CUSTOMER CARE
We will respond to every email within 24-48 hours, Monday to Friday, excluding holidays.
PLEASE SUBMIT ALL THE INQUIRIES RELATED TO CUSTOMER CARE to the contact form below.
SHIPPING
-Domestic Shipping Rates (USA):
Ground: $9 – Deliver within 3-7 business days
Express: $11 – Deliver within 1-3 business days - Please purchase under the venus in black shop
-International Shipping Rates*: Please check the shipping rates!
All the regions: $35 - 40, 7-14 business days, depending on each region and custom process (Asia regions rate will be depending on your country)
Free International Shipping on all orders over $500
*For shipments going outside of the United States, please note that the International Shipping fee is not inclusive of any customs or import duties that could be levied on your order when the package reaches your destination.
*An Indirect Signature is required from the recipient at the delivery address on all orders valued at $250 or more. If no one is at the address, FedEx will reattempt delivery; Indirect Signature Required overrides any recipient release that may be on file for deliveries to nonresidential addresses.
*PACKAGING📦: we use recycled packaging boxes for our sustainability initiation. And we kindly suggest our customers to recycle/reuse the box.
For the dust bag* for accessories: excessive fabrics are thrown away due to a small tiny defect and end up ruining our environment. Moon chang studio sourced all the abandoned fabrics from local fabric mills to give the second life to reduce excessive wastage. Please appreciate the imperfect beauty of our dust bag, and carry your personal belongings with it💄🎁💝. Love with care…❤️🏞️
RETURN/REFUND
Moon Chang Studio Return Policy
Returns within 14 days
You have the legal right to return your order within 14 days of receipt of the goods. In this case, any sum debited from your credit or debit card will be re-credited to your account as soon as possible and in any event within 5-7 business days from the day the refund is made.
*To return your product, you should submit the contact form,
https://moon-chang.com/contact, AND SELECT “CUSTOMER SERVICE”.
Please state the reason of your return in your email and your order number.
Please note that all shipping costs are the customer’s responsibility and will not be supplied or refunded by Moon Chang Studio.
FREE SHIPPING FOR RETURN IS ONLY LIMITED TO THE ITEMS WITH DEFECTS. Items that are damaged as a result of normal wear and tear are not considered to be faulty.
All returns are subject to the review and approval of Moon Chang Studio staff.
Returns after 14 days
Returns received outside the above time frames will not be accepted.
Exchanges
We do not currently offer exchanges, if you would like to exchange your item we recommend returning your item and submitting a new order for your desired alternative.
FOR SIZE EXCHANGE, WE ARE LIMITED TO THE SIZES, SO PLEASE CHECK THE SIZE CHART FOR Moon Chang STUDIO.
Please note that you have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, your entitlement to a refund may be affected. We request that you do not remove tags and hygiene seals until you are completely satisfied that the items will not be subject to return within 14 days. We also request that items are returned with their original packaging including,
Upon receipt of an order, if any item has been delivered with no tags, you should notify us by email on the same day OF THE ARRIVAL WITHIN 24 HOURS. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.
The following items may not be returned:
- PersonaliZed/CUSTOM MADE items or goods which have been made to a customer's specification
- INTIMATE OR SANITARY GOODS CANNOT BE RETURNED DUE TO THE HEALTH AND SAFTY ISSUES.
CUTSTOMS/PROTECTION
Please be aware that international customs duties are NOT refunded for shipments outside the USA. It is the customer’s responsibility to retain copies of all tracking information and to ensure that the returned goods arrive to Moon Chang STUDIO within the above stated timeframe. Please note that DSMNY E-SHOP does not accept liability for returned goods.
When returning items you are strongly recommended to obtain proof of shipment or the relevant shipper's airway bills and documentation. We cannot accept responsibility for parcels lost in transit and you are advised to arrange your own insurance. We will only refund or provide an exchange for the costs of postage / transport where the item returned is defective.