FAQ - Shipping and Delivery
We are here to assist you.
Common questions answered
Orders and Shipping
Processing time refers to the time we need to prepare your order. Our products are created by us in our 3D printers, so the orders may take a few hours to be shipped.
Most products will take no longer than 48 hours to be ready for shipping. Please check description of each product for more information.
It depends on which item you ordered and where you live.
Please check each item for more information about processing time.
We include a tracking code in all deliveries.
DELIVERY TIME
European Union:
– Tracked Shipment 5-8 business days
Rest of the World/Overseas:
– Tracked Shipment 8-15 business days
Please note:
- Orders shipped overseas during a busy season can take up to 30 days to arrive.
- We ship all orders from Portugal.
If you already placed your order and realized “oh… my address is wrong” – Don’t worry! Just try to message us as soon as possible regarding your order and we’ll change it!
You can track your order here.
If you have any questions, please contact us at info@moonflier.com.
We don’t have access to credit card information. Our trusted payment partners, whom you probably know already do that (like paypal!) and they don’t share that information with us.
All orders include Value Added Tax (VAT) in the price!
We ship worldwide with some exceptions.
Unfortunately we do not ship to: Brazil, China, Colombia, India, Indonesia, Lithuania, Malaysia, Mexico, Nigeria, Pakistan, Philippines, Qatar, Saudi Arabia, South Africa, Venezuela.
We make exceptions, please contact us if you are in one of these countries and really want to order from us.
In most situations, we will try to include all the items in one shipping package. This is due to cost effectiveness and also to do our part for the environment (use just the necessary resources for each shipment).
However, if you wish us to do different for your order, please contact us at info@moonflier.com.
The shipping times on the order checkout are provided by the shipping company. Those are the average times the packages take to arrive to each country.
Sometimes packages can be delayed, but they are never lost. In any case, we’ll help you mediate any issues with the shipping company to make sure you get the package!
Orders going overseas can take up to 30 days to arrive.
Please contact us if you need any clarification.
- We accept cancelations within 24h of the purchase.
- After shipping the order we can no longer cancel or change it.
We ship from Portugal so every country inside the European Union will be free of taxes when ordering from our website.
Non EU countries may be subject to customs and import fees.
The exact amount of such fees are determined by your local customs laws.
We recommend checking with your local customs office for more information on import taxes, customs duties, and handling fees.
MoonFlier doesn’t collect any portion of such fees and cannot be held liable for any taxes, duties, tariffs, or other fees assessed.
If customers refuse a package due to customs issues, including refusal to pay customs tax or duties, failure to provide requested documents, or other related issues, MoonFlier will not be responsible for any refund or reshipment of the refused package.
If you need to return an item
Returns and Exchanges
- We accept returns within 14 days like any EU based business. The items need to be unused and unopened in their original packaging. We do not accept returns in custom-made items, please check each item description for more information!
- In case of defective or wrong item was sent we will issue a refund of 100% of the value you paid.
- If you wish to return the item because you no longer want it, only the item value will be refunded, we will not refund the shipping cost.
This never happened before, but like every human, we also make mistakes!
Do let us know and we’ll fix it for you!
There should be a return address on your original package, if not, you can contact us to get an address if you don’t have it already.
You can contact us by pressing the message button or at info@moonflier.com.
Delays are not caused by us, they are caused by the shipping company. We will mediate any issues with them to make sure you get the package, but we cannot issue refunds unless we have the package back.
However we’ll refund your order after 30-40 days (depending on the location) from the shipping date.