within 7 days of receiving your order if you have received faulty, incorrect, damaged or missing goods. In order for the return to go smoothly, please state your order number and a picture showing the problem when you contact our customer service. We will do our best to resolve your case as quickly as possible.

How long does the return process take and when will I receive my refund?
Processing returns can take up to 5 business days from the day we receive the package. You should receive a confirmation email once your return has been processed.

All returns will be credited to your original payment method. If you paid with a credit or debit card, the refund will be sent to the bank that issued the card within 5-7 business days of receiving the returned product or the cancellation request.

How long will it take to receive my order?
The delivery time is 5-15 working days.

Will my products be sent in the same package?
For logistical reasons, the products are sometimes sent in separate packages. Keep this in mind when receiving deliveries. If you have other questions, please contact info@moanaboutique.co.nz.

I need to change something in my order. How can I do that?
If you want to change the size or color of your order, please contact us immediately. After 24 hours or once your order has been processed, we can no longer make changes.

How can I contact you?
You can contact us by email at info@moanaboutique.co.nz. We guarantee a response within 24 hours, and we will be happy to help you.