ANSWERS TO YOUR QUESTIONS
How much is the shipping?
Our Express shipping fee is between US$0 and US$9.99. Refer below for the shipping rates per region:
Region 1: Contiguous United States and Hawaii, EU (except for Lithuania), Argentina, Australia, Brazil, Brunei Darussalam, Cambodia, Canada, Chile, China, Hong Kong, Indonesia, India, Israel, Japan, Kazakhstan, Laos, Macao, Malaysia, Maldives, Mexico, Mongolia, Nepal, New Zealand, Norway, Philippines, Russia, Saudi Arabia, Singapore, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom, Vietnam
- Free on orders above $50
- $9.99 on orders between $0 - $49
Other regions: For any other region not mentioned above, shipping may be possible through DHL and other premium carriers. To contact our customer service for a custom quote, email us at email@example.com
How long does shipping take?After processing time, orders with Yunexpress take on average 7-12 business days to arrive.
Regarding Pre-sale items
Pre-sale items are specially reserved for you with one of our suppliers or partners, and we pay them before the merchandise is available for the public. This means that the processing of pre-order items can take longer than other items in our collection. In the case we estimate that your pre-order takes longer than our regular 1-8 business days processing, we will send you an email with the status, and on request we can partly ship you the in-stock items and separately ship the pre-order items free of shipping charges once they arrived to our warehouse.
I want to return items, what should I do?You can request returns by contacting our customer service email which you can find on the Refund & Return page. After submission we will send you the return instructions to your email. Please note that Pre-sale items cannot be submitted for a return. Some items due to hygiene reasons also can't be returned, please check the link to the return page above for details.
Please contact our customer service team ASAP and we will guide you on the process. Make sure the following criteria are met:
1. The item is unworn and unwashed
2. Different than what was ordered (item, color, texture, quality or overall look)
3. Notified us within 14 business days of receiving your package
4. Original tag(s), wrapping(s) or box(es) are intact
Refunds for defective merchandise will be made directly back to the corresponding credit card or PayPal account.
How do I change my email, shipping address or other information?
You can change your personal information on your account by going to My Account > Account. If you want to change information on your placed order, contact our Customer Service Team ASAP. Email us and let us know the adjustment request. Please note that we cannot change address information on orders that have been shipped out. When your order status is 'Order Ready', it means your order has been shipped out.
When do I receive an order confirmation email?
When do I receive an shipping confirmation email?
Customer service contact: firstname.lastname@example.org
Germany - Verpackungsgesetz (LUCID Packaging Register)
In 2019 Germany’s Packaging Act VerpackG came into effect, imposing requirements on online retailers selling to buyers in Germany. The Packaging Act promotes recycling and reuse of packaging materials (e.g. cardboard boxes, tape, and bubble wrap).
Our company Moonguland is registered at the Packaging Register of the Stiftung Zentrale Stelle Verpackungsregister (Foundation Central Agency Packaging Register – ZSVR) with registration number DE1510134874603. My Dual System Licensing partner for the collection, sorting & recycling of the packaging is ACTIVATE by RECLAY.
As consumer please ensure that all received packaging is disposed of in the right recycling containers, paper and cardboard in the container for all paper & cardboard, and plastics in the container for all plastics.