Got a question for us at Clair De Lune? Take a look at our Frequently Asked Questions below! If you don’t see your question listed, feel free to contact us direct on email@example.com.
All our mattresses are suitable from birth and are breathable. They are tested to and conform to the applicable safety standards.
If you are unsure about the mattress type for your baby or size for your Moses basket, please feel free to contact us.
All our mattress are water-resistant, their covers protect from small spills and stains, they are removable and machine washable for convenience.
You can also purchase a water-proof mattress protector to ensure that your mattress is protected.
To attach a hood to a Moses basket, please follow these simple steps:
1. Slide the hood cover back over the wires.
2. Organise your screws and wingnuts.
3. Adjusting the hood. To get the hood to stay up just tighten up the wing nuts until they're tight enough that you have to physically manipulate the hood up and down.
Our discounts codes don’t work in conjunction with any other discounts, sale items and brand partners.
Yes, we will make sure that all your items will be delivered at once.
Unless, you order a brand partner item, this will be dispatched directly from them, with separate tracking information.
Please email the customer service team via firstname.lastname@example.org with your order number (starting with WEB) and state what is missing from your order, and we will look into this further.
We don’t however, we do have a huge stockist list throughout the UK so please get in touch and we will help you find your nearest store.
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.
Standard shipping time for the countries covered by our delivery partners are presented HERE. You can find them when choosing for a delivery method before confirming your order:
Return & Refund
Once your return is received and has been inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment, within 5-10 working days.
As the return & refund process varies depending on each brand partner's policies, please contact our customer service team at email@example.com for advices.
We will reply within 24 hours.
Signing up is easy! Simply create an account by on our Loyalty page and enter your name, email, and password. It’s free to join and you’ll automatically be signed up to receive emails with insider access to sales, promotions, and all of our newest drops. If you currently have an account or email subscription with us - you’ve already been enrolled into our rewards program so you can kick back, sign in, and start earning points! Easy!
Members receive reward points for each purchase, which can then be redeemed towards the cost of future purchases.
You also earn points for creating an account with us, following us on Instagram, sharing with friends. You can view the full list of perks on our rewards page.
We took care of that for you! All customers with an active account were automatically enrolled in our rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person, and points cannot be merged across accounts.
You will only receive points for purchases made after creating your rewards account, or after 1st August 2023. Make sure to create an account before placing an order so you can receive points!
For starters, each member gets a reward just for joining our rewards program! Aside from earning points through purchases, follow us on Instagram. Access all the ways to earn under the “Ways to earn points” on the rewards page.
Yes. If you are returning the entire order, we will refund you the total GBP amount spent after the discount was applied. The points you used to redeem the discount will also be added back to your rewards account.
If you use your rewards towards a purchase and later decide to return that item, your rewards will be credited back to your rewards account. For example, if you use a £5 coupon towards a £100 purchase that you decide to return, the £95 balance will be refunded to you and the £5 reward credit will be deposited back into your rewards account.
Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact us at firstname.lastname@example.org to help apply your points to your account. You also won’t receive points if you return your purchase or your purchase is cancelled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.
Yes! You work hard to earn points and we want you to feel confident that all of your points are right where they should be . . . in your account! The first thing to note is that there may be a delay in our systems communication, and points could take anywhere from minutes to several hours to appear in your account. However, if you feel like you have earned points but they are not showing up in your account you can also troubleshoot it with these tricks:
- Try to refresh your browser.
- Try to log out and then back in to your account.
- Check your ‘Rewards history’ in your rewards account to see if the points were added without you realizing it. Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.
- If you still feel like your points balance is not accurate you can contact our lovely Customer Service team via email@example.com and they will look into the issue for you.
We are sorry to hear that. There are a couple of scenarios that could have triggered the error message.
The first possible scenario is that there was a mistype in one of the email addresses that you entered or you forgot to put commas between multiple emails to separate them.
To eliminate confusion over what occurred, we recommend that you go back and enter each email address one at a time, clicking ‘send’ after each one rather than uploading them all at once.
If you are still having problems using the email referrals we recommend using your unique referral link or sharing the referral through Facebook, Twitter, or Messenger to receive credit. Please contact our lovely Customer Service team via firstname.lastname@example.org if you need further assistance.
Thank you so much for sharing us with your friends! We really appreciate it.
Referred friends must be first-time customers in order for both of you to receive the referral rewards. In addition, the referral must be initiated through our rewards referral box on your personal rewards page or through the use of your unique referral link also found there.
Points will be added to your account as soon as your friend completes their first purchase on our website.
When this happens you will receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account. You can also check your ‘Rewards History’ to see a list of any points that you have received for referrals.
For our valued customers shopping in Euros, we want to assure you that our loyalty scheme continues to extend its benefits to you. When you earn loyalty points through your purchases, rest assured that these points will be converted from Euros to the GBP equivalent at the prevailing exchange rate. Similarly, when you decide to spend and redeem your hard-earned points, the value will be converted back from GBP to Euros, ensuring you get the full value of your loyalty rewards.
We understand the importance of offering a seamless and inclusive experience to all our customers, regardless of their chosen currency. Our commitment to providing exceptional service means that no matter where you are shopping from, you can enjoy the perks of our loyalty program just like any other member of our community.
If you have any questions or need further assistance regarding currency conversion in our loyalty scheme, our dedicated customer support team is here to help, you can contact them on email@example.com.