Help Center - moonboy.in

Frequently Asked Questions

It’s easy! Just go to My Orders & click on the Order you want to see.
Sorry, as per company policy, a package can’t be opened before delivery is accepted. But you can accept the package & get in touch with us later in case you have any concerns.
Delivery time for an order cannot be changed yet.
You can request for the item to be replaced or returned by visiting My Orders. Use the ‘Return’ option here & fill out the details of the issue so that we can help you.
Please contact our Customer Support with the service center details so that we can look into this.
Please check after 24 hours as the tracking ID for your order will take some time to be activated once it’s shipped.
Please contact our Customer Support so that we can look into this.
You can cancel your order instantly from your Moonboy account!
• Go to My Orders
• Choose the order & item which you wish to cancel before Dispatch of Item
• Select Cancel
There are a few cases where we cannot support returns. They are:
• When product is damaged because of use or when product is not in the same condition as you received it
• When any consumable item has been used or installed
• When anything is missing from the package you've received including price tags, labels, original packing, freebies & accessories
• When non-returnable items are involved such as innerwear. lingerie etc.
• When items are tampered with or have missing serial numbers
You can choose to return the product for a full refund from My Orders. Please note that only certain items can be returned or exchanged. For more information, check the seller’s return policy on the product page.
Sorry about that. Please request for a return or a replacement from My Orders.
Unfortunately, sellers’ return policies don’t support return of item(s) ordered wrongly. Sorry!
For your Cash on Delivery order, you can choose the below refund modes in case of a return:
1. Moonboy Wallet
2. NEFT - Update your bank account details when you choose this option.
When pick-up facility is not available from our courier partners to your location, we ask to ship the item back for return.
A greyed out & disabled 'Cancel' button can mean
1. That the item has already been delivered.
Or
2. The item is non-refundable.
Visit My Orders to know the status of your refund.
• If the order has been shipped. refund will be processed as soon as the courier confirms return of the item(s).
We offer many refund methods for your convenience.
• Moonboy Wallet
• Back to source - Available for all sellers. In this case, the amount will be refunded to the payment mode that was originally used to pay for the order.
• NEFT transfer - Available for all Cash-on-Delivery orders. As per policy, cash refunds are not possible.
You can choose the mode of refund for your product after you’ve entered your return details.
• For Cash on Delivery orders: Please enter your NEFT details in the fields shown.
• Pre-paid: Refund will be back to source & you can choose this option.
Refunds are provided when
• The seller cannot provide a replacement
• A dispute has been ruled in your favour in-line with Buyer Protection
• Seller allows Refunds on select categories under certain conditions.
Please check the seller's Returns Policy on the product page for more details.
Cancellation of item(s) in your order happens immediately if the order is not shipped.
If you have received a product in a damaged or defective condition or it is not as described, you can return it to get a brand new replacement at no extra cost!
• 15 day Replacement Guarantee.
In all other areas, the replacement is initiated after the originally delivered item delivered to seller.
Return of an entire order is not necessary in this case. You can return one or many items in your order.
You can exchange items such as Apparels & Footwear for size/color of your choice.
For information on other items you can exchange, please check the Exchange or Return policy on the product page.
Yes, you can return an item or items in your order if you have ordered multiple items.
Sorry, returns are not possible after the policy period.
You can get in touch with the brand or an authorised service center of the brand to claim the warranty for your product if applicable.
Certain categories of items cannot be returned for obvious reasons. They are:
• Innerwear & Lingerie
• Sexual wellness items
• Socks & Hygiene related items
• Clothing freebies
• Made-to-order & custom jewellery
An easy and hassle free return experience awaits you!
• Go to My Orders
• Choose the order & item you wish to return or exchange
• Fill in the details
• Choose Request Return
• In case the seller declines your replacement request & you are not convinced with the reason you’ve been given, you can write to us at support@moonboy.in for our Buyer Protection.
• You can dispute the resolution that the seller has shared for your issue till 30 days from the date of delivery.
How do I pay using a credit or debit card?
You can choose to pay for an order with any of the below methods:
• Cash on Delivery
• Net Banking
• Visa, MasterCard, Maestro and American Express Credit or Debit cards issued in India and 21 other countries
How do I pay using a credit or debit card?
It’s easy & simple to pay using your Credit or Debit card!
• Keep your card number, expiry date, three-digit CVV number ready (found on the backside of your card)
• For extra security, you’ll need to use your card’s online password (Verified by Visa, MasterCard SecureCode etc.)
Enter the details when you are prompted to & your order will be successfully placed.
You can choose to pay on Moonboy with any Visa, MasterCard or American Express Credit cards issued in India.
You can choose to pay with any Visa, MasterCard or Maestro Debit card.
If you have paid for your order with EMI, the full amount will be charged on your card the day of the transaction.

Within 7 days, you will see a credit for the full amount. The first EMI charge will occur subsequently. If your card's billing date falls within those 7 working days, you need to pay only the EMI amount to the bank.
As EMI transactions are at the discretion of your Credit card issuing bank, we suggest you get in touch with your bank for help.
Absolutely! All credit card and debit card payments with us are also processed through secure and trusted payment gateways which are managed by leading banks. Also, banks now use the 3D Secure password service for online transactions and they provide an extra layer of security through identity verification.
Fraud detection and prevention are very important for us as we want to make sure that all transactions with us are genuine and authorized. We take many steps to keep our customers’ details completely secure.

Online payments are monitored continuously for suspicious activity and some transactions are verified manually if we feel that it’s not authorized by the owner of the card.

When we’re not able to rule fraud out in rare cases, the transaction is kept on hold and we ask the shopper to share ID proof. This is done to make sure that the transaction is genuine.
Accurate interest rates and amount charged by the bank for your Credit card EMI plan can be seen when you’re placing your order after choosing the EMI payment method.
You can get a 3D Secure password by registering your Credit/Debit card from your bank's website.
The 3D Secure password is known only to you & this makes sure that only you can use the card for shopping online.
A 3D Secure password is a security measure from VISA & MasterCard that adds an extra layer of security through identity verification for your online Credit & Debit card transactions.
You could see different prices for the same product, as it could be listed by many Sellers.
This product is no longer available because it is obsolete and/or its production has been discontinued.
Unfortunately, products listed as 'Out of Stock' or ‘Temporarily Unavailable’ are not available for sale. Please use the 'Notify Me' feature to be informed of the product's availability with Sellers.
It means that the stock for the product is not available with our sellers at the moment & so, you can’t buy it now. You can use our 'Notify Me' feature & we’ll let you know right away once it’s available!
Yes, it’s necessary to login to your moonboy account to shop with us. Shopping as a logged-in user is fast & convenient and also provides extra security for your details.

You’ll have access to a personalized shopping experience including recommendations, quicker checkout and a public wishlist.
It usually costs our sellers more to ship low value items. So, sometimes they choose to add a delivery charge. The delivery charge is waived off by some sellers if you shop with them for a certain amount. For more information, check the individual seller’s policy on the product page.
Delivery times shown vary as they are influenced by product availability, geographic location of the seller, your delivery location and the courier partner's time to deliver to your location. You can check this time for your location just by entering your pincode on the product page.
Sorry, we don't deliver items outside India yet.

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