SHIPPING AND RETURNS

SHIPPING AND RETURNS POLICY

SHIPPING POLICY

When can I expect my order to arrive?

⇸ We try to get orders out as fast as possible, but please allow up to 3 business days for your order to be processed prior to shipment. 

⇸ Please allow 3-7 days transit time for your order to be delivered. This will depend on your location and the shipping option you select.

⇸ Please allow additional shipping time for international orders

Need your product faster? Express 1-2 day shipping is available on most orders.

International Orders

⇸ International customers are responsible for all custom/duty fees within their own countries. We typically declare packages as "Gifts" of $15 value. If you need us to make other accommodations, please leave a note at checkout or email us at moonlakedesigns@gmail.com

⇸ We currently ship using USPS and UPS for domestic and Canada. We use DHL for all other international orders. MoonLake Designs is not responsible for lost or missing packages. We cannot replace items once a tracking number is provided. MoonLake Designs is not responsible for damages that occur by shipping agents. We recommend you reach out for assistance to the shipping provider who assigned the tracking number for your product.

USPS can be contacted through https://www.usps.com
DHL can be contacted through https://goglobal.dhl-usa.com/get-in-touch/

 

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RETURNS AND EXCHANGES

⇸ All Sales are Final. Please read the entire product description and review product photos thoroughly. Unless otherwise stated, the item listed is the exact item for sale. Please note actual colors may vary because computer monitors display colors differently and everyone can see these colors differently. We try extremely hard to ensure our photos are as life-like as possible, but please understand the actual color may vary slightly from your monitor.

I received the wrong product! What do I do?

⇸ We are so sorry, we are human and mistakes sometimes happen, but we want you to end up with the bag of your dreams. Please contact us as soon as possible at moonlakedesigns@gmail.com so we can begin reprocessing your order immediately. Please include your contact information, order number, and a photo of the bag you received. 

I accidentaly ordered the wrong product, can I change my order?

You're human too and everybody makes mistakes. If you’ve made a mistake on your order, please contact us immediately. If your order has not already been processed, we will do our best to help you with an exchange. Once an order has been processed, we are unable to make changes. We do not issue refunds.

If I save a product to my cart, will it still be available if I come back to purchase it a few days later? Can I order more than 1 of the same bag?

⇸ Each item is one of a kind, therefore we cannot sell an individual product in a quantity greater than 1. Products are first come first serve, please keep in mind that adding a product to your cart will not reserve the item for you until you decide to purchase it. Once an item is purchased, it belongs to the purchaser. If you have your heart set on an item that is listed as out of stock, please contact us and we will try to find you another as similar as possible.

We Cannot Accept Returns or Exchanges.

⇸ If you are completely unsatisfied with your product, please contact us at moonlakedesigns@gmail.com.

My bag is damaged, what do I do?

⇸ All of our products are handmade by talented artisans and are inspected before shipping. If fault or breakage occurs within 7 days of delivery, under normal wear and tear circumstances, please contact us for assistance. Please note, customers pay return or exchange postage fee. MoonLake Designs is not responsible for any damages caused by customer misuse or negligence. To ensure your bag stays in the best condition, please read care instructions under Product Care.

We currently ship using USPS and UPS. MoonLake Designs is not responsible for lost or missing packages. We cannot replace items once a tracking number is provided. MoonLake Designs is not responsible for damages that occur by shipping agents. We recommend you reach out for assistance to the shipping provider who assigned the tracking number for your product. 

USPS can be contacted through https://www.usps.com

UPS can be contacted through https://www.ups.com/us/en/help-center/claims-support.page

What size are your small, medium, and large bags?

⇸ We offer many different styles of bags in multiple sizes. Dimensions and features are available in product descriptions to help you determine the best product for your needs.

✧ Friendly Reminder ✧: All sales are final. We cannot exchange, return, or cancel your order so please choose carefully.

If you have any additional questions please read through our FAQ or contact us at moonlakedesigns@gmail.com