FAQ
+ Where can I find my order number to register my package?
The order number can be found in the confirmation email you received after placing your order. It is a five-digit code. If you did not receive this email correctly, our customer service will be happy to assist you.
+ What should I do if I purchased an item on sale or with a discount? Will I get a refund, or can I exchange it for another item?
For items ordered during a sale or discounted items, you can only exchange them for other items or receive store credit. If there is no sale or the product is not discounted, you can return it for a refund.
* Sale items cannot be exchanged for cash. You can exchange your item for another product.
+ How long does it take for me to exchange my product?
Duration of product exchange: If you inform us that you want to exchange a product, we will process it as soon as possible, and the exchange will take place within a few days.
+ What should I do if a product is defective or damaged?
Unfortunately, sometimes a product gets damaged during shipping or production. We are happy to resolve this with you. Send a message to hello@moonahmae.com with a photo of the complaint. Our customer service will work with you to find a solution as soon as possible.
+ What if I want to exchange a product that is not available?
If the exchange product you want is not available, please contact our customer service. They will provide information on the estimated delivery time. If your product is no longer in stock during the interim, and you have already initiated a return, we will contact you to find a solution together.
+ If I am late in returning my product, is there an option to exchange it?
Late returns: We recommend sending your return within 14 days before the expiration date. If this is not possible for any reason, we offer the option to exchange the product for a replacement or voucher. Contact our customer service for more information.
+ When will I get my refund?
Refund duration: Our goal is to process returns as quickly as possible. Once your return is received in our warehouse, it will be processed within 10 working days. You can track when the package arrives at our warehouse using your Track & Trace code, provided with your return.
The 10 working days start counting from that moment. Once the refund is completed, you will receive a notification. Please note that it may take up to 3 days for the refund to appear in your bank account.
+ What to do with hygiene-sensitive items?
No refund is possible for hygiene-sensitive items.
In this case, the order must meet the following conditions:
Products where hygiene is crucial CANNOT be exchanged or returned.
This includes:
- Underwear, bodysuits, lingerie, socks
- Cosmetics, toiletries
- Bedding
- Event and party supplies
- Custom orders
- Single-use items
- DIY supplies
- Pet supplies
- Accessories (except scarves, bags, and mermaid blankets)