FAQ

If you have any questions or need assistance, our customer support team is here to help.

Email: support@clara-moon.com
We aim to respond as soon as possible during business hours.

Important:

  • Customer service is only available via email.

  • We do not offer support through Instagram or Facebook messages.

  • Sending multiple emails may cause delays in response time.

Customer Service Hours:
Monday to Friday, 9:00 AM – 5:00 PM (Pacific Time)
Weekend: 9:00 AM - 4:00 PM (Pacific Time)
Closed on public holidays.

Payments

We accept the following secure payment methods at checkout:

Credit & Debit Cards
Visa, MasterCard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay. Payments are processed securely through Stripe.

Shipping & Delivery

How long does delivery take?
Orders typically arrive within 8 to 12 business days after they have been shipped. Delivery times may vary depending on location and seasonal demand.

When will my order ship?
Orders usually ship within 2 to 3 business days. Orders are not processed or shipped on weekends or holidays.

How will I know my order has shipped?
Once your order ships, you will receive a confirmation email with tracking information. If you do not see this email, please check your spam folder and add support@clara-moon.com to your safe senders list.

How do I track my order?
Use the tracking number provided in your shipping email or visit our Track Your Order page to check your delivery status.

Can I change my shipping address after placing an order?
Unfortunately, we are unable to modify shipping addresses once an order has been placed for security reasons.

What if my package is lost?
If your tracking information shows no progress or your order hasn’t arrived, please contact the shipping carrier to investigate. Clara Moon is not responsible for lost or misdelivered packages. We recommend retaining proof of shipment for any returns.

Returns & Exchanges

We hope you love your purchase, but if you’re not satisfied, you can request a return.

Please visit our Returns Policy page for full instructions.

Please note:

  • We do not refund original shipping costs, duties, or taxes.

  • Return shipping fees are the customer’s responsibility unless otherwise stated.

Order Information

Need help with sizing?
Our Size Guide provides general information to help you find the right fit. If you have specific questions about a product, feel free to contact us for personalized advice.

Why was my order canceled?
If your order was canceled unexpectedly, please contact us so we can review the situation and assist you further.

Can I cancel or edit my order?
You may cancel or request changes to your order before it ships. Once shipped, we are unable to make modifications. Contact customer service as soon as possible if you need to make changes.

What if I ordered the wrong item or size?
If your order has not yet shipped, we’ll do our best to update it. Please email us immediately with your order details.

Tracking & Delivery Issues

Where is my order?
Once shipped, your tracking number will allow you to monitor your package. Visit the Track Your Order page to check your status.

Why are there no tracking updates?
Tracking can take up to 72 hours to update. If it has been longer, or if you haven’t received any email, check your spam folder or reach out to our support team.

If you have additional questions, contact us at support@clara-moon.com
We appreciate your support and look forward to helping you.