Shipping & Returns
What shipping carrier do you use?
We offer UPS Ground domestic shipping within the 48 contiguous U.S. states, excluding Alaska and Hawaï. Shipping costs will apply, and will be added at checkout. Shipping is calculated on your net order, after any discount code or gift card applied, and before sales tax. In some counties, a sales surtax is imposed (county tax). We run discounts and promotions all year, so stay tuned for exclusive deals.
Please note, we ship to any residential and business addresses, but - as per UPS policies - we are unable to ship to P.O. boxes.
How long will it take to get my order?
It depends on where you are. Orders are usually processed within 1-3 business days, and ship from our workshop in Massachusetts Monday through Friday. Transit can take up to 7 days to the west coast. Delivery details including a tracking number and ETA will be provided once your order is on its way.
Please note, we process and ship authorized purchases only. We reserve the right to change or cancel any order due to unauthorized, altered or ineligible information. We will always contact the customer first before cancelation.
We can offer express shipment via UPS. Please email firstname.lastname@example.org with your order summary to know the rates. Remember that the costs are calculated based on the size and weight of your order.
Can I return or exchange my products?
We always hope that our customers enjoy their DemiLune products! But, if for some reason you wish to return your purchase, we are happy to help. Returns are accepted within 7 days of reception of the order. Just email us at email@example.com directly and we’ll take you through the process. And don't forget to provide us with a copy of your original receipt and the product(s) you wish to return.
Please note, we do not accept returns of used and opened products. Also, we do not offer returns on wearables.
How do you proceed returns?
Please, pack your order very carefully in its original shipping box if possible. Our products are fragile and we won't issue a refund on a broken item. Once we receive your return, we will check the condition of the products and packagings. We offer refunds as long as the goods are in resaleable condition. We will then proceed to refund the original form of payment within 1-3 business days.
Please note, you will be responsible for the shipping charges back to the DemiLune workshop and we do not offer refunds on shipping charges.
What happens if I received damaged products?
We replace damaged items or offer a refund. Upon receipt of your order, please check carefully your shipping box as we are always very careful with our packing. But, unfortunately, packages get sometimes damaged during transit. If your package is damaged upon reception, please check the products inside and notify us immediately at firstname.lastname@example.org. Don't forget to send us photos!