Placing an order

How do I place an order? 
You can easily and quickly place an order with Lillemoon by following the following steps:

• Place your item(s) in your shopping cart.
• Are you done shopping? Then check your order in the shopping cart.
• Then go to 'continue checkout'.
• Check your personal details and change your delivery address if necessary.
• Are your details correct? Then click on 'pay'.
• Choose how you want to pay and click place order.

TIP: Create your Lillemoon account immediately when ordering, so that you can view all your details and orders afterwards.

Has my order arrived correctly?
As soon as your order has been successfully completed, you will receive an order confirmation by e-mail to the e-mail address you provided. When your package has left our warehouse, you will receive a second email with the track and trace code. With this code you can track your package until delivery.

An item is not in stock, can I order it?
Unfortunately we cannot reserve items. You can leave your email with the relevant item and you will receive an email when the product is back in stock.

How long does it take for an item to be back in stock?
At Lillemoon we always ensure that an item is back in stock as quickly as possible. As soon as it is sold out, we will (if possible) immediately place it back on order with the supplier. Unfortunately, it may happen that items are removed from the collection and will then be taken offline as soon as possible.

Is it possible to change or cancel my order before shipping?
Unfortunately, we can no longer change orders that have already been placed due to automated processes in our warehouse, so always check carefully whether you have ordered the correct items. Any discount codes cannot be deducted afterwards.

Is it possible to view the articles in real life?
Unfortunately, we do not have a physical store to view items. You can order your items and pick them up from us.

What payment options do I have when I place an order on Lillemoon? Lillemoon offers you the option to pay for your order by:

• iDeal
• Clarna
• Mr. Cash/Bancontact
• PayPal
• Visa
• MasterCard
• Lillemoon gift card
  
  

I am unable to pay with Klarna. What should I do now?
Unfortunately, your order may be refused by Klarna. For privacy reasons, the reason for the refusal will not be released to Lillemoon by Klarna. For more information about the refusal, it is best to contact Klarna's helpdesk. To do this, go to www.klarna.com/nl/customerservice or contact us by telephone on 020 808 28 52.

In order to receive your order, we would like to advise you to place a new order and choose a different payment method.

Where can I enter my discount code?
Add the items you would like to order to your shopping cart and then click on 'shopping cart' at the top right of your screen. On this page you can start the checkout process where you can enter the discount code on the right hand side.

NB! Discount codes cannot be combined with each other, and some brands are excluded from discounts.

My discount code doesn't work. What should I do now?

If you are unable to redeem your discount code, we would like to advise you to carefully check the steps below.

1. Have you entered the discount code correctly without spaces at the end of the code?
2. Is the discount code still valid?
3. Is the discount code valid on the items in your shopping cart?
4. It is not possible to redeem more than one discount code with an order. Have you already entered another discount code? Then the second discount code will unfortunately not be accepted.

Have you completed all the above steps and does the discount code still not work? Please feel free to contact us at info@lillemoon.nl so that we can take a look with you.

How long is my gift voucher valid?
Your Lillemoon gift voucher is valid indefinitely.

Can I redeem multiple gift vouchers in one order?
Yes, it is possible to redeem multiple gift vouchers in one order. It is also possible to redeem your gift voucher(s) in combination with a discount code.

Do I have to spend my gift voucher in one go?
The amount of your gift voucher must be redeemed in one go. Unfortunately it is not possible to do this in different parts.

My gift card doesn't work. What should I do now?
If you are unable to redeem your gift voucher, we would like to advise you to check whether the spelling of the code is correct. Also make sure that no spaces are copied after the code.

Is the spelling of the code correct, but the code still does not work? Please feel free to contact us at info@lillemoon.nl so that we can take a look with you.

Shipping

When can I expect my order?
Did you place your order before 4:00 PM on a working day? It will then be delivered the next day by the carrier you selected (with the exception of Sundays and public holidays).

As soon as the carrier has scheduled delivery, you will receive a confirmation by email with the track and trace code with which you can track your package. If you are not at home at the time of delivery, the delivery person will try to deliver the package to your neighbors. If this is not possible, the package will be returned to our logistics center or, if possible, delivered to a pick-up location near you.

*NB! During the sale period or other promotions, the delivery of your package may take longer than you may be used to from us. As soon as delivery has been scheduled by the carrier, you will receive the track and trace information by email. Keep a close eye on this for up-to-date information about your package.

What are the shipping costs?
The costs of parcel post within NL/BE are €4.95.

When are the shipping costs of my order free?
Are you ordering above €100? Then the shipping costs are free!

I have not received Track & Trace. What should I do now?
It is possible that the Track & Trace has ended up in your spam box or that there is an error in your e-mail address. Feel free to send us an email at info@lillemoon.nl so that we can help you further.

The track & trace of my order is not working. What can I do?
As soon as Lillemoon has sent your package, you will receive confirmation. The track & trace of your order will become visible as soon as it has been scanned by the shipping company. So it can sometimes take a while before shipping information is available.

In which countries can I have my order delivered?
We currently only ship within the Netherlands and Belgium.

Can I pick up my package at Lillemoon?
Yes! It is possible to pick up your order at the Lillemoon warehouse. Our warehouse is located in Veenendaal. You can choose this during checkout and will receive a message from us as soon as your order is ready.

Is it possible to pick up my order at a collection point?
Are you not sure whether you are at home or would you rather collect your package at a collection point? Which can! When ordering, choose the option 'pick up at collection point'. In the Netherlands and Belgium you can pick up your package at a PostNL point.

Can I receive my order as a gift?
Yes, that's possible! We can package orders as gifts for a small fee. You can choose this in your shopping cart! You can have the gift delivered directly to the recipient's home, but make sure you change the delivery address.

My order is for someone else. Can I have this sent directly to the recipient?
Yes, this is possible! Please make sure that you enter the address to which the package can be sent in the delivery address.

Returns

If I am not satisfied with my order, can I return it?
Of course, if a product does not meet your expectations, you can return your order within 14 days. Please make sure that you meet the conditions for returning a product. You can read this in the heading below.

What are the conditions if I want to return a product?
• The product is unworn/unused.
• Items from the SALE may not be returned, but we do offer a voucher for this.
• Provide the product with the original packaging and pack it with care. If the original packaging is damaged or missing, we cannot accept the return. This also applies to items that are sealed.
• Request your return label by emailing us to info@lillemoon.nl .
• If the final total amount (after settlement of returns) of the items you want to keep is less than the minimum shipping amount of €100, shipping costs will be recalculated*.
• Your return must reach us within 14 days.
• After processing your return, you will receive the amount back within 14 days.
• NB! Personalized items are made/ordered especially for you and therefore cannot be returned. We also do not accept returns for inflatable items due to safety considerations.
• FREE GIFT? Have you received a free gift with a minimum spend of x amount and will you fall below this amount after returning? You must then return the free item or the purchase amount will be deducted from the amount to be refunded.

Return address
Lillemoon
Kernreactorstraat 24A
3901TC Veenendaal
Nederland

What are the costs for returning my order?
The costs are €6.25. This amount will be deducted from the amount you receive back from us.

A wrong item has been delivered, what should I do?
Oops, mistake! With many orders in one day, it sometimes happens that an order is packed incorrectly. In that case, please contact our customer service at info@lillemoon.nl. Add photos of your order and always state your order number.

I would like to exchange an item, is this possible?

It can always happen that the size, color or something else is not completely to your liking. It is then always possible to exchange an item. The easiest thing is to register the item you want to exchange as a return. Above you can read how to do this. You can then place a new order with the item in the correct color or size.

An item from my order has not been delivered, what should I do?
Oh no! With many orders in one day, it sometimes happens that we forget to add an item to your order. In that case, please contact our customer service via info@lillemoon.nl . Add photos of your order and always state your order number.

My delivery is damaged, what should I do?
That's annoying! Take photos of the packaging, the contents of your order, and the shipping label. Then contact our customer service at info@lillemoon.nl . Always include your order number so that we can help you quickly and easily.