We’re here to support your journey before, during, and after your purchase.
If you can’t find what you’re looking for, feel free to reach us at support@isabellemoon.com or message us on Whatsapp at +62 859-2578-0392
Orders
How do I place an order?
Select your desired piece, choose your size, and add it to your cart. When you’re ready, proceed to checkout and follow the steps to complete your purchase.
Will I receive an order confirmation?
Yes.
Once your order is placed, you’ll receive a confirmation email with your order details.
If you don’t see it, please check your spam or promotions folder.
Can I modify or cancel my order?
If your order has not yet been processed, we may be able to assist.
Please contact us as soon as possible at support@isabellemoon.com.
How can I check my order status?
Once your order has been shipped, you’ll receive a tracking link via email.
If you haven’t received shipping confirmation yet, your order is still being prepared.
I didn’t receive a confirmation email—what should I do?
Please check your spam or junk folder first.
If you still can’t find it, contact us with your name and email used at checkout, and we’ll assist you.
Can I place an order without creating an account?
Yes, you can check out as a guest.
However, creating an account allows you to easily track your orders and save your details for future purchases.
Can I change my shipping address after placing an order?
If your order hasn’t been processed, we may still be able to update your address.
Please reach out to us as soon as possible.
What happens if I entered the wrong information?
If you’ve made an error in your order details, please contact us immediately.
We’ll do our best to correct it before your order is processed.
Why was my order canceled?
Orders may be canceled due to:
- Payment issues
- Stock availability
- Verification requirements
If this happens, you’ll be notified via email.
Can I place an order as a gift?
Yes.
You can ship your order directly to the recipient.
We recommend entering their details at checkout.
(You can optionally add later: gift notes or packaging if you plan to offer it.)
Do you restock sold-out items?
Some pieces may be restocked, while others are released in limited quantities.
We recommend signing up for restock notifications where available.
Shipping & Delivery
Where do you ship to?
We currently ship worldwide. Wherever you are, we’ll do our best to bring Isabelle Moon to you.
How long does shipping take?
Orders are typically processed within 1–3 business days. Delivery time varies depending on your location.
- Domestic (Indonesia): 2–5 business days
- International: 5–12 business days
Please note that these are estimated timeframes.
Will I receive tracking information?
Yes. Once your order has been shipped, you’ll receive a confirmation email with your tracking link.
Why is my order taking longer than expected?
During launches or high-demand periods, processing times may be slightly extended. Thank you for your patience.
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and selected delivery method.
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, we may still be able to update your details. Please contact us as soon as possible.
Do I need to pay duties or taxes?
For international orders, customs duties or import taxes may apply depending on your country. These charges are the responsibility of the customer.
Why is my order delayed?
Delays can occasionally occur due to:
- High order volume
- Courier delays
- Customs processing
We appreciate your patience and understanding.
What happens if my package is lost or stolen?
Once your order has been shipped, it is handled by the courier. If your package is lost or missing, please contact us and we’ll assist you in resolving the issue.
Can I request express shipping?
We will ship your goods with express shipments using DHL Express.
For Bali deliveries, we are able to ship instantly via Go-Send.
Returns & Exchanges
What is your return policy?
We accept returns within 14 days of delivery for eligible items.
Items must be:
- Unworn
- Unwashed
- In original condition
- With all tags and original packaging intact
How do I request a return?
To initiate a return, please email us at support@isabellemoon.com with:
- Your order number
- The item(s) you wish to return
- Reason for return
Our team will guide you through the next steps.
Do you offer exchanges?
We currently do not process direct exchanges.
If you’d like a different size or style, we recommend returning your original item and placing a new order.
How long do I have to return my order?
Return requests must be submitted within 14 days of receiving your order.
Are return shipping costs covered?
Customers are responsible for return shipping costs unless the item received is faulty or incorrect.
When will I receive my refund?
Once your return is received and inspected, refunds are typically processed within 5–10 business days.
Refund timing may vary depending on your payment provider.
How will my refund be issued?
Refunds will be issued to your original payment method.
What items are non-returnable?
For hygiene and product integrity reasons, the following are final and unreturnable:
- Bodysuits
- Sale items
- Gift cards
What if I receive a faulty or incorrect item?
We sincerely apologize.
Please contact us within 48 hours of delivery with:
- Your order number
- Photos of the item
- A brief description of the issue
We’ll resolve it as quickly as possible.
Can I return an item purchased during a promotional period?
Promotional purchases are eligible for return unless otherwise stated at checkout.
Product & Sizing
How do I choose the right size?
Each product includes a size guide to help you find your perfect fit.
What materials do you use?
We thoughtfully select fabrics like bamboo, Tencel, and micromodal—chosen for both comfort and sustainability
How should I care for my pieces?
We recommend gentle washing and air drying to maintain the integrity of the fabric.
Will sold-out items be restocked?
Some pieces may return, but many are produced in limited quantities.
Payments
What payment methods do you accept?
We currently accept:
- Visa
- Mastercard
- American Express
- Other major credit and debit cards supported through checkout
Additional payment options may vary depending on your region.
Is my payment secure?
Yes.
All payments are securely processed through Stripe, a globally trusted payment platform with encrypted transaction security.
Your payment information is never stored directly on our servers.
When will I be charged?
Your payment is processed once your order is confirmed.
Why was my payment declined?
Payment failures can happen for several reasons, including:
- Incorrect billing information
- Insufficient funds
- Bank authorization issues
We recommend checking your details or contacting your bank.
Can I use multiple payment methods?
At this time, we only accept one payment method per transaction.
Will I receive a payment confirmation?
Yes. Once your payment is successful, you’ll receive an order confirmation email.
What currency will I be charged in?
Orders are processed in the currency displayed at checkout.
General
Do you collaborate with creators?
Yes, we love working with aligned creatives. Reach out to salesandmarketing@isabellemoon.com
Do you offer wholesale opportunities?
For wholesale or partnerships, contact salesandmarketing@isabellemoon.com
Where is Isabelle Moon based?
We are based in Bali, Indonesia, where our pieces are thoughtfully designed and prepared with care
How can I contact you?
You can reach us anytime at support@isabellemoon.com.
We aim to respond within 24–48 hours.
Do you have a physical store?
At the moment, we are an online-based brand. Occasionally, we may host pop-ups or special events. Stay connected with us to be the first to know.
Do you collaborate with creators or influencers?
Yes, we love working with creatives who align with our vision. For collaborations, please reach out to belle@isabellemoon.com or via our social channels.
Do you offer wholesale or partnerships?
For wholesale inquiries or partnership opportunities, please contact salesandmarketing@isabellemoon.com.
How can I stay updated with new collections?
You can subscribe to our newsletter or follow us on Instagram for updates, launches, and exclusive releases.
Do you restock sold-out items?
Some pieces may return, while others are released in limited quantities. We recommend signing up for restock notifications where available.
Are your pieces sustainably made?
We aim to make thoughtful choices in our materials and production process, focusing on quality, longevity, and mindful creation.
Where are your products made?
Our pieces are designed and produced with care, working closely with trusted partners to ensure quality and comfort.
(we can make this more specific later if you want to highlight local Balinese production.)
How do I know which size to choose?
Each product page includes a size guide to help you find your best fit. If you’re unsure, feel free to reach out we’re happy to assist.