Frequently asked questions.

No. Unfortunately, we’re unable to amend or cancel orders once they’ve been placed.

Period care is free from VAT in the UK.

Deliveries outside of the UK and EU are subject to import duties and taxes which are levied once the package reaches the destination country.

Customers must cover any additional duties, taxes or charges for customs clearance; unfortunately we have no control over these charges and cannot predict what they may be.

We do! We offer various services and payment providers to pay for your order depending on whether you are making a one-off purchase, or setting up a subscription. We aim to offer flexibility in our payment options so if you ever need to change or update your payment method, this can be done in your account.

Yep, whether shopping as a one-off or setting up a repeat order, you can use your debit or credit card. If you do decide to set up a repeat order, these are the details of the card that will be charged each cycle. 

To process card payments, we use Shopify's payment gateway. This means you can have complete confidence in payment security and a seamless experience.

Yep, if you are a PayPal user, you can use your PayPal account to make one-off purchases. We do not currently accept PayPal for subscription orders.

If you are an ApplePay or GooglePay user, you can use these for one-off purchases. We do not currently accept ApplePay or GooglePay for subscription orders.

For UK orders, we aim to dispatch all orders before 5pm on the next business day. You’ll receive a tracking link as soon as your order’s on its way.

For EU orders, we aim to deliver within 3 to 5 business days.

Our UK shipping charges are:

• Royal Mail 48HR Tracked – £3.15
• Royal Mail 24HR Tracked – £3.69
• Free UK shipping on orders over £30

Yes! We ship across Europe and to many countries worldwide.

EU delivery

• Standard delivery: €6.00
• Free delivery on orders over €50.00
• Orders are shipped from our warehouse in the Netherlands, so deliveries within the EU are sent as intra-EU shipments, meaning no customs duties or import taxes.

International delivery (outside the EU)

• Shipping costs are calculated at checkout based on your location.
• Please note that orders shipped outside the UK and EU may be subject to import duties, taxes or customs fees. These charges are determined by your local customs authority and are the responsibility of the customer. Unfortunately, we're unable to predict or cover these costs.

Yes, deliveries outside of the UK and EU are subject to import duties and taxes which are levied once the package reaches the destination country. Customers must cover any additional duties, taxes or charges for customs clearance; unfortunately we have no control over these charges and cannot predict what they may be.

Please note, if the duties are not paid and the parcel is returned to us, additional fees may apply and we will be unable to offer a refund as this would be utilised to cover the cost of return shipping fees.

Get in touch with our friendly support team with your order details and we’ll get this sorted for you as quickly as possible.

Get in touch with us along with your order details and tell us what's happened and we'll get this sorted for you.

We do not offer returns on our organic cotton range, Mooncup Period Underwear, Mooncup Cleaning Pot or limited editions. However if you think you’ve selected the wrong size Mooncup, we offer a Money Back Guarantee. Simply contact us explaining the issue and we will be happy to help. 

If you didn’t purchase your Mooncup from us directly, please get in touch with the retailer and we can work with them to get this resolved for you.

Further customs charges may apply if you are returning from further afield, these are not Mooncup’s responsibility.

Due to the intimate nature of our products, we can’t offer refunds or exchanges on our Period Pants, Cleaning Pot, Pads, Tampons or Liners unless faulty.

If there's an issue with your order, please get in touch with us and we'll do all we can to resolve this for you.

Remember, for Mooncup menstrual cups, we do offer our Satisfaction Guarantee.

Our Mooncup Satisfaction Guarantee is offered after 90 days of use. The satisfaction guarantee cannot be claimed before the 90 days have passed since your order or purchase date. You can claim your money back or alternative size for up to six months post-purchase.

The satisfaction guarantee can only be claimed once per customer.The satisfaction guarantee only applies to Mooncup Beginner and Mooncup Original menstrual cups, and period pants bought online or in stores.

Purchases made using loyalty or reward points: If you purchase your Mooncup using loyalty or reward points (for example, Boots Advantage Card points), we’re unable to offer a monetary refund under our Mooncup Satisfaction Guarantee. Instead, we can offer a swap for an alternative Mooncup size.

Please note, Amazon process their own returns. However, if you encounter any issues please don't hesitate to reach out with your order details and we'll do what we can to resolve this for you.

Yep! We’re one big happy family. In 2023, &SISTERS acquired Mooncup.

You can purchase a Mooncup right here, or visit our stockists page where you’ll find out more information on where you buy our period care from. 

You can send us a message or drop our friendly team an email at customercare@wearemooncup.com.

B Corps are a group of companies & social enterprises that strive for better in terms of how they treat their team, the planet & the people in it. By joining B Corp, we committed to being guided not just by profit but to make the world a better place - a business with a conscience.

To become a B Corp certified business, we volunteered to assess everything from water usage to HR policies, to be held up to the highest standards of social & environmental performance, public transparency and legal accountability. After this process, we were given a score based on our performance (which can be found in the B Corp directory) and we’ve been proud to be awarded the highest ranking B Corp period care brand in the world. 

All Mooncup packaging is plastic free and recyclable. The organic cotton storage bag that comes with each Mooncup sold is manufactured in a carbon neutral factory that plant a tree for every 1,000 units they make.

Yes! Each year we work with a number of charities. If you’re part of a charitable organisation and would like to work with us, please get in touch!

When we say plastic-free, we mean free from petroleum-based plastics like PE or PP.

In our pads and liners we use a plant-based biopolymer made from cornstarch (PLA), which is compostable and biodegradable (certified to EN 13432 and ASTM standards), non-toxic in both production and end of life, and completely biobased.

While PLA is technically a polymer, it is not petroleum-derived and is accepted under leading ecological standards such as GOTS.

We clearly disclose its use and independently validate all our claims to ensure transparency and compliance with the most rigorous sustainability standards.

We want getting help with your period care to be quick, easy and judgement-free. That’s why our first line of customer support is powered by AI.

Our AI assistant is available 24/7 and can answer many of the questions we’re asked every day, from choosing the right product to help with orders, so you can get support whenever you need it.

But AI doesn’t replace our humans. If it can’t resolve your question, something needs a little more care, or you’d simply rather speak to a person, it’ll pass you over to our friendly Customer Care team. They’ll pick it up and get back to you as soon as possible during our usual support hours.

We’ll always be clear when you’re speaking to AI, and you can ask to speak to a member of the team at any time.

We’ll always tell you.

Our AI assistant will clearly introduce itself at the beginning of your conversation, whether you’re getting in touch through our chat or by email. We don’t want there to be any confusion about whether you’re speaking to AI or a member of the Mooncup team.

Of course. You can ask to speak to a member of our Customer Care team at any time.

If our team isn’t available when you get in touch or you wish to speak to them instead, your conversation will be passed over to them and they’ll get back to you as soon as possible.

If our AI assistant can’t resolve your question or thinks someone from our Customer Care team is better placed to help, it’ll pass your query over to them. They’ll pick it up and get back to you as soon as possible.

Nope. Our AI assistant is there to support our Customer Care team, not replace them.

It helps us answer straightforward questions quickly and means you can get support 24/7. The Mooncup team is still here and you can ask to speak to them at any time.

We take your privacy seriously, whether you’re speaking to our AI assistant or someone from the Mooncup team.

Your information is handled in line with our Privacy Policy, and we’ll only use the information you share with us as explained there.

As with any customer service conversation, only share the information we need to help with your question. Please don’t send passwords or full payment card details.

Our AI assistant uses information from the Mooncup website and guidance provided by our team to answer your questions, so its answers are based on the same product and support information we use to help our customers.

Like any AI, it can occasionally get things wrong. If you’re ever unsure about an answer, or something doesn’t sound quite right, you can ask to speak to our Customer Care team and they’ll be happy to check it for you.

Our AI assistant and Customer Care team are not a healthcare professionals and can’t provide medical advice. If you’re concerned about your health or symptoms, please speak to an appropriate healthcare professional.