Shipping policy
Shipping Policy
OVERVIEW
Moonlight Galerie pieces are handmade, carefully packed and shipped from the Czech Republic.
Each piece is prepared with care before shipping. As most pieces are one-of-one, handmade, made-to-order or adjusted individually, processing times may vary depending on the type of item.
SHIPPING METHODS
Available shipping methods are shown at checkout.
Depending on the destination, we may offer:
- delivery within the Czech Republic
- delivery to selected European countries
- personal pickup or personal delivery in Prague by prior agreement
- international shipping upon individual request
If your country is not available at checkout, please contact us at info@moonlightgalerie.com before placing an order.
PROCESSING TIMES
Estimated processing times after payment has been received:
Ready-made pieces: usually within 2–7 business days
Made-to-order pieces: approximately 2–4 weeks
Custom, adjusted or personalised pieces: timing will be confirmed individually before or after placing the order
During collection launches, busy periods, holidays or unexpected circumstances, processing may take longer. If there is a significant delay, we will contact you by e-mail.
SHIPPING COSTS
Shipping costs are shown at checkout before you complete your order.
Shipping costs may vary depending on the destination, selected shipping method and package size.
DELIVERY TIMES
Delivery times depend on the destination and the selected shipping method.
All delivery times are estimates only and are not guaranteed. Moonlight Galerie is not responsible for delays caused by postal services, courier companies, customs processing, holidays, weather, incorrect shipping information or other circumstances outside our control.
ORDER CONFIRMATION AND TRACKING
After placing your order, you will receive an order confirmation by e-mail.
Once your order has been shipped, we will inform you by e-mail. If tracking is available for your selected shipping method, we will provide a tracking number.
Please note that tracking updates may take some time to appear after the package has been handed over to the carrier.
INCORRECT SHIPPING ADDRESS
Please make sure your shipping address is correct before placing your order.
Moonlight Galerie is not responsible for orders delivered to an incorrect address provided by the customer.
If you notice a mistake in your shipping address, please contact us as soon as possible at info@moonlightgalerie.com. We will do our best to update the address before the order is shipped, but we cannot guarantee changes once the order has been processed or handed over to the carrier.
DAMAGED PACKAGES
Please inspect your package when it arrives.
If the package appears visibly damaged, please report the damage to the carrier and contact us as soon as possible at info@moonlightgalerie.com.
Please include your order number, a short description of the issue and clear photos of the packaging and the piece. We will evaluate the situation and do our best to help.
LOST OR DELAYED PACKAGES
If your package appears to be delayed or lost, please contact us at info@moonlightgalerie.com and we will help you check the status of the shipment where possible.
Moonlight Galerie is not responsible for packages lost or delayed by the shipping carrier, but we will do our best to assist you in resolving the issue.
CUSTOMS, DUTIES AND TAXES
For orders shipped outside the Czech Republic or outside the European Union, customs duties, import taxes, VAT or other local charges may apply.
These charges are the responsibility of the customer and are not included in the product price or shipping cost unless stated otherwise.
Moonlight Galerie is not responsible for delays caused by customs processing.
PERSONAL PICKUP OR PERSONAL DELIVERY
Personal pickup or personal delivery in Prague may be available in selected cases by prior agreement.
This option is not guaranteed and must always be arranged individually by e-mail or direct communication.
RETURNS
Return shipping costs are paid by the customer unless the item arrived defective, damaged or incorrect.
For more information, please see our Return & Refund Policy.
CONTACT
If you have any questions about shipping, please contact us at:
Moonlight Galerie
operated by Bc. Agathe Geffroy
Registered office: Radostín 8, 591 01 Radostín, Czech Republic
IČO: 29718945
E-mail: info@moonlightgalerie.com
Website: moonlightgalerie.com