FAQ

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 hello@moonguland.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.
How do I make an exchange instead of a return?
Exchanges are possible through a request to our customer service team. Contact at hello@moonguland.com for exchanges. Please note that additional costs for exchanges (return shipping and shipping the exchange item) are at customer cost.


I received a defective item, what should I do?

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?

After the payment of your order has been processed, you will receive an order confirmation email from us within a few minutes. If you have a problem receiving the order confirmation email, contact our customer service team so we can confirm the status of your order.

When do I receive an shipping confirmation email?

As our orders take 1-8 business days to process, you can expect a shipping confirmation email within this time period. Depending on the status of our manufacturers, some products may take longer. Because of the nature of the Asian fashion market, some delays are inevitable and can delay your order. Consult our shipping policy for more details.
Customer service contact: hello@moonguland.com


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.