When will my order Ship?
We aim to process and ship your order as quickly as possible. Typically, your order will be shipped within 2-3 business days after it has been placed, excluding weekends and public holidays.
How long does shipping take?
Once your order is shipped, you will receive a confirmation email with the tracking details of your package. Depending on the carrier and shipping option selected, the estimated delivery time may vary.
Please note that unexpected delays may occur due to factors beyond our control, such as weather conditions or carrier delays In such cases, we will do our best to keep you informed and resolve any issues as quickly as possible.
If you have any questions or concerns about the status of your order, please do not hesitate to contact us.
What is your Return Policy?
You have 14 calendar days to return an item from the date you received it. To be eligible for a return, your item must be:
・in the same condition that you received it
・it must also be in the original packaging.
Please contact us via email and provide us with your order number and the reason for the return. We will provide you with instructions on how to proceed with the return.
When will I receive my Refund?
Once we receive your returned item, we will inspect it and notify you of the status of your refund.
If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within a 5-7 days, depending on your card issuer's policies.
My package is lost, what to do?
If you haven't received your package, please contact the carrier. If the investigation confirms that your package is lost, you will need to lodge a dispute with the carrier using the tracking number we provided. Unfortunately, we cannot initiate this process on your behalf. However, we will do everything we can to assist you in resolving the issue.
My items came in broken or damaged, what to do?
We do our very best to make sure your items are packed securely, so that they get to your home safely. However when packages are brought to the post office, it's no longer in our control how the packages are handled.
Therefore, MOOON Crystals is not liable for any damaged of broken items. Please contact your local postal service.