Ordering and Shipping
I WANT TO PLACE AN ORDER, WHERE DO YOU SHIP TO?
Felfira Moon Designs can ship to everywhere that Royal Mail can deliever/send to apart from a few EU countries due to new packaging act laws. This out side of our control. Please see list of EU countries we cannot ship to in the Shipping info section.
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 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.
CAN I GET MY ORDER EXCHANGED/CANCELLED/REFUNDED?
Please use the contact form or email firstname.lastname@example.org 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 email@example.com with your order number and the correct address so this can be corrected before your order ships.
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*
SHIPPING TO EU MEMBER COUNTRY CUSTOMERS
PLEASE NOTE: Currently we are unable to ship to:
France, Germany, Poland, Greece, Lithuania, Luxembourg, Bulgaria, Cyprus, Latvia, Portugal, Romania, Sweden, Slovakia & Spain.
This is due to new packaging laws out of FMD control.
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.
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.
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.
SHIPPING TYPES & PRICING
Shipping types are as follows:
UK shipping options are 1st Class & 2nd Class which are UNTRACKED and Signed for 1st Class & Signed for 2nd Class 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. This is due to short staffing and closed depots within Royal Mail's system. 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. As such we CANNOT guarentee any orders in time for gift giving this holiday season.
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.