CUSTOMER ACCOUNT

How to create my account?

If you purchase an item on our eshop and you do not have an account yet, you will be invited to register. Your email address will be required and will used as your login. Thereafter you will be able to manage your account by clicking on the following link.

Create your account, will allow you to:

- save your billing and shipping address, as well as your banking details for quicker payment.

- Have access to your order history, the status of current orders, the tracking of your parcel, and your list of favorite products.

- To receive newsletters from Banana Moon, to be aware of the latest fashion trends, product launches, special offers and exclusive offers on the website.

- To change your account settings, such as your username, your password or your addresses.

I forgot my password

Click on the link "Forgotten password" and the email address of your Banana Moon account. We will then send you a link allowing to reset your password.

 

I cannot access my account

If your email address or your password are not recognized, please make sure that you use the email address and password provided when creating your account.

If you cannot remember your password, click on the link "Forgotten password" and follow the password reset procedure.

If you are still unable to login, please contact our customer service team by clicking here.

 

I cannot create my account

Please make sure that the information entered meet the requirements, or that you do not already have a Banana Moon account with the email address used.

If you are still unable to create your account, please contact our customer service team by clicking here.

 

How to subscribe to the Banana Moon newsletters?

To do this, simply enter your email address in the Banana Moon newsletter registration section at the bottom of the Bananamoon.com website page.

 

How do I unsubscribe from the Banana Moon newsletters?

If you no longer wish to receive the Banana Moon newsletters, you can simply unsubscribe by clicking the unsubscribe link in all our e-mails or by logging into your Banana Moon account and going to the "Newsletter Subscription" section.

Please note that unsubscribing from our newsletters may take up to 7 days to take effect.

If you change your mind, you can easily re-subscribe to our newsletter from your Banana Moon account.

 

How do I contact Banana Moon customer service?

If you need assistance, information, place your order over phone, or any other query related to your order, delivery or return, our customer service team is available Monday to Friday and from 9am to 5.30pm (Easter standard time).

You can contact us by mail clicking here or by phone number: +377 97 98 60 82 (international phone number).

 

ORDER

How to place an order on Banana Moon website?

To place your order you simply select the items you wish to purchase, select the model of your choice, color and size, and then add them to your cart.

You can access and edit your cart at any time. The validity of your cart is of 15 days. After this time, you will have start again your shopping.

Once you have finished shopping, go back to your cart and click on "place order".

Once your order is finalized, you will receive a confirmation email. However, if you do not receive the confirmation email, please start by checking your inbox and your spam folder. If you cannot find the confirmation email, please contact our customer service team available Monday to Friday and from9am to 5.30pm (Easter standard time).

You can contact us by mail clicking here or by calling the following phone number: +377 97 98 60 82 (international phone number).

 

 How can I know the status of my order?

To know the status of your orders, please go on “My account” and click on “My orders”. You will be able to find the history of your orders and the current status of each of them.

 

How can I track the delivery of my order?

Once your order is shipped, you will receive an email confirmation along with your tracking number. On the selected carrier website, please enter your tracking number to find out what is the current status of your delivery.

However, if you do not receive this email, please start by checking your inbox and your spam folder. If you cannot find this email, please contact our customer service, available Monday to Friday from 9am to 5.30pm (Eastern stantard time). You can contact us by email clicking here or by calling the following phone number: +377 97 98 60 82 (international phone number).

 

How to modify my order?

In prder to know the status of your order and to check if a modification is possible, you must contact our customer service, available Monday to Friday and from 9am to 6pm (Easter standard time), by mail clicking here or by phone with the following phone number : +377 97 98 60 82 (international phone number). Please indicate your order number when contacting the customer service team.

Please note that any order prepared or shipped through our warehouse cannot be modified.

How do I cancel my order?

In order to cancel your order, you must contact our customer service team, by mail clicking here or by calling the following phone number: +377 97 98 60 82 (international phone number), stating your order number.

However, the cancellation of an order is only possible if the order has not been prepared from our warehouse.

In certain cases (unavailable product, payment error, wrong address ...) your order can be partially or completely canceled by our system. You will then be refunded for the cancelled items.

 

How to apply a promotional code to your shopping cart?

If you have a promotional code, simply fill in the dedicated space in your cart. Once your cart is validated, the promotion code will automatically be applied to your order.

 

PAYMENT

How is the payment secured?

Banana Moon guarantees total security of your online purchase. The website uses secure payment system of first order financial entities in e-commerce. Meaning your confidential payment data are directly transmitted encrypted (SSL) to the financial entity. This is the most advanced and safe online technology for customers.

 

What are the accepted payment methods?

You can use the following payment methods on Bananamoon.com depending on your shipping country: Visa, Mastercard, American Express, Paypal, Apple pay, Giropay, Ideal and Sofort.

 

I am facing technical issues with the shopping cart or the payment process

If you experiencing technical issues during your online purchase, please contact our customer service team, available Monday to Friday from 9am to 5:30pm (Eastern standard time), by mail clicking here, or by calling the following phone number : +377 97 98 60 82 (international phone number).

 

DELIVERY

Specification for DOMTOM, CEUTA, MELILLA, CANARIES : customs charges may be applied by the carrier. These customs fees are the responsibility of the customer.

 

PRODUCTS

What are the product specifications?

Our products are based on lycra label, pledge of quality. The prints of Banana Moon collections are exclusive. The essential characteristics of the articles are presented in each product page.

Please note that images, photos and colors of the products may vary from the actual colors under the influence of the internet browser on your display.

Our customer service team is at your disposal, Monday to Friday from 9am to 6pm (Eastern standard time), if you have specific questions, please contact them by mail clicking here or by calling the following phone number : +377 97 98 60 82 (international phone number).

 

How to select my size?

You can access the size guide of each product by clicking on "size guide". You can also access it by clicking here.

 

Do you have care instructions for swimwear?

Quickly rinse your swimsuit in a warm soapy water when you return from the beach or the pool.

Please wash your swimwear in Washing machine under delicate Program settings and by putting the garment in a Net. Similarly, to preserve the quality of your swimsuit, do not hand-wash it in a too hot water as it could shrink, rub off or deteriorate.

 

What is the availability of a product?

When you wish to order a product that is unavailable, we encourage you to return to our online store to check its availability, or contact our customer service by clicking here.

 

What to do when a product is defective?

If you find that the ordered products are defective, please contact the customer service team, available Monday to Friday from 9am to 6pm (Eastern standard time), by mail clicking here or by phone with the following phone number: +377 97 98 60 82 (international phone number). Please indicate precisely the identified defect(s), preferably accompanied by pictures.

We remind you that if an item has been worn it will not be refunded.

Upon receipt of your email, our quality department will conduct a first assessment and then guide you with further steps.

 

How to find my product in store?

To find an item in store, simply go to the "Store locator" and select the Banana Moon shop or the nearest retailer.

 

RETURNS

What is our return policy?

You have a period of fifteen (15) calendar days (calendar days include Saturdays, Sundays and holidays) after the receipt date of your order to return the item(s) for a partial or a full refund of your order except for gift boxes.

During the Christmas period, you have 31 days to make yout return request. This condition applies for orders placed in December.

 

How to request a return?

To request a return, please click on the link below:

REQUEST A RETURN

A confirmation e-mail will be sent to you within the hour, containing your completed returns form and your returns number.

 

How to return  my order?

• You must request a return for each item before sending it

• To request a return, log into your client'ss account by clicking here. If you have placed an order as a guest without creating an account, you can request your return by clicking here.

• Select the order you want to make a return from, and then the item(s) you wish to return

• An email with your completed returns ticket and instructions on what to do next will be sent to you

• The returns ticket must be attached to the parcel containing the item(s) to return

•  You will receive an email confirming your return has been processed. The bank account you used to make the payment will be automatically credited within a maximum of fourteen (14) days of the returned packet being received at the warehous

• The items should be returned in their original state and in the packaging they came in. They should be labelled and complete (all accessories included). Any items returned incomplete, damaged, worn, soiled or washed will not be accepted. Bikini bottoms and underwear should still have the protective strip in place.

• Please note that for hygiene reasons, swimwear and underwear should be tried-on over your own underwear without removing the protective strip.

• If you received a promotional gift, please attach it to your return.

A return which would not meet these requirements will not be refunded.

Return costs are at your charge.

 

What is the refund delay?

The returned item(s) will be refunded on the bank account used to pay for the order within a maximum of fourteen (14) days from its receipt by Banana Moon.

An email will be sent to confirm the reception of your parcel and its partial or full refund.

Important: It is your responsibility to keep all proof of return. Therefore, we recommend using a traceable and secure way back.

 

Are the return costs of my order free?

You are responsible for return shipping costs. In the event Banana Moon made a mistake when processing your order, we will be responsible for shipping costs. 

 

Are the shipping fees refunded?

The shipping fees charged when placing the order will be refunded only if the entire order is returned.

 

Is it possible to return an item purchased outside of Banana Moon website?

The products purchased on the official online store of Banana Moon cannot be returned at Banana Moon stores or other outlets.

The products purchased at Banana Moon shops, other shops, or e-commerce retailers cannot be returned with the official online store of Banana Moon.

 

What to do when a product has been damaged during transportation?

If your product(s) have been damage during transportation, please contact the customer service team, available Monday to Friday from 9am to 5:30pm (Eastern standard time), by mail clicking here or by phone with the following phone number: +377 97 98 60 82 (international phone number) with an explanatory note of the damages. Remember to include your order number and your contact information in the email.

 

How to return a gift order?

If you wish to return an order placed by a third party, please respect the return conditions indicated above. The order will be refunded to the account that made the purchase. For any questions, please contact our customer service team by clicking here. 

 

OTHER REQUESTS

Partnership request

For any commercial partnership request, please contact us by clicking here.

 

Press Relations

For press requests, please contact us by clicking here.

 

Recruitment

You share the Banana Moon spirit and you want to join us? To apply, please contact us by clicking here.

 

Blogger and cooperation on social networks

We are always looking for bloggers who share our passion for fashion. If you think that fashion is a serious business and that your style matches with Banana Moon, do not hesitate to contact us by clicking here.