Shipping & Returns

I just placed an order. When will it be shipped?
While styles are currently made to order, please allow 2-4 days for your clothing to be made. If you placed a large order, I will contact you about the realistic time-frame and ship it all together.
Everything is made by hand and with love and care.

I have to change something on my order!
Please let me know within 24-48 hours max if you would like to change your colour/size/style etc as I may have already started creation of your clothing.

I have a special request for my order. Can you ... ?
Feel free to leave a note at the bottom of your order at check-out and I will get back to you.

What is your return policy?
As everything is made for you, I am currently accepting exchange or store credit only. Please keep your Order # handy for reference.

How do you ship?
* I use Canada Post and will ship anywhere possible.
* I use 100% recycled EcoEnclose packaging. 
* Your package will always include tracking and insurance to provide the most trusted and safe option. 
* Standard shipping is free on orders over $100. (Before taxes and after discounts).
* Please contact me with your Order # to arrange rush/upgraded shipping options. 
* Sorry, not responsible for lost or stolen packages.

The following in-depth shipping policy is provided again checkout:

Returns and Exchanges

** As our products are currently made-to-order, we can offer exchange or store-credit at this time. Refunds will only be offered on faulty or incorrect items. **

* To complete your return, we require your Order # and request a heads-up via e-mail.
* Returned packages must be sent within 30 days of shipment/fulfillment of your purchase.
* To be eligible for a return, your item must be unwashed, unused and in the same [sellable] condition that you received it.
* For accuracy and efficiency, please include a detailed note in your package with your Order # and any requests you may have.
* No underwear may be returned.
* Sale/Clearance items are final sale. If needed, please contact us for more info.
* Gift Cards are for store credit with no cash value.

To return your product, please reuse your Eco-Enclose envelope and send back to us!

If you are returning items from anywhere outside of Canada:
Use regular postal service such as USPS and not a courier service.
PLEASE write visibly on the outside of the package "Return - Made in Canada" or "Returned Canadian Goods" along with a $0 value as we cannot cover the duty fees/charges to receive our package.

** You will be responsible for paying for your own shipping costs for returning/exchanging your item.** Rates are negotiable.
IF you receive a refund for your item, the cost of your return shipping can be negotiated for a refund as well, as per discussion. **

If you are shipping an item worth over $75, please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and cannot be responsible for lost or stolen mail.

Once your return is received, we will send you an email to notify you regarding your request. A store credit will be automatically sent to you with a unique personal code for use.
IF a refund applies, it will be credited to your original method of payment within a certain amount of days and you will receive a confirmation e-mail.

There is often some processing time before a refund is posted to your account.
Please be patient and give 3-5 business days to receive. If you have any questions or concerns, please contact us at moonlitprincess@outlook.com.

If an item was PURCHASED by someone else (different name, address) and SHIPPED as a gift to you/your address:
If it does not suit your fancy or is the wrong size, we will happily send whichever item/colour/size you prefer.
We will calculate the difference in value between items and credit/charge either you or the original buyer (with permission). .

If the original buyer/gift-giver had the order shipped to themselves to give to you later, we will send the credit/refund to the gift-giver and they will be contacted about your return where you can discuss the desired outcome.

Any and all questions can be sent to moonlitprincess@outlook.com ❤