Ordering and Shipping
IMPORTANT INFORMATION: ORDERING IN TIME FOR GIFT GIVING / HOLIDAYS
IMPORTANT INFORMATION: LAST DAY TO ORDER IN 2021
We will be closing on DECEMBER 1ST 2021 AT 6PM GMT. Last shipping day will be the 3rd at the latest depending on how many orders we need to ship. We will not be taking ANY orders after the 1st.
We will then reopen in early January 2022. Date to be confirmed.
WHEN WILL MY ORDER DISPATCH?
Felfira Moon Designs aims to dispatch all orders within 10 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 is an issue with your order that will delay it further than the times stated above, you will be contacted directly by email with options depending on the situation.
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.
I ENTERED THE WRONG ADDRESS AT CHECK OUT! WHAT SHOULD I DO?
Contact FMD ASAP! Send an email to email@example.com with your order number and the correct address so this can be corrected before your order ships.
CAN I GET MY ORDER CANCELLED/REFUNDED?
All sales are final. I do not offer customers the option to request an item exchange, cancellation or refund. However I do retain the right to cancel and refund any orders at any time without any prior notice.
I HAVE AN OPEN ORDER, CAN I MAKE A SECOND ORDER AND HAVE THEM SENT TOGETHER?
Yes we can but only if you follow the instructions given here: When placing a second order, please use the contact form on the Contact Us page or email firstname.lastname@example.org with your previous order number WITHIN 24HRS of your second order. Then we will make a note to combine them and refund you any shipping overages paid (shipping is based on weight, so depends on how much you order in total as to how much you might get refunded)
*Sometimes we do not spot orders with same name or address if there is a lot of orders so please do not assume we will combine orders if you have not contacted us*
IMPORTANT INFORMATION FOR EU MEMBER COUNTRY CUSTOMERS FROM JULY 1ST 2021 ONWARDS
*UPDATE AS ON NOVEMBER 2021* Due to issues with sending items to Republic of Ireland with Royal Mail and them being rejected by customs repeatedly, FMD are no longer accepting orders to Republic of Irlenad until further notice.
On July 1st 2021, new VAT rules and fees were introduced on packages entering EU member countries from outside EU member countries. This means that EU member countries customers are now subject to paying VAT and more in customs/import/handling fees upon the package arriving in the EU country it is being sent to. Becuase of the new checks at customs, there are serious delays in packages arriving with in EU member countries.
Felfira Moon Designs cannot charge VAT due to UK sole trader laws and thus has no control over any fees you may be charged. Please plan your purchase with these fees in mind.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Arrival times will vary depending on where you live and when you order. Please note that shipping delays have begun globally and this will only get worse in the run up to Christmas/holiday season. Currently, items within the UK are taking a couple days to a couple weeks to arrive. Outside of the UK are taking a week to a couple months to arrive. Please be patient and order early to avoid disappointment getting gifts in time.
HOW IS SHIPPING CALCULATED?
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 weill be, please go to the check out page where this will be calculated based on the items in your cart and your location.
CUSTOMS REJECTED MY PARCEL, WHAT CAN I DO ABOUT IT?
If the parcel is being returned due to no fault of the buyer then you will be given the option to attempt to ship again or a full refund, but this will ONLY be given when items have been recieved back to Felfira Moon Designs. This may take time as returned mail is usually a lot slower to be shipped back.
MY PACKAGE SAYS DELIVERED BUT I DON'T HAVE IT?! (APPLIES TO TRACKING ONLY)
Please contact your local postal service first to get them to investigate. Once that has been done, contact me with your order number and tracking number. I will then advise from there. Depending on the outcome (for example you made an error in the address) you may have to cover the cost of shipping to have a new package shipped to you.
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.