Did you place an order before September 3rd and need to make a return? Please contact our Customer Service for assistance.

 

WEBSITE

Do I need an account to place an order?
It is not necessary to create an account: you can place your order as a guest.

Will my personal data be safe on your website?
Rest assured that your personal data is safe with us and will always remain strictly confidential. For more information about our privacy policy, please visit our dedicated page.

How do I know if an item is in stock?
All the items you see on our website are available: if you can select your size, the product in that size is available to buy. In the event of an error and if the item you have ordered is no longer available, you will be notified by email as soon as possible.

If an item is no longer listed on the site, is it still available to buy?
No, all products currently available for purchase are visible on our website. If an item is no longer visible online, it means that it is no longer available.

Is it possible to receive a notification when a product is back in stock?
Yes, you can sign up to receive an email notification when a product becomes available again. Simply click on “Notify me when available” on the product page and enter your email address: we’ll let you know as soon as the item is back in stock.

Can I reserve an item and then buy it later?
No, unfortunately, it's not currently possible to reserve an item for later purchase on our website. If a product is unavailable, click "Notify me when available" on the product page and enter your email address: we’ll let you know as soon as the item is back in stock.

How do I receive Moon Boot email updates?
Stay up to date with new arrivals, trends and exclusive collaborations by entering your email address in the newsletter sign-up form at the bottom of the homepage.

How do I delete my account?
If your account is not linked to any orders, you can delete it yourself directly from your private area.
If, on the other hand, you have placed an order previously, you can contact Customer Service to request that your account is deleted.

 

PRODUCT

How can I choose the right size for me?
You can find all the information you need directly on each product page. Click on "Size Guide" to view our conversion table and select the size that best fits you.
Additionally, by clicking on "Discover your size" you can get a personalized size recommendation based on your needs.
For more information, please contact Customer Service.

What is an ambidextrous shoe?
Some of our models have an ambidextrous design, meaning there is no distinction between the right and left shoe. The footwear is therefore symmetrical and can be worn on either foot.

What is the difference between a waterproof and water-repellent product?
The Moon Boot collection includes waterproof and water-repellent models designed to meet different needs. This variety allows you to choose the model that best suits your lifestyle, from après-ski to everyday city wear.
A water-repellent product has been treated on the surface to allow water to run off. It offers light protection against moisture and light rain, but this treatment is not permanent and may wear off over time.
On the other hand, a waterproof product is designed to offer complete protection from water. The materials are treated throughout their structure, not just on the surface, and they include a waterproof inner lining that helps prevent water from entering.

How do I clean/look after my Moon Boots?
To keep your Moon Boots looking their best and in good condition over time, it is important to follow a few simple cleaning instructions
For suede products:

• Remove any residue with a soft, dry brush (preferably one with medium-length bristles or one designed specifically for suede).
• Wipe away any stains with a soft, slightly damp cloth. Do not immerse the product in water. Pat dry with a towel to remove excess moisture.
• Dry brush again to restore the appearance of the material.
• Clean the sole and mid sole with a soft brush, water and a mild detergent.
• Leave to dry at room temperature, away from sources of heat.
• Store your shoes in their original bag or box, or in any other type of case that will protect them.

For products made of synthetic materials:

• Remove any residue with a soft, dry brush.
• Clean with a soft, slightly damp cloth, water and mild detergent.
• Clean the sole and mid sole with a soft brush, water and a mild detergent.
• Leave to dry at room temperature.
• Store your shoes in their original bag or box, or in any other type of case that will protect them.

Can I use waterproofing spray on my Moon Boots?
No, we do not recommend using waterproofing sprays, water-repellent treatments, or any other products designed for footwear on Moon Boots, as these may permanently alter or damage the materials.
To preserve their original appearance as well as possible, avoid any additional treatments that are not explicitly recommended by the brand. The warranty does not cover any damage or alterations resulting from the use of unsuitable products, and such products are not eligible for a refund.

How do I know if my Moon Boots are authentic?
You can verify the authenticity of the product by checking the internal label and/or the product's NFC tag (where applicable). Newer models may have an NFC tag inside the shoe. Check that the SKU code shown on the label inside the shoe corresponds to the model purchased.
If you have any questions, please contact Customer Service.

Can I get an item repaired?
Unfortunately, we do not offer a repair service. However, if you have purchased an item from our online shop that has a manufacturing fault within two years of the purchase date, we will consider whether to repair or replace the item, or accept its return: simply contact Customer Service.
Defects resulting from normal wear and tear or misuse are not covered. All requests are reviewed by the Quality Control department, whose final decision is binding.

 

ICON

How do Moon Boot Icon boots fit?
Moon Boot Icon boot have an adaptive, wide fit, with multi-range sizing:meaning that each selection can carter between three European sizes (e.g. EU 39–41). They are designed without a distinction between the right and left foot. This allows the internal foam padding to gradually adapt to the shape of your foot over time.
They may feel slightly tight at first, but they tend to become more comfortable as the material molds to your foot.

Should I size up or down in Moon Boot Icon boots?
If you are unsure between two sizes, we recommend choosing the larger one. Moon Boot Icon boots may feel snug or small at first, especially when worn with thick socks. The soft foam lining gradually adapts to the shape of your foot, improving the fit over time.
For this reason, if you are between sizes, it is generally best to choose the larger size. If you prefer a tighter fit, you can choose your usual size within the available size range.

Do Moon Boot Icon boots run small?
Moon Boot Icon boots may feel snug or tight at first, especially when worn with thick socks. However, the internal foam padding gradually adapts to the shape of your foot, ensuring a more comfortable fit over time.
If you're between sizes or prefer a roomier fit, choose the larger size.

Are Moon Boot Icon boots suitable for wide feet?
Yes, Moon Boot Icon boots are generally suitable for wide feet thanks to their soft padding and flexible fit. The lack of a rigid structure allows for greater adaptability compared to traditional boots, ensuring comfort for different foot types.

My Moon Boot Icon boots are too wide, can I adjust the fit with the laces?
No, the laces on Moon Boot Icon boots are purely decorative and are not designed to adjust the fit of the boot.
Returns of items that show signs of excessive tension or tampering with the laces will not be accepted.

Why don't Moon Boot Icon boots have a left and right?
Moon Boot Icon boots are designed with a symmetrical, ambidextrous shape, so there is no distinction between the right and left foot.
This design allows the inner padding to naturally conform to the shape of the foot over time, creating a personalized fit and increasing comfort with every use.

Are Moon Boot Icon boots comfortable?
Yes, Moon Boot Icon boots are designed to provide warmth and comfort, thanks to their padded construction and soft feel when worn.
Some people may find them a bit unusual at first because of the foam lining. However, over time, they mold to the shape of your foot and become increasingly comfortable.

Are Moon Boot Icon boots fashion boots or snow boots?
Moon Boot Icon boots are a hybrid between a snow boot and a fashion boot. They offer warmth and protection in winter conditions, while also featuring an iconic and recognizable design that makes them a true fashion statement.
They are ideal for après-ski and winter travel, rather than outdoor sports.

Are Moon Boot Icon boots waterproof?
The Moon Boot Icon Nylon boots are water-repellent and ideal for snow. However, they are not waterproof, so it is best to avoid puddles and prolonged contact with water.
When entering a heated room, avoid exposing your Moon Boots to heat sources and remove any snow from them as soon as possible. Allowing snow to melt on the surface can cause moisture to seep into the seams and materials, which reduces comfort and performance over time.

Are Moon Boot Icon boots suitable for snow?
Yes, Moon Boot Icon boots are designed for snowy conditions and cold weather. The insulating lining keeps your feet warm, and the outer materials protect against snow.
They are ideal for walking in the snow and après-ski activities, but not for outdoor sports or trekking.

Can I get my Moon Boot Icon boots wet?
Moon Boot Icon Nylon boots are ideal for snow, but they are not waterproof.
Prolonged exposure to water could damage the materials and reduce the boots' effectiveness, so it is best to keep them dry.

What temperatures are Moon Boot Icon boots suitable for?
Designed to tackle winter climates, Moon Boot Icon boots feature materials that guarantee optimal performance at temperatures down to -10°C. Thanks to their insulating padding, they effectively retain heat, ensuring comfort and protection in snowy and extremely cold environments.
Although Moon Boot Icon boots offer excellent winter comfort, they are not a performance product designed for extreme activities, technical use, or particularly severe weather conditions.
Because of their high thermal insulation, they may be too hot in mild or moderate temperatures.

Are Moon Boot Icon boots warm enough in extreme cold?
Moon Boot Icon boots are known for their high level of thermal insulation. They are designed to provide comfort in temperatures as low as -10°C.
However, perceived warmth can vary from person to person, based on activity level and the type of socks worn. For even greater insulation in the harshest winter conditions, we recommend wearing wool socks.
Although Moon Boot Icon boots offer excellent winter comfort, they are not a performance product designed for extreme activities, technical use, or particularly severe weather conditions.

Are Moon Boot Icon boots slippery on ice?
Moon Boot Icon boots feature a non-slip sole and offer traction designed for snowy surfaces, ensuring good grip while walking. However, the sole is not designed specifically for use on ice, which requires specific materials and technical technologies.
For your safety, please walk carefully on ice.

Are Moon Boot Icon boots suitable for long walks?
Moon Boot Icon boots are ideal for short or medium-length walks, such as après-ski.
They are not designed for long walks or full-day hikes, because they offer less support and structure than technical hiking boots.

 

ORDERS

Can I place an order as a guest (without registering)?
Yes, you can place an order as a guest, without creating an account.
In this case, you will still be asked to provide the information needed for shipping and payment, but you won't need to register or log in to an account.

Can I place an order over the phone?
Unfortunately, this order option is not currently available.

How do I know if you have received my order?
Once you have completed the purchase process on our website, you will receive an email confirming that your order has been received and that it will be prepared for shipment as soon as possible. As soon as your order is handed over to the shipping carrier, you will receive a second email containing a link to track the delivery status.

Can I cancel or amend an order?
Unfortunately, it is not possible to amend an order. If you've made a mistake, please contact Customer Service to request an order cancellation.

Can I change my shipping address after my order has been dispatched?
No, unfortunately that's not possible. If you entered an incorrect shipping address, please contact Customer Service to request an order cancellation.

 

SHIPPING AND DELIVERY

Do you ship globally?
You can select the available delivery destinations from the Location Preferences menu on our website. The shipping address for your order must match the country where you are placing the order.
We currently ship to the following destinations: Albania, Algeria, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, the Bahamas, Bahrain, Bangladesh, Barbados, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, the Cayman Islands, the Central African Republic, Chad, Chile, China, the Comoros, Congo, the Cook Islands, Costa Rica, Côte d’Ivoire, Croatia, Curaçao, Cyprus, the Czech Republic, Denmark, Djibouti, Dominica, the Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Eswatini, Ethiopia, the Falkland Islands (Malvinas), Faroe Islands, Fiji, Finland, France, French Guiana, Gabon, The Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guyana, Haiti, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kosovo, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macao, North Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nepal, the Netherlands, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Norway, Oman, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, the Philippines, Poland, Portugal, Puerto Rico, Qatar, Réunion, Romania, Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Samoa, San Marino, São Tomé and Príncipe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Suriname, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, the Turks and Caicos Islands, Uganda, the United Arab Emirates, the United Kingdom, the United States of America, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Zambia.
Follow Moon Boot on social media and subscribe to the newsletter to receive updates on shipping to other global destinations.

How long does it take to prepare and process an order?
Your order is usually handed over to the carrier within 48 business hours of order confirmation.

What are the shipping costs?
Shipping costs are calculated automatically at checkout, based on the order's destination.
For some countries, an express shipping option is also available, which can be selected directly at checkout, if offered for the chosen destination.

Where are orders shipped from?
All orders are shipped from Italy.

Do you offer express shipping?
Express shipping is available only for certain countries, and if it is available for your destination, it will be displayed and can be selected directly at checkout.

Can I get same day delivery?
Same-day delivery is not yet available.

Is it possible to deliver an order to a pick-up point?
At this time, direct delivery to a pickup point is not available during checkout.
However, once your order has been shipped, you can use the courier's delivery management services to request that the package be redirected to a pickup location near you, if this option is available through the courier's service.

How can I track my order?
Once your order has been shipped, you will receive an email containing a link that will allow you to access the tracking portal, where you can view updates on the shipment's status and track its progress until delivery.

Do I have to pay import duties on the items that I purchased?
It depends on the country your order is shipped to.
For most destinations, shipping is DDP (Delivered Duty Paid). This means that all customs duties, taxes and import costs are already included in the price you pay at checkout. You will not be asked for any additional payment upon delivery.
Although you won’t incur any extra costs, please keep in mind that shipments to countries outside the European Union are still subject to a customs clearance process, which is required for the goods to enter the destination country.
For some countries (shipments under DAP—Delivered At Place—terms), however, duties and taxes are not included in the price. In such cases, any import duties will be the responsibility of the recipient and must be paid directly to the carrier to allow the order to clear customs.
Import duties and taxes are payable by the recipient in the following countries: Angola, Armenia, Azerbaijan, Cape Verde, Comoros, Georgia, Greenland, Guinea, Cook Islands, Falkland Islands (Malvinas), Faroe Islands, Kazakhstan, Kyrgyzstan, Lesotho, Liberia, Mauritania, Moldova, Mozambique, Samoa, Sao Tome and Principe, Seychelles, Sierra Leone, Suriname, Tonga, Tunisia, Uzbekistan, Vanuatu.

Does the courier require a signature upon delivery?
No, a signature is not required upon receipt of the order.

I wasn't home when they tried to deliver, what should I do?
If no one is home when the courier arrives, they may leave a delivery notice with instructions for pickup or redelivery. In this case, please contact the carrier directly using the contact information provided on the notice.
If you experience any further difficulties, you can contact Customer Service for assistance.

 

PAYMENTS

Which payment methods do you accept?
The payment methods available vary depending on the country of purchase.
In general, you can pay with the major credit and debit cards (Visa, Mastercard, American Express, Diners, Discover), as well as PayPal.
Depending on the country, additional payment methods such as Apple Pay, Google Pay, and installment payment options (such as Klarna or Afterpay) may also be available.
All payment methods available for your order will be displayed directly at checkout.

Will there be additional bank fees applied to my order?
If you place an order from Australia, your bank or payment provider may apply additional fees for international transactions.
These amounts are determined directly by the relevant bank, do not depend on the brand and are not included in the total displayed at checkout. For more details, contact your bank directly.

Can I pay on delivery?
No, cash on delivery is not currently available.

 

RETURNS AND REFUNDS

How long do I have to return an item?
You can request a return within 14 days from the delivery date of your order.

How do I return my order?
You can start the return process within 14 days of receiving your order by accessing the Return Merchandise Portal using the following link.
Follow the instructions on the portal to register the return and, once the procedure is complete, use the return label provided (if available) to send the package back to the indicated address. Once you have submitted your return request, you will have an additional 14 days to return the package.
Please note that returns must be sent exclusively to the address listed on the Return Merchandise Portal.

Are returns free?
No, there is a processing fee for returns. The amount will always be clearly displayed in the Return Merchandise Portal before you confirm your return request. Any shipping costs paid at the time of purchase will not be refunded.

Can I change the size or color instead of returning the item?
Unfortunately, direct size or color changes are not currently available. If you would like a different option, you will need to return the item and place a new order.

Can I try the shoes on before returning them?
Yes, you may try on shoes solely to check the fit, just as you would in a physical store.
However, they must be returned in good condition and unused. They must also be complete with all original parts and the security label must still be attached. It is also important that the shoes be returned clean and free of signs of use or dirt.

What condition must the shoes be in for them to be eligible for return?
Returned items must meet the following conditions:

• Be unworn (except for trying on), unwashed, undamaged and unused;
• Be complete with all original labels still attached;
• Footwear and accessories must be returned in their original box and placed in a protective shipping box;
• Any security labels must not be removed;
• You must also include the original receipt or invoice.

Returns that do not meet these conditions may not be accepted or may be subject to a reduced refund, depending on the condition of the product and packaging.

How do I return a faulty or wrongly delivered item?
If you have received an incorrect or defective item, please contact Customer Service, providing a description of the problem and, if possible, some images of the product.

How are returns verified? How long does it take to receive a refund?
Once your return is received, the product is checked and inspected at the returns center.
If the return meets the required conditions, the refund will be made to the payment method used at the time of purchase.
The refund will be processed as soon as possible and in any event within 14 working days of receiving the product in resalable condition.

Why was my return rejected?
We may refuse a return if the items have been worn or damaged, or if they are missing their tags, original box, or accessories.