FAQ – Felfira Moon Designs

Frequently Asked Questions

Christmas & GPSR Updates

I WANT TO ORDER IN TIME FOR CHRISTMAS, WHEN WILL YOU BE OPEN/CLOSED?

Here are our opening/closings from now till our Christmas break:

Closed: November 21st to 25th
Open: November 26th to November 30th
Closed December 1st (We'll be at Makers n' Bakers Market on the 1st in Leith, come visit!)
Open: December 2nd to December 5th
Closed for Christmas break: December 6th

**Please note that we cannot guarentee any products in time for Christmas as shipping is completely out of our control. Please order early to avoid dissapointment!**

gspr - Shipping to europe/NI stopping november 30th

From December 2024, the new General Safety and Performance Requirements come into effect in EU/NI for ALL businesses.
Being compliant with this new regulation is not possible for us financially at this time and there are heavy fees to pay if we continue to ship while not compliant.
Unfortunetly this means that November 30th will be the last day any EU countries (that we can currently still ship to) can order from us. From December 2024 we will no longer be able to ship to anywhere in the EU or NI.

Product Related Questions

What do the product grades mean?

Each product is individually checked to determine what grade it falls under. No product is perfect! These lists are not extensive, this is just to give an idea of what to expect. Detailed breakdowns of each grade are shown below.

~ A GRADE: Will have small flaws such as tiny scratches and/or tiny marks/dots etc. Not very noticeable at all.
~ B GRADE: Has more flaws than A GRADE but mostly noticeable more close up. These are great for those on a budget but still want a nice looking product.
~ C GRADE: Has the most flaws that are much more obvious to the naked eye, even from a distance.

PLEASE NOTE: Photos of individual products and their errors CANNOT be provided.

What is a Pre-order?

Sometimes we will put some product designs up for pre-order on the shop. These will be product designs already in production or items we wish to make. Pre-orders help to make sure the products you want get made! We usually offer a limited number of pre-orders at a reduced price. The pre-order post will state the expected time frame for the design. Please note that these can change based of things out of my control. Frequent updates will be on the FMD Instagram. If there are any severe delays, FMD will email customers directly.

Will you restock X product/design?

As of late 2023 I will not be making any more enamel pins, due to multiple reasons including a metal contact dermitisis I seem to be developing on one of my hands. So the answer to this is no for enamel but if a design is wooden or other material then a restock is a possibility.

Ordering & Shipping Questions

I WANT TO PLACE AN ORDER, WHERE DO YOU SHIP TO?

Felfira Moon Designs is based in the UK so can ship to everywhere that Royal Mail can deliever/send to.

*FROM DECEMBER 2024 ONWARDS WE WILL BE UNABLE TO SHIP TO ANYWHERE WITHIN EU DUE TO PACKAGING ACT LAWS & NEW GSPR*

WHEN WILL MY ORDER DISPATCH?

Felfira Moon Designs aims to dispatch all orders within 3-5 days.

During busy periods (such as shop reopenings, new product launches and holiday season etc) this may extend as long as 15 days. If there any major delays, the announcement bar at the top of the page will have this information. Please keep these dispatch in times and place your order with plenty of time for it to reach you. Dispatch time does NOT include shipping times.

Please note: if you place multiple orders they may or maynot ship together depending on how busy the shop is. Please contact us if you wish to have orders ship together.

CAN I GET MY ORDER EXCHANGED/CANCELLED/REFUNDED?

Please use the contact form or email felfiramoondesigns@gmail.com to discuss options for cancelling an open order (before the item(s) ship) You have 14 days from reciving your order to contact us about returning or exchanging item(s) All returns and exchanges postage must be paid for by the customer and proof of return must be provided.

I ENTERED THE WRONG ADDRESS AT CHECK OUT! WHAT SHOULD I DO?

Contact FMD ASAP! Send an email to felfiramoondesigns@gmail.com with your order number and the correct address so this can be corrected before your order ships.

I'M OUTSIDE OF THE UK, WILL I HAVE TO PAY CUSTOMS/IMPORT FEES?

If you are outside of the UK, then yes you will be subject to customs/import/VAT fees, which are set by your country. Felfira Moon Designs has no control over these fees. If you refuse to pay these fees and the package is returned, you will be refunded the amount for the items but NOT the shipping costs. If the package is not returned by the postal system, no refund will be given. Please note rejected packages can take months to be returned to sender.

What are my SHIPPING options?

Shipping types are as follows:

UK shipping options are 1st Class & 2nd Class which are UNTRACKED and Tracked 24/48 which have partical tracking. This means the 'tracking number' will only update when an attempted delivery has been made.

International shipping options are International Standard which is UNTRACKED. International Tracked is a fully tracked service (to most but not all countries)

Shipping prices are determined by weight/package dimensions and location as provided by the Royal Mail website and are checked regularly. If you want to see how much your shipping will be, please go to the check out page where this will be calculated based on the items in your cart and your location.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Arrival times will vary depending on where you live and when you order.

UK: Currently, items within the UK are taking a couple days to a couple WEEKS to arrive. If your package has not arrived within 3 weeks, please do get in touch.

Outside of the UK are taking a week to a couple MONTHS to arrive. Please be patient. If your package has not arrived within 2 MONTHS, please do get in touch.

These shipping times/speeds are completly out of FMD's control. During busy times such as the holiday season you may experience even longer shipping delays. As such we CANNOT guarentee any orders in time for gift giving this holiday season.

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