Customer Service

CUSTOMER SERVICE

Telephone : +1 (855) 608-0255

Open from Monday to Friday / from 9am to 5.30pm (Eastern standard time)

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 5.30 pm (Eastern standard time).

You can contact us by mail clicking here or by phone number: +1 (855) 608-0255

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 from 9am to 5.30 pm (Eastern standard time).

You can contact us by mail clicking here or by calling the following phone number: +1 (855) 608-0255

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 5.30 pm (Eastern stantard time). You can contact us by email clicking here or by calling the following phone number: 0800 909 368

How to modify my order?

The modification of an order is only possible if the order has not been prepared nor shipped from our warehouse.

To do so, you must contact our customer service, available Monday to Friday and from 9am to 5.30 pm (Easter standard time), by mail clicking here or by phone with the following phone number : 0800 909 368. For any modification request, please indicate your order number when contacting the customer service team.

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: +1 (855) 608-0255, stating your order number.

However, the cancellation of an order is only possible if the order has not been shipped 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?

Please find below the main payment methods for Belgium, Luxembourg, Spain (Balearics), Portugal (The Azores & Madeira), Italy (Sardinia & Sicily), Southern Ireland, Denmark and Malta:

Paypal, MasterCard, Visa, Maestro, American Express, Discover and Diners club.

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 5.30 pm (Eastern standard time), by mail clicking here, or by calling the following phone number : 0800 909 368.

DELIVERY

Which are the available delivery areas?

The website www.bananamoon.com allows deliveries in metropolitan France, Corsica and Monaco. But also in Guadeloupe, Martinique, Réunion, Guyana, Mayotte, and the French overseas territories : French Polynesia, St Barthelemy, Saint-Martin, Saint-Pierre and Miquelon, Wallis and Futuna, New Caledonia.

For a delivery in another country, please use the country selector icon at the top right of your screen, on the Bananamoon.com website.

What are the delivery methods?

Bananamoon.com allows you to choose between the carriers below:

Countries	Carriers	Delivery time	Cost*
France et Monaco	Colissimo Relay Points	D+2	4,90€
	Colissimo at home (without signature)	D+2	5,90€
	Chrono 13	D+1	11,50€
Corse	Colissimo Relay Points	D+2	4,90€
	Colissimo at home (without signature)	D+2	5,90€
	Chrono 13	D+1	39,00€

	STANDARD DELIVERY			EXPRESS DELIVERY
Countries	Carriers	Delivery time	Cost*	Carriers	Delivery time	Cost*
Guadeloupe, Martinique, Reunion	Colissimo	D+5 à D+7	12,50€	Chrono Inter Express	Area 8 (2 days)	32,00€
Guyana	Colissimo	D+5 à D+7	12,50€	Chrono Inter Express	Area 9 (2 days)	42,00€
Mayotte	Colissimo	D+7 à D+10	12,50€	Chrono Inter Expres	Area 9 (3 days)	42,00€
French Polynesia	Colissimo	D+7 à D+10	19,50€	Chrono Inter Express	Area 9 (2 days)	42,00€
St Barthélémy	Colissimo	D+5 à D+7	12,50€	Chrono Inter Express	Area 8 (3 days)	32,00€
Saint-Martin	Colissimo	D+5 à D+7	12,50€	Chrono Inter Express	Area 8 (2 days)	32,00€
Saint-Pierre and Miquelon	Colissimo	D+7 à D+10	12,50€	Chrono Inter Express	Area 9 (4 days)	42,00€
Wallis and Futuna	Colissimo	D+7 à D+10	19,50€	Chrono Inter Express	Area 9 (5 days)	42,00€
New Caledonia	Colissimo	D+7 à D+10	19,50€	Chrono Inter Express	Area 9 (3 days)	42,00€

* This cost is at your charge and is added to the total price of the purchased products.

What are the delivery times?

Any order placed on Bananamoon.com before 1pm during business days will be prepared and shipped the same day, provided payment was received as described in section 4 of this Agreement.

After processing the order, products will be shipped using the shipping method selected by the Customer, and will be delivered in accordance with the delivery time specified on the website at the time the order was completed. Orders placed after 1pm will be processed the following business day.

Orders placed after 1pm on Friday, during weekend or holidays, will be shipped the following business day. Estimated delivery time is indicated for informational purposes only and will apply from the date the order is shipped.

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 5.30 pm (Eastern standard time), if you have specific questions, please contact them by mail clicking here or by calling the following phone number : 0800 909 368.

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 should I do if my product is defective?

Please contact our customer service team, available Monday to Friday from 9am to 5.30 pm (Eastern standard time), by mail clicking here or by phone at the following phone number : +1 (855) 608-0255. Please indicate precisely the identified defect(s) (preferably with photos).

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 5.30 pm (Eastern standard time), by mail clicking here or by phone with the following phone number: +1 (855) 608-0255. 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, EXCHANGES & REFUNDS

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 an exchange, a partial or a full refund of your order except for gift boxes.

During the Christmas period the return period is extended to 1 month. This condition applies for orders placed in December.

What is our exchange 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 exchange one or more products of your order (in the limit of available stocks).

During the Christmas period the return period is extended to 1 month. This condition applies for orders placed in December.

For an exchange, please follow the returns terms and procedure described below.

How to return my order?

You must request a return for each item before sending it
Log in to your client account by clicking here , or create one automatically by clicking here
Select the order you want to make a return from, and then the item(s) you wish to return
Choose a refund or an exchange
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

If you have requested a refund: 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 warehouse.

If you have requested an exchange: you will receive an email to let you know that your Banana Moon account has been credited. You can then carry out your exchange directly on the website www.bananamoon.com. When it comes to payment, select the “pay using shop credit” box to use your credit.
If the exchange article costs more than your return you can pay the difference directly from your shopping basket
If the exchange article costs less than your return the difference will remain available on your account.

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.

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 and exchange 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 exchanged or 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 5.30 pm (Eastern standard time), by mail clicking here or by phone with the following phone number: 0800 909 368 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.