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Frequently Asked Questions
Frequently asked questions
General1
As per Moonlight Candy's strict Privacy Policies and Terms and Conditions, the use of private information on our platform (i.e.user’s personal information, place of address, and contact details), which are required for executing orders, will be kept in the strictest confidence by the provider and under no circumstances will be sold, or divulged to third parties. This excludes the use of the user’s delivery address and contact details, which will be issued to the Courier service provider, in order to fulfil delivery.
Once you have decided on a product, click on the box which reads ‘Add to Cart’. This product will then be added to your shopping cart and will remain there until you are ready to check out. Please note that adding a product to your box does not reserve the item for you. Items are only reserved upon Checkout and Payment. By clicking on the cart, it automatically takes you to the checkout process. You will see your product summary, the price (inclusive of VAT) at which you have bought the product, and a summary of the delivery cost, bringing you to the total of your purchase. You then have the option to proceed as a quick checkout simply by entering your delivery address and contact details necessary for
the delivery process. You then submit your order and will receive an Order confirmation email, providing you with the banking details of Moonlight Candy in order to complete your EFT.
You are welcome to pay us via traditional bank transfer. When completing your order, you will receive an email with our account information. Please note that we will only be able to release your order upon reflection of the funds in our bank account. Depending on your bank, this could take a few days to clear. To expedite your order, we suggest emailing your proof of payment directly from the bank to sales@moonlightcandy.com. All EFT based orders will be cancelled after 3 days, if no funds are received to avoid unnecessarily reserving stock.
Whilst Moonlight Candy endeavors to have as much of the inventory available at any given time, we might sell out faster than what we are able to replenish. When you place your order, you will be notified if an item is not in stock and that the delivery will probably take a few weeks longer. You have no obligation to pay until your order is back in stock and is ready for delivery. You will then receive an email when the product becomes available again for purchase.
If you pay for your order via EFT/Lay-Buy and have not paid yet, simply email us at
sales@moonlightcandy.com and we will cancel your order accordingly. If you have opted to pay for EFT/Lay-Buy and have already paid, email us at sales@moonlightcandy.com and we will cancel your order and request a full refund from our accounts department. Please note refunds take a few days depending on which bank you transact with; your request however will be actioned by us within 24 hours of receiving your request and we will deduct a small administration fee.
Orders that have already been paid and shipped cannot be cancelled.
At Moonlight Candy, we respect and honour your privacy and need for discretion. All orders are beautifully packaged in one our exclusive Moonlight Candy gift boxes and are placed in a courier bag – completely non-transparent. The waybill attached only reflects your order number and makes no reference to the contents of your package. Our courier company is well-versed in discretion and confidentiality and whether you choose to deliver straight to your door or to your work place, we will ensure that your privacy is maintained at all times. Our courier will only ever hand over your parcel to the receiver indicated on the waybill. If they cannot hand your order to the specified receiver, your order will be retained and we will contact you to make further arrangements.
Delivery at Moonlight Candy is free on all orders exceeding N$1,000 (after considering any discounts or vouchers). Orders below N$1,000 will include a surcharge of N$100* to cover courier charges. *Additional charges may apply for remote and outlying areas. You will however be contacted directly if this is the case.
Orders outside of Namibia are responsible for their own courier charges.
Our courier company is unable to notify you of exactly when your delivery will take place. It is in this regard that it is imperative to provide us with a delivery address where you will most likely be during office/day hours as well as a contact number. In the event that our courier is unable to reach you at your provided delivery address or on your contact number, they will try and delivery your parcel to you again on the next delivery run. Should this still prove to be unsuccessful, our courier company will get in touch with us regarding the issue, and we will try and resolve it by contacting you from our head office. Courier agents, cannot be expected to contact you via cell phone, so please ensure someone is available to receive your parcel.
Unfortunately, due to the nature of our intimate items, the majority of our goods are not exchangeable or refundable for both hygiene and security reasons. These include Lingerie, Cosmetics, Sex Toys, Essentials, Gifts, and Accessories. We suggest contacting us should you be uncertain as to whether or not a product is right for you prior to purchasing or please fill out our form on the Contact Us page on our website.They will gladly walk you through your options and advise on the most appropriate product.
In the rare instance that a product is damaged or faulty on delivery, please send an email to
sales@moonlightcandy.com within 24 hours so that we can rectify the situation immediately. Include your order number and a detailed description of the problem, and we will revert as soon as possible, advising you on exactly how to proceed. Dependent on our supplier's inspection report and product inspection, Moonlight Candy will gladly replace your damaged or faulty product with an exact substitute as soon as possible. In the event that we are unable to exchange your product due to insufficient stock levels, we will offer a similar substitute of the nearest or same value.
We ask that you just please send us the product back so that we can follow up with our supplier.
Any additional courier charges will be carried by us.
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