Shipping & Returns
How Can I Order?
Moonlight Soaps is an online-only business, and all orders are placed through our website.
To place an order, simply add the items you wish to purchase to your shopping cart and proceed through our secure checkout.
Prefer not to order online? We’re happy to help 💛
We now gladly accept phone and email orders for customers who prefer a more personal ordering experience or wish to pay via bank deposit.
Whether you need assistance choosing products, placing a bulk order, or organising a custom order, we’re here to help.
Simply contact us via our Contact Page or give us a call, and we’ll be happy to guide you through the ordering process with ease.
Sending a Gift
You can mark any order as a gift during checkout.
Gift orders will include a packing slip without product prices, while the invoice will be sent to the email address provided at checkout.
You may also add a personalised gift message, and we will ensure it is included with your order so it is the first thing your loved one sees when opening their gift.
Processing & Dispatch Times
Most orders are dispatched within 24–48 hours of order confirmation.
During busy periods, processing times may be slightly longer.
Custom orders may take 3–5 days to process while we prepare your items.
Shipping Options & Rates
We proudly ship Australia-wide with parcels sent via Australia Post and Couriers Please for local deliveries.
We offer:
Flat rate shipping (Authority to leave) of $7.95 per order,
or
Flat rate shipping (+$2.95 Signature on delivery) of $10.90 per order.
Express shipping is available on request for an additional cost.
Please contact us for a quote.
Lost, Stolen or Missing Parcels Policy
We carefully pack every order with love to ensure it gets to you safely.
Once tracking shows a parcel as delivered (including left in a safe place), it is considered successfully fulfilled, and we are unable to take responsibility for loss, theft, or missing parcels after delivery.
💛 For extra security, we recommend choosing signature on delivery option (available at the checkout) or using a secure delivery address.
Parcels Lost in Transit
If your parcel hasn’t arrived or is missing in transit, please contact us and we’ll open up an Australia Post enquiry and help find out where your parcel is.
Local Pick-Up
We are currently an online-only business and are not open to the public. Unfortunately, we are unable to offer local pick-up at this time.
International Shipping
At this time, we only ship within Australia and do not offer international shipping.
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Returns & Refunds
Faulty, Incorrect or Damaged Items
If you receive a faulty, incorrect or damaged product, we are happy to offer a replacement or refund, subject to the conditions below.
To be eligible for a return:
• The item must be faulty, damaged, or incorrect
• You must contact us within 7 days of receiving your order
If your parcel arrives damaged, please take a photo of the parcel before opening (if possible).
Email us with:
• Your order number
• Photos of the packaging and the item(s)
• A brief description of the issue
Once we receive your request, we will assess the situation and advise the next steps.
In some cases, we may ask for the item to be returned for inspection before issuing a replacement or refund.
If a return is required, we will provide a return shipping label and ask that the item be packed securely, preferably in the original packaging or similar.
Refund Processing Time
Refunds are processed within 24–48 hours after returned items are received.
Please note that depending on your bank, it may take additional time for funds to appear in your account.
Refunds will be issued to your original payment method, unless a replacement is preferred.
Change of Mind
We do not offer returns or exchanges for change-of-mind purchases.
Scent Profiles
Scent preference is highly personal and subjective. While we aim to provide clear and accurate fragrance descriptions, individual perception of scents may vary.
When fragrances are blended (for example, Sandalwood & Vanilla), one note may appear stronger than the other, creating a unique scent profile.
For this reason, we are unable to offer refunds or exchanges based on scent preference.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible, prior to dispatch.
Once your order has been shipped, we are unfortunately unable to make changes or cancel it.
For approved order cancellations, refunds will be issued less any non-refundable payment processing fees. These fees are charged by our secure payment provider at the time of purchase and are not refunded to us if an order is cancelled.
Handmade Product Disclaimer
Because our soaps are handcrafted in small batches, colours, designs and weight may vary slightly from bar to bar. These variations are a natural part of handmade products and make each bar unique.
Warm Weather Shipping
During warmer months, products may soften during transit due to high temperatures. This does not affect the quality or performance of the soap.
If your soap arrives slightly soft, simply place it in a cool, dry place and allow it to firm up before use.