FAQ – Milo & Moon Sweden

ORDERS & ACCOUNT

I have not received my order information. what should i do?

Order confirmations are sent automatically after purchase.

If you haven’t received yours within 15 minutes, please check your Spam or Junk folder.

If it’s not there, there may be a typo in the email address used at checkout.

Contact us at Support@milo-moon.com

so we can resend it.

Can I cancel or change my order

Our warehouse begins processing orders almost immediately, often within a few hours.

If you need to request a change, please contact us as soon as possible and use the subject line “URGENT: CHANGE ORDER”.

Once an order has been packed or shipped, changes are no longer possible. In that case, you may return the items after delivery.

I entered the wrong shipping address!

Please contact us immediately if you notice an address error.

If the order has not yet left our warehouse, we may be able to update the details.

Once the package has been shipped, we advise contacting the carrier directly to request a delivery redirection.

Please note that we are not responsible for lost or undeliverable packages caused by incorrect address information provided at checkout.

SHIPPING & DELIVERY

Which shipping carriers do you use

For deliveries within Sweden, we partner with internationally recognized carriers including DHL, UPS, and FedEx.

Will I have to pay customs duties or additional fees?

Orders shipped within Sweden do not incur any additional customs fees or taxes.

For deliveries outside these regions, import duties, taxes, or customs charges may apply once the package arrives in the destination country.

These charges are set by local customs authorities and are the responsibility of the customer.

My tracking shows “delivered”, but I haven’t received my package. What should I do?

• Check your mailbox and the area around your delivery address (porch, entrance, etc.).

• Ask neighbors, housemates, or the reception/front desk if they accepted the package.

• Check whether the carrier left a Missed Delivery or delivery notice.

• Wait 24 hours, as some carriers mark packages as delivered slightly before actual arrival.

If the package is still missing after these steps, please contact our support team for assistance.

RETURNS & REFUNDS

Do I have to pay for return shipping?

Yes. Return shipping costs are the responsibility of the customer.

However, if you received a damaged or incorrect item, the return will be free of charge.

In that case, please contact our support team first so we can assist you.

When will I receive my refund?

Once your return arrives at our warehouse, it will be inspected within 7 business days.

After approval, the refund is issued to the original payment method used at checkout.

Please allow 10 business days for the refunded amount to appear in your account, depending on your bank or payment provider.

Do you offer exchanges?

We do not offer direct exchanges.

The quickest way to receive the correct size or item is to return the original order for a refund and place a new order right away.

PAYMENTS & SECURITY

Which payment methods do you accept?

We accept the following payment options:

Credit & Debit Cards: Visa, Mastercard, American Express, Maestro

Digital Wallets: Apple Pay, Google Pay, Shop Pay

Is my payment information secure?

Yes, absolutely. We use industry-standard SSL (Secure Socket Layer) encryption to protect all personal and payment data.

For your security, we do not store credit card details. All payments are processed securely through our certified payment providers.

Why isn’t my discount code working?

Please check the following before completing your order:

• Make sure the code has not expired.

• Check whether the code is being used together with another promotion (most discount codes cannot be combined with sale items).

• Ensure the code is entered correctly, without extra spaces.

If the code still doesn’t work, please contact our support team before completing checkout so we can assist you.