Moona FAQ
Frequently asked questions
Everything you need to know about shopping with us
Where is Moona.Store located?
Suite G6/G7, Midcity Centre, 239 Queen St, Auckland, New Zealand.
What are your opening hours?
We're open 7 days a week, 11am–7pm.
Do you ship to Australia?
Yes, we ship nationwide across New Zealand and to Australia, 24/7 online.
How long does shipping take?
Shipping times vary by location — but usually 1-3 business days, also depending on NZPost's timeframe.
How can I track my order?
You will receive a tracking link via email once your order has been shipped.
My order is a pre-order — when will it arrive?
Pre-order items typically take 3–4 weeks to arrive.
What's your return policy?
We accept returns on unopened items within 14 days of delivery.
How long do refunds take?
Refunds are processed within 5–10 business days once approved.
What happens if an item I ordered is out of stock?
We'll issue a full refund and let you know as soon as possible.
I received the wrong item — what do I do?
Please contact us with your order number and a photo of what you received, and we'll sort out an exchange or refund right away.
What brands do you carry?
We stock a wide range of K-beauty favourites including Torriden, Anua, Skin1004, Dasique, Medicube, Goodal, Manyo, rom&nd, CLIO, and many more.
Do you sell coloured contact lenses?
Yes, we carry major lens brands like Olens, Lensme, Lenstown, and I-DOL, with a wide range of styles, prescriptions (and non-prescription options), and disposal periods from daily to yearly.
Do you have a physical store I can visit?
Yes, our Queen Street store in Auckland is open 7 days, 11am–7pm.
How can I contact customer support?
You can chat with us right here, or reach out via email or Instagram for further help.
