Terms of Service

Last updated: 2 November 2026

1. Who we are

The moon-loom.com online store (Moonloom) is operated by:

Lunary Agency, digitalni marketing in spletne storitve, Žana Žižek s.p.
Sv. Ana v Slov. goricah 3, 2233 Sv. Ana v Slov. goricah, Slovenia
Registration number: 9125744000
VAT ID: SI40529037
Email: hello@moon-loom.com

In these Terms, “we” means this seller and “you” means the customer. These Terms apply to purchases made in this store. Nothing in them limits the rights that mandatory consumer protection law gives you.

2. Products and information

Each product page shows the product’s main characteristics, price and availability. Colours may look slightly different depending on your screen. If a product is not as described, you have the rights set out in section 9.

3. Orders and contract

1. Choose your products and add them to the cart.
2. At checkout, enter your contact and delivery details and choose delivery and payment methods.
3. Check the order and the total price. You can correct your details or stop the order at any time before you confirm it.
4. Confirm the order with the payment button. This creates an obligation to pay.

The contract is concluded when we send you an order confirmation by email. We store the contract electronically, and you can request a copy from us. The contract can be concluded in the languages in which the store is available.

4. Prices and payment

Prices are in euros and include VAT. Delivery costs and any cash-on-delivery fee are shown before you confirm the order. Available payment methods are shown at checkout. A price change does not affect an order we have already confirmed.

If an error results in an obviously incorrect price, we are not obliged to supply the product at that price. Section 6 explains what happens in that case.

5. Discount codes

The conditions for each code are stated when it is offered. Codes cannot be exchanged for cash. If you withdraw from a contract, we refund the amount you actually paid.

6. Delivery

Delivery areas, costs and estimated times are set out in our Shipping Policy and shown at checkout. Unless we agree otherwise, we deliver no later than 30 days after the contract is concluded. Risk of loss or damage passes to you when you or a person you name receives the goods. If a parcel arrives visibly damaged, please tell us as soon as you can.

If a parcel comes back to us because the address you entered was incorrect or because you did not collect it, we may charge you the cost of sending it again.

We may cancel an order or withdraw from the contract if a product is out of stock, if an obviously incorrect price or product description was shown because of an error, if a technical error occurred, or because of force majeure or other unforeseen circumstances beyond our control. We will tell you without delay and refund everything you have paid within 14 days at the latest. Once we have refunded you, we have no further obligations from that order, except those that mandatory law gives you.

7. Your right to withdraw within 14 days

If you are a consumer, you can withdraw from the contract within 14 days without giving a reason. The period ends 14 days after the day you, or a person you name other than the carrier, receive the goods. If one order is delivered in separate parcels, it runs from receipt of the last parcel.

How to withdraw: before the period ends, send us a clear statement by email to hello@moon-loom.com or by post to Sv. Ana v Slov. goricah 16, 2233 Sv. Ana v Slov. goricah, Slovenia. You can use the form below, but you do not have to. Your withdrawal is on time if you send it before the period ends. We will confirm receipt without delay.

Returning goods: send the goods to the address above without delay and no later than 14 days after you notify us. You pay the direct cost of returning them. Goods sent back without a withdrawal statement or a return request are not automatically accepted as a withdrawal, so please contact us first.

Refund: we refund all payments, including standard delivery costs, without delay and no later than 14 days after we receive your withdrawal notice. We may wait to refund you until we have received the goods or proof that you sent them, whichever comes first. We use the same payment method you used unless you expressly agree otherwise, and this is free of charge for you.

Reduced value: you are only liable for reduced value caused by handling beyond what is needed to check the goods’ nature, characteristics and functioning.

When the right of withdrawal does not apply

• Sealed goods that are not suitable for return for health protection or hygiene reasons, if they were unsealed after delivery. This can include menstrual discs, period underwear and food supplements delivered sealed.
• Digital content not supplied on a physical medium, if supply began with your prior express consent and your acknowledgement that you lose the right of withdrawal.

Withdrawal form

To: Lunary Agency, digitalni marketing in spletne storitve, Žana Žižek s.p., Sv. Ana v Slov. goricah 16, 2233 Sv. Ana v Slov. goricah, Slovenia, hello@moon-loom.com

I hereby give notice that I withdraw from my contract for the sale of the following goods: ____________
Ordered on / received on: ____________
Order number: ____________
Name: ____________
Address: ____________
Signature (only if sent on paper): ____________
Date: ____________

8. Our additional 30-day return option

In addition to your statutory right, you may return unused and unopened products within 30 days of receipt. Contact us at hello@moon-loom.com first. Returns sent without contacting us first are not automatically accepted. This voluntary option does not limit your statutory rights.

9. Legal guarantee of conformity

We are liable for any lack of conformity that exists when goods are delivered and appears within two years of delivery. If it appears within one year, it is presumed to have existed at delivery, unless we prove otherwise or the presumption is incompatible with the nature of the goods or of the lack of conformity.

Please notify us within two months of discovering the problem, with your order number, a description of the problem and, if possible, photos. Send this to hello@moon-loom.com.

• If a lack of conformity appears within 30 days of delivery, you can withdraw from the contract and ask for a refund.
• Otherwise, you can ask us to restore conformity free of charge by repair or replacement within a reasonable time of no more than 30 days. This can be extended by no more than 15 days where necessary to complete the repair or replacement.
• You can ask for a proportionate price reduction or withdraw from the contract if conformity is not restored, if the problem persists, if it is serious enough to justify this immediately, or if we state that we will not restore conformity. You cannot withdraw if the lack of conformity is only minor.

If we dispute the lack of conformity, we will reply in writing with our reasons within 8 days. We bear the cost of returning non-conforming goods.

10. Complaints and disputes

Send complaints to hello@moon-loom.com. We will confirm receipt within 5 working days, tell you how long we expect to take, and keep you informed.

We do not recognise any out-of-court consumer dispute resolution provider as competent to resolve consumer disputes. You may still go to court.

11. Personal data

Our Privacy Policy explains how we process personal data. We only send marketing messages in line with the law and you can unsubscribe at any time.

12. Changes and applicable law

We may change these Terms at any time without prior notice. Changes take effect when they are published and apply to orders placed after that. The version published when you place your order applies to that order. Slovenian law applies, but this does not deprive you of the protection of the mandatory consumer law of the country where you normally live.