FAQ
Below FAQ are some common concerns of our clients before purchasing the theme.
If you have other questions, please just send it toinfo@silvermoonlightart.com
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If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Delivery
Q: How long does it take to dispatch my order?
A: It depends on the type of item you purchase:
In-Stock Items: Orders placed on business days before 5:00 PM EST will be shipped the same day. Orders placed after 5:00 PM EST, on weekends, or during holidays will be dispatched on the next business day.
Custom & Made-to-Order Items: These unique pieces will be shipped immediately once the handcrafting process is complete. Please refer to the specific product detail page for individual crafting timelines.
Q: How do I get in touch?
Our friendly customer service team welcomes your correspondence. For any inquiries, please email us at info@silverrmoonlightart.com and we will get back to you within 1-2 working days.
For anyone looking to collaborate with Silver Moonlight Art as an influencer, affiliate or ambassador, please complete our contact form.
Q: Where's my order?
To track your parcel, please click "View your order", then click through on the tracking number hyperlink. Please note that tracking may not update for a few hours- if the tracking is not showing by the next working day, please let us know by contacting us via our customer service contact form.
Q: Premium Delivery
We offer Economy Shipping and Express Shipping. You can choose your preferred shipping method during checkout.
Orders over $99 are eligible for free shipping (Economy Shipping by default). If you require faster delivery, please contact customer service to upgrade your shipping.
Returns & Refunds
Q: Can I Return or Exchange Items?
A:SilverMoonLightArt wants you to shop with confidence and love every piece from us! We hope you'll be delighted with everything you purchase from us. However, if you are not completely satisfied with your purchase, we will provide return options for you according to our Terms and Conditions. See our Returns Information for details. We currently do not offer exchanges.
Q: How do I return an item?
A: Because our creations feature a mix of personalized handcrafts and curated items shipped globally, our return policy depends on the type of product you purchased:
- Custom & Made-to-Order Items: Due to the highly personalized nature of these creations, we do not accept returns, exchanges, or refunds for custom items unless they arrive damaged or defective upon delivery.
- In-Stock Items: You are eligible for a full refund, provided that the item is returned to our warehouse in China at your own expense. However, because international return shipping costs are exceptionally high (often exceeding the value of the item itself), to save you money and reduce carbon emissions, we highly recommend choosing our much more popular "Keep & Gift" Alternative instead:
If you choose our "Keep & Gift" Alternative, you do not need to mail anything back, and the following terms will apply:
- 28-Day Window: Please submit your request within 28 days of delivery. Requests beyond this window cannot be accepted.
- Keep the Original: You get to keep the original item. We will credit you the original item's value to choose any alternative item(s) from our shop for free.
- Shipping Fee: The total price of the new gifted items cannot exceed the original item's price. You will only need to cover the international shipping cost for the new package.
- Fair Use Policy: To prevent abuse and protect our independent artisans, this alternative option is limited to one request per order and is subject to fair-use review.
- How to Request: Please contact us with your order number, email address, and the links/details (size, color, quantity) of the new items you wish to receive.
- Promotional Items: If the original item was bought on sale, the store credit value will be calculated based on that promotional price.
- Processing Time: Please allow approximately 7 days for us to verify your request, confirm the new item details with you, and arrange the new shipment. We do not offer direct exchanges; please reorder if a different size/style is needed immediately.
- Taxes & Duties: Please note that the value of the alternative gifted items does not include local international duties and sales taxes.
Q: How long do I have to return or exchange an item?
Please return or exchange your items within 28 days of delivery.
Q: Can I cancel my order?
A: As our team and artisans begin processing and scheduling orders within 24 hours of placement, cancellation requests must be submitted as quickly as possible.
Please note that because our pieces are individually handmade, once the crafting process has officially begun (even within the first 24 hours), we can no longer cancel or modify your order. If the creation or fulfillment process has not yet started, we will do our absolute best to intercept the order and process your cancellation.
Q: Will my order arrive for Christmas?
A: To ensure your unique, handcrafted gifts arrive in time to be nestled under the tree, we highly recommend placing your order no later than December 10th.
Please note that due to the dedicated time required for our handcrafting process and the heavy seasonal volume of international shipping, we cannot provide any paid expedited shipping options to guarantee a Christmas delivery. Because slow craft takes time and holiday logistics can be unpredictable, we strongly advise shopping as early as possible to beat the rush and avoid any delays!