FAQ

We will do everything we can to help you get your questions answered.
Explore the different questions and answers below – you might find the answer among our frequently asked questions.

If you didn't get an answer to your question, please don't hesitate to contact us at:

shop@tothemoonhoney.com

HONEY

About our certifications

HONEY skincare has a mix of three recognized certifications: AllergyCertified, Svanemærket (the Nordic Swan Ecolabel) and Cosmos Organic by Ecocert. These certifications are your guarantee that the products contain ingredients that pose the lowest possible risk of allergies, have minimal environmental impact, and have a high content of natural and organic ingredients. Hydra Serum is the only product that does not have all three certifications, as Hydra Serum is not Cosmos Organic certified. Hydra Serum contains Niacinamide, also known as B3, which is a well-documented, safe ingredient known for its ability to soothe hyperpigmentation.

AllergyCertified

AllergyCertified is an international allergy label. The AllergyCertified label guarantees that the product is as mild and gentle on the skin as possible, so when you see the AllergyCertified logo on a product, you can be sure that there is the lowest possible risk of allergy. The products are fragrance-free, and each ingredient is carefully checked and evaluated by a toxicologist.

Read more about AllergyCertified here

Svanemærket (The Nordic Swan Ecolabel)

Svanemærket is the official Nordic ecolabel. The goal of Svanemærket is to reduce the total environmental impact from production and consumption. Strict requirements are placed on chemicals in Nordic Swan Ecolabelled products, and by choosing Svanen, you contribute to protecting nature and the environment.

Free from MI and other preservatives classified as allergens

Free from ingredients on the EU's list of 26 known allergenic fragrances suspected of being endocrine disruptors, which the EU recommends avoiding. No parabens.

Read more about the Nordic Ecolabel here

Cosmos Organic by Ecocert

Cosmos Organic is a pan-European certification for organic cosmetics, used in more than 45 countries. The authority verifies that the ingredients are grown responsibly and environmentally friendly, and to obtain the Ecocert Cosmos Organic label, the following requirements must be met:

At least 95% of the ingredients must be natural. At least 95% of the natural oils and extracts in the product must be organic.

At least 10% of the ingredients in rinse-off products and at least 20% of the ingredients in leave-on products must be organic.

Read more about the Ecocert Cosmos organization here.
Can I use HONEY when I'm pregnant and breastfeeding?

We do not recommend Double A Vitamin Serum during pregnancy and breastfeeding. Instead, we advise waiting until after this phase of life to use the serum. As a precautionary measure, pregnant and breastfeeding individuals are advised to limit the use of cosmetics and skincare products containing vitamin A.

You can use all other HONEY products if you are pregnant or breastfeeding.
Are HONEY products fragrance-free?

Yes, HONEY's products are 100% fragrance-free. As the products are certified by AllergyCertified, this is your guarantee that they do not contain any type of fragrance. Our skin perceives all types of perfume as an irritant, and at HONEY, we believe that perfume should not come into contact with the skin due to the risk of irritation and allergies. Therefore, you will not find any fragrance in HONEY skincare. Fragrance in skincare can consist of both synthetic and natural fragrances (essential oils), and natural fragrances are no less allergenic than synthetic ones.
Can HONEY be used by all skin types?

HONEY is suitable for all skin types, including sensitive skin. The products contain mild yet effective ingredients that are tailored to provide the skin with intense moisture and a radiant glow. If you have acne or combination skin, HONEY can be a good supplement to acne-targeted skincare. HONEY helps to strengthen and soothe the skin, regardless of skin type.

My order

Where can I find my order confirmation?

We automatically send an order confirmation to the email address registered. It may take a few minutes from the time you complete your purchase until you receive the order confirmation in your email.

If you still have not received an email with your order confirmation, it may be because it has ended up in the spam filter. Please check if the email is there. It can also happen that there is a typo in the email address.

If your order confirmation cannot be found, please contact us at shop@tothemoonhoney.com, and we will help you further.
Can I cancel or change my purchase?

Unfortunately, it is not possible to cancel or change your order yourself once the purchase has been completed.
I haven't entered my discount code - what do I do now?

You can always enter your discount code once you have clicked "checkout"
However, if you have forgotten to enter the discount code, please contact us by email. We will gladly refund the discount to you afterwards. You can contact us at: shop@tothemoonhoney.com
Can I pick up my order at your address?

Unfortunately, we cannot offer that, as we do not have our warehouse locally.

Shipping and local pickup

When can I expect to receive my order?

We pack orders every weekday, so you can expect a delivery time of 1-3 business days.
Do you have a physical store where I can see your products?

No, we do not have a physical store, but you can buy HONEY from several physical stores all over the country. Please visit our international HONEY site to see a complete list of retailers.
Why has my package ended up at a parcel shop when I ordered home delivery?

When a parcel is redirected to a parcel shop, it is typically due to logistical challenges, such as the unavailability of your address at the time of delivery or problems accessing your property.

If you experience challenges with the delivery itself or shipping in general, please contact GLS.
Do you ship to countries other than Denmark?

Currently, we can ship to most of Europe. If your desired country is not on the list when you checkout, please feel free to write to us at shop@tothemoonhoney.com, and we will see if it is possible for us to ship to the desired country
What do I do if I receive a damaged item?

If you are unfortunate enough to receive a faulty item, please go to our return portal and create your complaint.
Please include a descriptive text about the problem, so we can help you as best as possible.

Returns & complaints

What is To The Moon, Honey's return policy?

You have the right to cancel your purchase without stating any reason within 14 days. The cancellation period expires 14 days after the date on which you, or a third party other than the carrier, takes physical possession of the goods.

In the case of an order relating to multiple items ordered in one order and delivered separately (i.e., separate deliveries), the cancellation period expires 14 days after the date on which you, or a third party other than the carrier, takes physical possession of the last delivery.

How to make a return

Create your return here

You must always create your return in our return portal.

  • Log in to the return portal using the email address used for the order and your order number.
  • You will then receive a GLS QR code that you can show at the GLS parcel shop.
  • The parcel shop will print a label and send the order back to us.

Important: Remember to include the packing slip that came with the package when you received it. We will deduct a DKK 39 administration fee when you return items.

We always recommend that you obtain a receipt as proof of dispatch of the package – should it get lost on its way. You are responsible for your return shipment until we have received it. It is not possible to return items at our office in Copenhagen.

Do you have questions or need assistance?

Should you have questions or need help with your return, you are always welcome to contact us at shop@tothemoonhoney.com.
Do I have to pay for the return shipping myself?

Yes, you must cover the costs associated with the return yourself. However, we will automatically deduct the amount when we refund your purchase.

Can I return my items to your address?

It is not possible to return items at our office in Copenhagen.
How do I get a return label?

You must always create your return in our return portal.

Create your return here
  • Log in to the return portal with the email address used for the order and your order number.
  • You will then receive a GLS QR code that you can show at the GLS parcel shop.
  • The parcel shop will print a label and send the order back to us.

Important: Remember to include the delivery note that came with the package when you received it. We will deduct a DKK 39 processing fee when you return an item.
How long do I have to return my order?

You have 14 days to change your mind about your purchase from the day you or a designated person receives the item.

You are welcome to return the entire order or selected items within this period.

Christmas gifts can be returned until January 12, 2026.
When can I expect to get my money back?

As soon as we have received your returned order, we will refund the amount to you. It may then take 7-10 business days for the money to be back in your account, but this depends on your bank.
I would like to return my item for a different product - how do I do that?

Unfortunately, we cannot process a direct exchange in our system. You will therefore need to place a new order with the desired product and return the other product for a refund.
The money will be refunded to you as soon as we have received your return.
How do I make a complaint?

If the item you receive has a defect, please create a complaint in our return portal. Here you must state the defect, and you will then receive a return label. We will then assess whether the complaint is legitimate. The amount you can get back depends on the commercial value of the item, and in some cases, it may mean that you can only get the shipping costs back.

Payment
Can I pay with MobilePay?

Yes, it is possible to use MobilePay when making payments.
How do I use my discount code or gift card?

You can enter your discount code or gift card at checkout, in the same place where you fill in your payment and delivery details, before completing your purchase.
Can I combine multiple gift cards?

Yes, it is possible to combine multiple gift cards. You can also pay the difference with a credit card if the value of your items exceeds that of the gift card.

If you experience any issues with gift cards, please contact us at shop@tothemoonhoney.com
Can I combine multiple discount codes?

No, it is not possible to combine multiple discount codes simultaneously