FAQ

Refund and return policy

How does Moonlight Tokyo handle refunds and returns?

By default, Moonlight Tokyo Shop only offers reprints or replacements for lost orders or faulty products . Only if there are subsequent issues with the replacement will a refund be provided and this will always take the form of Moonlight Tokyo promo code.

Products are unique and produced to order, therefore, they are non-refundable. Once an order has been sent to production it is sent to the provider and you can no longer edit any details or cancel it. If the shipment details were incorrect, or the customer ordered the wrong size or color, Moonlight Tokyo Shop is not responsible and will not offer replacements or refunds (See: General shipping information 5 & 6). 

If you have an issue with your order, you have to contact Support at Moonlight Tokyo Shop directly([email protected]) and provide all necessary information and photographic evidence. After investigation, Moonlight Tokyo Shop will determine if you are eligible to receive a replacement. Eligible replacements have no cost for you.  Note: Please do not send your purchase back to the manufacturer.

Moonlight Tokyo Shop is not responsible for any damages to any merchandise once the item has been worn or washed.

General order information

1. Once an order has been processed

Moonlight Tokyo Shop cannot change any information on an existing order once it has been processed, including but not limited to the shipping address, billing information, size, item, or quantity.

Additionally, orders cannot be cancelled after processing, and are subject to refund and return policy. 

2. Sales tax

All the prices include tax.

3. Orders over the phone

Orders can only be placed through the website. We do not accept orders over the phone.

4. If a color or size variant does not appear online

Merchandise is limited to the sizes, colors, and variants listed on our website. If a size or variant does not appear online, it is currently unavailable.

5. Sort of compensation

Customers have up to a maximum of 60 days from the date of shipment to claim their package as lost in order to receive any sort of compensation regarding their order.

6. Other(prices, stock, promotions, etc.)

Unless otherwise specified, product prices already reflect discounts.

All offers are limited to stock on hand; no rain checks or vouchers are available unless otherwise noted. Not valid on prior purchases, gift cards, gift certificates, taxes, shipping, or handling and processing charges.

Offer may not be combined with any other sale, promotion, discount, code, promo, coupon and/or offer.

Promotions have no cash value.

Offer cannot be sold, transferred, or otherwise bartered. Void where prohibited, taxed or otherwise restricted.

Moonlight Tokyo Shop has the right to end or modify any promotion at any time at its sole discretion. Other restrictions may apply. Offers only apply to the united states unless otherwise noted.

General shipping information

1. Shipping and delivery dates

In most cases, orders are shipped within 2-3 business days.

Shipping and delivery dates are not guaranteed unless otherwise specified.

2. Tracking information

Once your package has shipped, you will receive tracking information via the e-mail provided with your shipping information.

3. Orders inside the U.S.

Orders inside the U.S. normally arrive within 3-7 days of the ship date unless otherwise specified.

Shipping delays can occur and we are not responsible for the speed at which orders arrive once they have left our facility.

4. Orders outside the U.S.

Orders outside the U.S. normally take 2-4 weeks from the ship date to reach their destination.

5. Lost packages due to shipping addresses provided incorrectly

Moonlight Tokyo Shop is not responsible for lost packages due to shipping addresses provided incorrectly.

Shipping delays will occur if an incorrect address is provided at checkout.

6. If your package is returned to our facility due to shipping error

If your package is returned to our facility due to shipping error, Moonlight Tokyo Shop will contact you for an updated address via the e-mail provided with your shipping information.

If Moonlight Tokyo Shop does not receive a response within 10 business days, Moonlight Tokyo Shop holds the right to refund your order.

This applies to all merchandise orders, including limited edition and pre-order sales.