SHIPPING

Your order is being shipped from Perth, Australia and we dispatch orders within 2-4 days of the order being placed. Please note that potential delays could be due to public holidays, COVID delays, transit delays such as mail and parcel processing facility staff shortages. COVID related airline disruptions such as fewer flights available to transport mail and parcels and this may cause longer delivery times.

We are not responsible for any delays in transit & will not be refunding for delays unless the parcel is deemed as lost in transit by Australia Post after a formal investigation.

At the moment the delays are worse than usual due to limited flights & staff due to COVID regulations. There is a lot of backlog of parcels at the post. We do our best to package and post on time, however once the parcel is taken to the post office, it's in the hands of the post and we can not speed up the shipping. 

Australia Post is used for all of our shipping, please see estimated times of delivery below. As we are a very small business, shipping availability for countries are limited but should there be a demand for other countries we will look into expanding!

Estimated Times of Arrival



Australia

Standard Parcel Post: 3-6 business days



New Zealand

Standard NZ Metro: 10-15 business days

Economy Air International: 25+ business days


United States

Standard International: 10-15 business days

Economy Air International: 25+ business days



United Kingdom

Standard International: 10-15 business days
Economy Air International: 25+ business days


Individual bookmarks are sent in a an envelope as a LETTER without tracking, ETA 2-8 business days for Australia and 15-25 business days for rest of the world.

If your order is taking longer than the estimated time, please double check the submitted address, with your local post and finally, contact us with your inquiry. 

Please don't leave it too long - get in touch sooner rather than later after estimated time so we have a better chance of tracking your order and lodging a claim with our shipping carrier. 

Email: moonlight.notes@outlook.com We will reply within 1-3 business days.

CUSTOMS

Please be aware that taxes and duties may be charged for international shipments. All applicable customs and import duties and fees, taxes and any other charges are the responsibility of the customer, even if you refuse the shipment upon delivery.

Customs authorities require by law that we state the value of your order directly on the package. Customs agents have the right to release or deny release of your package and, in rare cases, they may also delay delivery.

RETURNS AND REFUNDS


Our policy on returns must be made within 30 days of receiving your goods. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. Preferably returned in the same packaging as received. To complete your return, we require a receipt or proof of purchase and an image of the item unused in original packaging.

* We do not cover shipping fees for a return *

Refunds for returns 

Once your return is received, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to original method of payment, within a certain amount of days. We will not be refunding shipping fees, item cost only.

Return Shipping

To return your product, please first email moonlight.notes@outlook.com 
Include your order number in the email. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Refunds or replacements for damaged items

If an item arrived damaged in transit, you are eligible for a free replacement or a partial refund of item cost depending on severity of the damage. Please email a photo of damage, and order number to moonlight.notes@outlook.com

Item not delivered by your local post 

If your order was not delivered by your local post as no-one was home or the parcel was not picked up by the customer from the post office in time, usually it will automatically return back to us. In this case, once we receive the parcel back, you are eligible for a refund of your order minus the shipping fee. Alternatively, you can request for your order to be shipped again, in which case the shipping fee again will have to be covered by the customer.

If the parcel has not been returned to us, and the order has been missing for over 6 weeks past the estimated delivery date, we are unable to accept your claim, as after that our chances of finding your parcel are practically zero.

It's always best to get in touch sooner rather than later so we can lodge a claim with the carrier.

Please note that if you entered the wrong shipping address, and we delivered to said wrong address, we will not be able to refund your order or the shipping costs.

Refunds or replacements for items deemed as lost in transit

Unfortunately, recently we have been forced to manage the current shipping disruptions caused by COVID.
As disheartening as it is, we do not have control over these delays. The best we can do is open a case with Australia Post and see what they say. 

If the parcel is deemed as lost in transit, we will either refund your order in full OR arrange for a replacement order to be sent.


Alternatively, if once you finally receive the parcel and you choose not to keep your order and would like a refund, it can be returned back to us. Return shipping will be paid for by the customer.



Digital Items
Digital items are non-refundable and non-exchangeable. If you have any questions or concerns about a digital item, please reach out and we will assist the best we can to alleviate any uncertainty!

Thank you for your patience, understanding and support, as a small business we try our best!