Shipping policy
At Moon Star Premium, we're committed to providing you with a smooth, worry-free shopping experience. Below you'll find all the information you need to know about the delivery of your KESO pillow.
1. Delivery zones
We currently deliver to Germany and the UK. If you are outside these areas, please contact us at premiummoonstar@gmail.com to check whether we can deliver to your country.
2. Delivery times
Delivery times may vary depending on your location :
Germany : 5 to 7 working days.
United Kingdom: 5 to 7 working days.
We do our best to dispatch orders promptly. However, these times are estimates and may vary according to busy periods or possible logistical delays.
Order tracking : Once your order has been dispatched, you will receive a confirmation e-mail containing a tracking number, enabling you to follow the progress of your package in real time.
3. Delivery costs :
Free standard delivery
4. Shipping and order processing :
Orders are processed within 1 to 2 working days of confirmation of your payment.
Please note that orders placed on weekends or public holidays will be processed on the next working day.
We recommend that you check your delivery address carefully when placing your order.
Moon Star Premium cannot be held responsible for delivery delays or errors caused by incorrect or incomplete information.
5. Delivery delays :
While we strive to meet our delivery deadlines, exceptional circumstances such as logistical delays, strikes or adverse weather conditions may cause delays. In such cases, we will keep you informed of the status of your order and provide you with a new delivery estimate. If you do not receive your package within the advertised time, please contact us at so that we can investigate and resolve the problem.
6. Damaged or missing parcel
If your parcel arrives damaged or if any items are missing, please contact us immediately with photos of the damaged parcel and its contents. We will send you a replacement or refund your money, whichever you prefer, once we have completed our investigation.
7. Failed delivery or returned parcel
If a delivery fails due to prolonged absence or incorrect address, and the parcel is returned to us, we will contact you to arrange a new delivery. Additional shipping costs may be charged in this case.