SHIPPING CHARGES
FREE SHIPPING
We offer free shipping for retail customers on all orders of over 35 GBP/ 40 EUR to the UK and EU (excluding offshore islands/island nations - orders for these countries/regions can be placed through our Global website). For trade customers the free shipping minimum order value is 350 GBP/EUR. To ensure you qualify for free shipping, UK orders must be placed from the Global website, and EU orders placed from the EU website. Any applicable delivery charges are listed in your shopping basket and are updated as you shop.
WAREHOUSES
- Orders placed from our Global website will be shipped from the UK.
- Orders placed from our EU website will be shipped from within the EU.
ORDER PROCESSING
- Shipments will be dispatched approximately 2-4 working days after the order is placed. This does not include made-to-order MoonBoard products such as freestanding frames and DIY panels.
- We aim to process your order as quickly as possible but during busy times it might take us an additional few days.
- Please allow at least 5 working days before enquiring about the status of your order. Usually, the courier will email you with delivery information once the order has been dispatched. We will be in touch to let you know of any anticipated delays outside of this.
DELIVERY
TRACKING AND DELIVERY INFORMATION
- To receive automated tracking information, please ensure you add your correct mobile number and email address to your order. In providing us with this information, you are giving us permission to pass it on to the shipper. Most orders will receive delivery information via text and email within 2-4 working days.
- Once dispatched, deliveries to the EU and UK can normally be expected within 2-3 working days.
- Orders from the USA and the rest of the world are normally delivered within 5-10 working days after dispatch.
MOONBOARD DIY KITS, PANELS AND FREESTANDING FRAMES
Freestanding frames and DIY panels are made to order, therefore delivery dates will be provided after you have placed your order. For DIY Kits, panels and frames shipped outside of the UK/EU, final shipping costs will be confirmed after you have placed your order. For the latest information on delivery dates and shipping fees for these products, please contact us here for more information.
SINGLE MOONBOARD HOLD REPLACEMENT
If we do not have your single hold in stock it will be made to order with a lead time of 8-10 weeks plus delivery time. All single hold orders are dispatched from the UK. If your shipping address is outside the UK you may incur import costs.
WHERE IS YOUR ORDER?
We are working hard to improve the way we communicate tracking information. You will receive an email with tracking information from your carrier once it has left our warehouse. This can take 2-3 days. If your order has been part shipped you will receive a notification for every additional shipment until your order is complete.
DUTIES & TAXES
Orders placed on our global website moonclimbing.com and shipped to a destination outside of the UK are subject to local import duties, taxes and admin fees. These are the recipient’s responsibility. If a recipient refuses delivery of their order, these local taxes and duties plus any return shipping costs will be charged to the customer.
EU orders made from the UK website will be subject to import duties, taxes and admin fees, and vice versa. Free shipping will also not apply in this case.
SHIPPING FAQ
For non-MoonBoard items, you may request a live shipping quote in your Shopping Cart. You will need to enter a valid zip/postcode for the system to produce delivery options and costs.
If you provide a valid mobile telephone number and e-mail address when you checkout, tracking information should be forwarded to you when your order is dispatched from our warehouse. Orders are generally shipped within 1-2 working days of the order being placed. Please note that our warehouse is closed over the weekend.
No. We are unable to provide shipping to Russia due to difficult customs procedures. You may be able to organise a forwarding company, or deliver your order to friends or family that live outside of Russia.
Your contract of sale is with the retailer you purchased the item(s) from. It is their responsibility to provide support for returns. Unfortunately we will not be able to provide you with any assistance.
Orders placed on our global website moonclimbing.com and shipped to a destination outside of the UK are subject to local import duties and taxes. This includes the EU. If you live in the EU we suggest you order from our EU website and benefit from zero import charges and lower shipping rates.
MOONBOARD SHIPPING FAQ
If you are shipping MoonBoard components within the EU or US, you can request live costs in your Shopping Cart. You will need to enter a valid postcode to do this. If you live outside the EU/US and wish to order a Freestanding MoonBoard, DIY Kit, or DIY panels, please contact us directly to receive a bespoke quote. Shipping quotes for other MoonBoard components are available in the Cart.
Please note that it is crucial that you inspect the panels before signing for the delivery, and report any damage at that point. We will be unable to offer replacements after the delivery have been signed for as undamaged.
We understand your frustration. We have the holds listed permanently as "in stock" on the website as we're constantly replenishing the stock. The MoonBoard has experienced a huge surge in popularity and the holds are often gone as soon as they arrive. We've found that in general people prefer to have the opportunity to place their order and reserve the holds knowing that they'll be given priority when the new stock arrives, rather than risk trying to place their order when the new holds have landed to find that they're already sold out. We try to keep all of our customers well-informed of any delays. If you have been notified that your holds order will experience a delay, you are freely available to cancel your order if you wish.