Shipping policy

How do we ship?

All Swiss orders are shipped from Lachen (Switzerland). Our international orders are shipped from Berlin (Germany). All orders are shipped via a secure, tracked shipping method. Your shipment will arrive via Swiss Post (if you order from Switzerland/Liechtenstein) or DHL (if you order from any other country). 

How long does shipping take?

All orders are being processed within 1 to 3 business days* after receiving your order confirmation email. You will receive another notification when your order has been shipped. Once your order is shipped, you should receive your order within 2 business days (Germany, Switzerland & Liechtenstein), up to 9 days (other countries)

Shipping times may vary, but we try our best so that you get your Moonchy Bars as fast as possible!

* except in the summer months - depending on the weather in the summer months, we allow ourselves to hold the order back for 1-5 days (e.g. before the weekend), so that your order arrives in a good condition.

Domestic Shipping Rates

Domestic rates apply for shipments to the following countries: Switzerland, Germany and Liechtenstein. 

• Standard shipping within Switzerland and Liechtenstein costs:
  flat rate 7.00 CHF (free shipping on orders over 85 CHF)

• Priority shipping within Switzerland and Liechtenstein costs:
  flat rate 9.00 CHF

• Standard shipping within Germany costs:

  flat rate €4.50 (free shipping on orders over 85 CHF (€90))

Shipping charges for your order will be calculated and displayed at checkout.  

International Shipping

We offer international shipping to all EU countries, the UK and the US. All international shipments are dispatched from Berlin (Germany).

• Standard shipping to Austria costs:

  flat rate €8.00 (free shipping on orders over 85 CHF (€90))

• Standard shipping to other EU countries costs:

  flat rate €9.95 (free shipping on orders over 85 CHF (€90))

• Standard shipping to the UK costs:

  flat rate £12.50 ((free shipping on orders over 85 CHF (77 £))

• Standard shipping to the US costs:

  flat rate $45.00 ((free shipping on orders over 250 $)

Shipping charges for your order will be calculated and displayed at checkout.    

Customs, Duties and Taxes:

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches the country of destination. Moonchy GmbH is not responsible for these charges if they are applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Delivery delays:

Moonchy GmbH shall not be held liable for delays caused by events beyond its control e.g., force majeure, traffic congestion, severe weather conditions or the unusual, as well as unexpected holding of the goods by customs authorities, and such events shall not entitle the customer to withdraw from the purchase contract or claim compensation.

Wrong or incomplete address:

If the goods cannot be delivered through the fault of the customer, Moonchy GmbH shall be entitled to withdraw from the contract after three failed attempts at delivery. No refunds for unsuccessful deliveries (non-collection, incomplete / incorrect shipping address).

How do I check the status of my order?

You will receive an email notification from us, which will include a tracking number that you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 15 business days (domestic orders) or 22 business days (international orders) of receiving your shipping confirmation email, please contact us at contact@moonchy.com with your name as well as your order number, and we will look into it for you.

We cannot be held responsible for any direct or indirect loss or damage or lack of delivery of goods regardless of the method of delivery.

Return Policy

Returns

We accept returns for up to 14 days after delivery. The period of 14 days starts on the day the product is received by or on behalf of the consumer.

Only goods that are still unopened and in their original condition are subject to this right of withdrawal. All goods that have already been opened and are no longer in the original condition of the delivery are excluded from the right of withdrawal and cannot be returned. These goods can neither be returned nor be refunded.

To make a return, send us an email to contact@moonchy.com

Please note that the cost of a return is covered by you.

Once your return is received and inspected, we will send you an email notification that we have received your returned goods. We will also notify you of the approval or rejection of your refund. If returned goods are unopened and in the original condition, your refund will then be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Damage

Moonchy GmbH takes care when packing every order, however accidents happen. In case your package arrives damaged as a result of shipment or if there is something wrong with the order (apart from the broken bar) please save the shipping box and the products and email us as soon as possible at contact@moonchy.com with your order number, a photo of the items’ condition and a message detailing the damage.

We address these on a case-by-case basis, but we will try our best to work towards a satisfactory solution.

Please note that ordered products should be stored at a temperature between 10°C and 25°C. Moonchy GmbH is in no position to grant any warranty as to temperature fluctuations during shipment. A possible white coating on a bar is a natural fat bloom and does not affect the quality of the product and it is not considered a defect.

This document was last updated on October 17, 2023