Lost package, no accountability, endless copy-paste responses.
I placed an order with Moon Magic on December 3rd, 2025. I was told delivery would take 8–16 business days, meaning I should have received it no later than December 26. On December 26, the tracking was updated to “Delivered to local carrier (Emile)” and then everything stopped. I contacted Emile directly multiple times. They answered me within hours and confirmed in writing that they never received the parcel. There was no scan, no physical package, and no handoff. Moon Magic, however, refused to acknowledge this. For over two weeks, I contacted Moon Magic through: - live chat - emails - multiple support agents (Sasha, Inna, Jelena, etc.) Every single time I got the exact same copy-paste response: “Your case has been forwarded to the team” “We are waiting for shipping” “You will be contacted soon” " We have contacted the shipping company but they have not answered, you will be contacted soon" Soon Magic. Soon seems to be their favorite word and all they are able to say. Package is lost in transit for 15 days, the "local carrier" confirmed it, I sent them the screenshots like the carrier told me to do, they refuse to give me a refund and just keep saying the same thing over and over again. This was a chrismas gift. Lets just say my girl had a shitty gift. Still waiting on “soon” but it never happened. They never provided a tracking update, never gave a timeline, never showed proof of shipment, never contacted the carrier in real time, and never took responsibility. Meanwhile, the carrier (Emile) replied to me within 1–2 hours every time, proving Moon Magic was simply not doing their job and were lying to me just to keep my money. After 15 days of no movement, Moon Magic still refused to issue a refund and continued sending scripted replies instead of solving the problem. At that point, the package was clearly lost, and Moon Magic still refused to refund me, forcing me to file a chargeback with my bank. This is not a shipping delay. This is zero accountability. If your order goes missing, you will be trapped in an infinite loop of copy-paste responses instead of receiving help. One of the worst online experiences I've had in the last 10 years and consider this: I order more then 3000 packages each year. Avoid this company at all cost.