Shipping and Return Information

 

Standard Shipping Charges (within BC)

 

Amount Purchased:

up to $15.00                                                 $8.95

$15.01 to $25.00                                          $10.95

$25.01 to $45.00                                         $12.95

$45.01 to $65.00                                         $15.00

$65.01 to $90.00                                         $16.95

$90.01 to $125.00                                        $17.00

$125.01 to $200.00                                      $21.00

$200.01 + over                                              $24.00 +

Note: Standard shipping and processing charges are applied for each shipping address.

= extra delivery and processing surcharge for larger items

Shipping Rate outside of BC

PROVINCES

SURCHARGE FEE*

AB                                          $8

MB-ON-SASK                        $10

NL-NB-QC                             $12

NS-PEI                                   $16

YU-NWT                                $10

  • Canadian Orders/ Customers are subject to pay all applicable taxes.
    • US. Orders: Please be aware that customers in the US. will bear the sole responsibility for any taxes and duties your local customs office may charge. We are required by law to disclose the full value of the package contents and cannot alter this value. If you refuse any shipment from moon & twig you are still responsible for the original shipping costs as well as any duties, taxes and custom charges. The amount will be deducted from your house credit. We cannot be responsible for any Custom’s actions (damage, duties, and fees) upon opening your package as well as any associated costs of returning the package to us.

Refunds and Exchanges

In an effort to process your returns as efficiently and accurately as possible, we have created the following guidelines. Thank you for your cooperation.

Please send all returns to:

moon & twig, 

902 - 1483 West 7th Avenue,

Vancouver, British Columbia V6H 4H6

Credit will be given on your return and will be a house credit only to be used towards future purchases less shipping and handling costs. Credits must be used within 12 months. Cash refunds will not be issued. 

All shipping and handling costs are the responsibility of the purchaser and will be deducted from the credit note. 

With each return please include a detailed packing slip with your company name, address, date of return. For each item please include the description, quantity and price. Items returned must be insured and shipped with a tracking number. If the item is damaged or broken during return shipping the buyer is responsible for the item loss. We also require a receipt of purchase.

All items must be returned in their original condition and packaging.


Exchanges (if applicable) 

We replace items if they are defective or damaged. 


Other Policies and FAQs

Damaged goods policy: 
If an item(s) becomes damaged during shipping a full exchange of the merchandise price will be issued less the shipping and handling.
* Shipping and handling costs are non refundable

If we made a mistake on an item sent to you, or it is faulty or damaged, we will refund the delivery charge that you have paid to receive that item - unless it was sent to you with other items that you are not returning.

Expected time of delivery

In-stock items will be shipped in approximately 3-5 days
Special orders average time is 4-8 weeks
Custom Orders 4 to 12 weeks.

*Dye-lots: We do our best to maintain consistent dye-lots however as each piece is made by artisans, some variation may occur.