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FAQs

 

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. What are your shipping costs?

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

3. What if I change my mind ?

Hija de la Luna will happily accept returns due to change of mind as long as a request to return is received by us within 3 days of receipt of item and are returned to us in original packaging, unused and in resellable condition.

Refunds (if applicable)
Once your return is received and inspected, 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 your credit card or original method of payment, within 3 business days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.  Refund back into a debit card usually takes between 7-10 business days.
If you’ve done all of this and you still have not received your refund yet, please contact us at hijadelalunastore@gmail.com.

 

4. How long does shipping take?

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 days

 

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

 

4.3 How long before my items are dispatched?

Orders are usually dispatched within 7-10 business days of payment of order

Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

   

4.4 Where is my order?

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation

 

5. How can I track my order?

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

 

6. Parcels damaged in transit, what do I do?

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

 

7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website

 

7.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Hija de la Luna encourage you to be aware of these potential costs before placing an order with us.

If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Hija de la Luna at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

 

8. How long do I have to cancel an order?

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been printed. If an order

has already been dispatched, please refer to our refund policy.

 

9. Customer service

For all customer service enquiries, please email us at hijadelalunastore@gmail.com