Return Policies

 

RETURN INSTRUCTIONS:

Please follow the instructions to return your items within 30 days of receipt to the address below. Include your order # on the outside of the package.

Web-Roots / Moonwallstickers.com
Order #
Rua Quinta do Bom Retiro, 9 – N4
2820-690 Charneca / Almada – Portugal

 

RETURNS AND EXCHANGE DETAILS:
 

If your Moonwallstickers product doesn’t meet your expectations and you wish to return*:

1) Buyers are responsible for return shipping costs.
2) It must be returned in its original condition.
3) It is required a trackable shipping service when returning your package to our warehouse (Note: If the return is shipped without a tracking number and by any chance, the package gets lost, the refund won’t be processed).
4) The refund of the product will only proceed after the product arrives at our premises.
5) The delivery shipping costs aren’t refundable.

*This process also applies to the following cases:
– Choose the wrong size/color/pattern;
– The product doesn’t fit (item’s measurement is the same as in the description);
You may request our store for a pickup quote regarding the return of the product.

Note: In the case of free shipping products that are returned for the reasons above, it will be deducted from the refund of the value of $12.

 

If your Moonwallstickers order returns to us:

– Failed Delivery:
The client did not answer the courier communications -> to possible refunds will be deducted 2x the shipping costs (Delivery shipping costs + Return shipping costs);
If the client wishes for the order to be shipped again -> will need to pay for the new shipping.
– The client refused the order – Damaged / Non Damaged Package -> to possible refunds will be deducted 2x the shipping costs (Delivery shipping costs + Return shipping costs).

 

If your Moonwallstickers product is defective:

1) You need to report it to us and send us photos of the defect, to Moonwallstickers [!at] gmail.com with your order number;
2) A possible defective product’s return will be analyzed by our client support team.
3) We will replace it at our discretion if it is defective.

 

If your Moonwallstickers product/packaging arrives damaged:

1) You have to report it to the courier when you receive the packaging (Note: if the client doesn’t report the damage in the act of the delivery to the courier, it won’t be possible for us to proceed with a refund or a replacement);
2) You need to accept the order from the courier (if the order is returned to us the return shipping costs are not refundable);
3) You need to report it to us and send us photos of the damaged packaging and/or product to sales@moonwallstickers.com with your order number;
4) We will immediately contact the courier;
5) We will replace it at our discretion if it is damaged.

**Note: If the damaged package it’s not reported to the courier in the act of the delivery, it can result in no replacement or refund of the damaged product.

If the client refuses the replacement of the defective or damaged product, we will proceed to refund only the value of the products in question.

Note: We do not accept returns on custom orders or samples. If the custom order or sample arrives damaged or defective, we will replace it at our discretion.

 

For more information regarding our return policy:

Call our customer service team at 00351 212 747 452 (English).
Have your MoonWallstickers order number at hand.
Contact us via email to receive a Return Authorization Number.
All returns must have an authorization number. We will not process your return without one.
Place your MoonWallStickers order in the package it was shipped in and clearly mark the Return Authorization number on the outside of the package.
It is required a trackable shipping service when returning your package to our warehouse.

Telephone: 00351 21 2747452
Email: sales@moonwallstickers.com

Monday – Thursday 09:30 to 18:00 GMT
Friday 9:30-17: 30 a.m. GMT

Weekends – National Holidays – Closed

 

IMPORTANT:

-CUSTOMERS ARE RESPONSIBLE AND HAVE TO MAKE SURE THAT THE PACKAGING AND ITEMS ARRIVE AT OUR OFFICE AS THEY WERE INITIALLY DELIVERED.

-IF THE CLIENT REFUSES THE SIGNED DELIVERY, HE WILL TAKE FULL RESPONSIBILITY FOR ORDER CONDITION.