FAQs
Orders & Shipping
How long will it take to recieve my order?
Each order is printed just for you, so please allow up to 10 business days for dispatch!
UK orders will be sent out tracked via Royal Mail and should arrive in 3-5 business days.
International orders are sent out direct from the closest warehouse and are subject to different timings.
Candles and handmade gifts are sent out within 3 business days via Tracked 48 or International Tracked.
Please ensure your shipping information is correct before you check out. If an item is sent to the wrong address, we will be unable to replace it.
Can I change my order?
If your order has not been dispatched, we will do our very best to accomodate changes, however this will not always be possible. If an order has gone into production, we will not be able to change it.
An address cannot be edited after it has already shipped. We recommend contacting the shipping service to see if they are able to assist you further. If an address is incorrect and a package cannot be delivered, it will be returned to us. Upon receiving the returned package, we will issue you a store credit. If you would like the items shipped to the correct address in this instance, please contact us or place a new order.
Can I cancel my order?
If you would like to cancel your order before it goes to production, we will try our very best to assist with this, but since we are a small business, this may not always be possible. Once an order is in production or shipped, we will not be able to cancel it.
Can I apply a discount code to a past order?
Unfortunately we cannot apply discount codes to orders that have already been placed.
Do you ship internationally?
Yes, we do! We work with printers all over the world to keep shipping and import fees low for you, but international orders may still be subject to import fees. If you are in the EU, you can place your order via Etsy to pay customs charges up front.
Handmade items are shipped internationally from the UK and will be subject to longer shipping times.
My order was lost
If you are in the UK:
We are able to refund any lost orders after 30 business days, when it can be officially declared lost by Royal Mail.
International orders:
Unfortunately we are unable to compensate for any lost, stolen or damaged items for international orders. Please contact your local post office or the USPS (USA).
Chargeback Policy
If a chargeback, PayPal claim, or fraud filing on a purchase from Moon & Bear is initiated by a customer for any reason, we reserve the right to refuse service to that customer in the future. Moon & Bear reserves the right to block a customer from ordering from our website in the future. This ban will not be reversed.
Returns & Product Issues
Do you accept returns or exchanges?
Yes! Please find our full policy here.
If you received a damaged, defective or incorrect product, you will not be required to return the damaged item back to us and in most cases, we will replace the item. Please let us know if this is the case and include images in your return request.
There is an issue with the item I recieved?
If you received a damaged, defective or incorrect product, you will not be required to return the damaged item back to us and in most cases, we will replace the item. Please let us know if this is the case and include images in your return request.
I have an issue with a past order
We're happy to help fix any order mistakes that may occur. However, order mistakes need to be brought to our attention within 30 days of the delivery date. We are not able to accept claims outside of that period. We ask that you closely review your product as soon as it's delivered to ensure there are no issues and let us know of any problems immediately so we can get it taken care of for you.
Product & Company Info
What's the outlet?
Some shoppers prefer to use Etsy! We use Etsy as an 'outlet' featuring lower-cost blanks (Gildan 5000 t-shirts) and any seconds sales. Prices are adjusted to accomodate for Etsy fees.
What is the fit of your items?
All of our items fit true to size, and are unisex unless otherwise stated.
How are your items printed?
Our designs are actually printed directly onto the shirts in a process known as DTG (direct-to-garment) printing. Direct-to-garment printing not only allows us to offer the most design colors, but it is also far more sustainable than traditional screen printing.
I noticed my new shirt has an odd smell out of the package. Why is that?
All the inks used for printing are water-based and eco-friendly. We use a special solution in the printing process, so don't worry if you notice a slight new shirt scent or some discoloration. It will disappear after the first wash.
What are the care instructions?
It depends on the item! Please see our care instructions page for more information.
Where and how are your products manufactured? Is your brand eco-friendly/sustainable?
Our t-shirts are Bella + Canvas brand and they are manufactured in the United States. You can read more about where the shirts are manufactured and the process here.
The sewing process is the only process that may take place outside of the United States. However, Bella + Canvas only works with factories that have the same high ethical and environmental standards as their Platinum WRAP Certified U.S. factory and they work to ensure everything is sweatshop-free and above board – meaning fair wages and pleasant working conditions.
Our sweatshirts are Gildan brand and the yarns are U.S. cotton and are generally spun in their yarn spinning plants in the United States. Those yarns are sent to their textile facilities in Honduras and the Dominican Republic to be knit, dyed, finished, and cut into fabric parts for sewing. The cut parts from the Dominican Republic are either sewn in the Dominican Republic or Haitian sewing facilities. The cut parts from Honduras are either sewn in Honduran or Nicaraguan sewing facilities.
Although more of the Gildan manufacturing takes place outside the United States, their sewing facilities are certified with WRAP or are currently in the process of being re-certified. WRAP promotes 12 principles that ensure that core labor concepts are understood and practiced on the shop room floor and by management.
Our shirts are printed with the direct-to-garment (DTG) printing method. The printing tech we use is made with sustainability in mind, and our DTG printers use almost zero wastewater and less energy, lowering our carbon footprint.
The inks we use for printing are water-based and free of harmful chemicals. We use water-based vegan inks that are non-hazardous, toxin-free, and biodegradable. We take care to dispose of any left-over ink according to the ink supplier guidelines, so we’re not harming the environment.
All of our clothing is printed as they are ordered to cut down on waste. We fulfill our products only when a customer buys them so we are able to produce less waste than traditional made-to-sell retail stores.
If you are ordering internationally, we print and ship from your closest warehouse, cutting down on international shipping pollution.
Do you offer wholesale?
Yes, we're happy to offer wholesale directly! Please contact us with your requests.
About Moon & Bear
Hi! I'm Liz, owner of Moon & Bear. I'm based in London, UK. I love crafting, reading, and art. You might be familiar with my candle making, but I've recently made a change into apparel and design. Thanks for stopping by!