FAQ

FAQs


General Questions:


Where are your items made?


  • We have different warehouses in the USA, Europe and Mexico. The UnderOneMoon product that you ordered will be shipped from the closest production facility in your location.


What is your manufacturing process like? 

We work with the best athletic wear designers and sewers in the industry. All of our products are crafted with love for our customers. We print, cut and sew your order by hand to give you a unique product. 


Can I use multiple discount codes on one order?


  • We don't allow coupon stacking on our website. You can only use one discount code at a time but we do have other promotions after your first purchase from us.


Materials and Sizing Questions:


What are your products made off?


  • Our products are made of 82% polyester and 18% spandex designed for intense physical activities. They come with an elastic waistband and all our seams are double stitched to ensure that you’ll enjoy a worry-free everyday work out.

What Sizes do you offer?


  • You can access our size guide by visiting this page: https://underonemoon.com/pages/sizing-chart

Order Changes:


I ordered the wrong size, can I change it?


  • Yes, but only within the first 24 hours of your order. Please send us an email at support@underonemoon.com to change the size. 

I used the wrong address, can I still change this?


  • As long as your item is not yet fulfilled, we can update your shipping address. Contact us via email and we'll handle it.


I want to cancel my order. Can I still cancel?

  • Within the first 24 hours of your order yes.  After 24 hours since your order we cannot cancel orders that are already in process as we are a print on demand company. 

For order cancellation requests, contact our customer support team and we’ll be happy to assist you with your concerns.


Shipping and Handling:


We want your shopping experience to be easy and stress-free as possible and we are here to help you.


Processing Times:

US


3-4 Business days

EU



Due to supply chain pressures caused by COVID-19 our production capacity is running slower than normal. It may take 7-12 days for orders within the US.


Shipping Times:

US

3-5 Business days

EU

3-10 Business days



As soon as the order is shipped, a tracking number will be sent within 24 hours for you to track the package. 


When you order multiple items at a time some of our items are shipped separately. So if you get one item before the others don't worry! We'll send you the others ASAP.

Tracking info says it was delivered but I never received it.


  • If the tracking information shows that your order was delivered to your address and you did not receive the package, contact the courier right away. Most couriers deliver within one or two days after  scanning them as "Delivered". 


Return Policy:


What happens if your product doesn’t meet my expectations?


  • We value women and we want you to get what you deserve. We offer a 30 day-satisfaction guarantee. Let us know whether you receive the wrong  item or the product is defective within 30 days for store credits or refund.

Please send us a photo of the defective product  taken within 5 days of receiving your item via email: Support@underonemoon.com