FREQUENTLY ASKED QUESTIONS
How do I know my size?
In each of our pieces you can find the details about the measurements, which are standard. If you consider they are not adequate for you, please contact us and we will be delighted to help you. For your peace of mind, a change of size has no additional cost, although it will require more time to craft it and get it delivered, (but we will do it as soon as possible).
To which countries does Pepita Moon ship to?
Pepita Moon ships orders anywhere in the world. The shipping costs vary depending on the place of delivery and the volume and weight. Shipping costs will always appear detailed before making the payment.
For more information visit our shipping and returns page.
What About delivery times?
Once the order leaves our warehouses, the usual delivery time in the Iberian Peninsula is 24 hours, although we estimate 3-4 working days for any possible incident, Europe 5 to 10 working days, and 10 -15 working days to the rest of the world. We do not make partial deliveries of orders, if we do not have any product of the order we will wait until we have all of it to proceed with its shipment and we will inform you of this situation.
What Guarantee do Pepita Moon’s products have?
Yes, of course, in addition to the 2-year Warranty required by Law, at Pepita Moon we are so confident and proud of our Parts that we include an extension of this warranty for an additional 3 years. Therefore, we give a 5-year guarantee for all our products against manufacturing defects.
Do prices include VAT?
The VAT (21%) is included in the price of available items in our web for products shipping to the UE.
Is possible to receive periodic information in my email with the latest news and offers?
Yes. You only have to sign to receive our newsletter in the web or when placing an order.
Can I unsubscribe from the registry?
Of course you can, to do so you only have to send an email to email@example.com.
How do I contact PEPITA MOON?
Any other question? Need any more info? We’ll be happy to help, go the CONTACT page in our site and choose the method you prefer.
Can I cancel my order if I change my mind?
Yes, as long as it hasn’t already been handed out the courier.
Is it possible to make a product change?
We don’t accept product changes, you must make the return and buy the product again.
Is it possible to make a return?
The Law recognizes the customers of the European Union the right to freely withdraw from the contract of sale and return the item, without indicating the reasons, within a period of fourteen (14) business days from the day of receipt of the product. All return costs will be borne by the customer.
We don’t accept returns of custom made or personalized products, although if you are not satisfied with it we will do our best to fix it.
In case of returning the product, please contact us by writing an email to firstname.lastname@example.org explaining the reasons for return. * Please read carefuly our return policy carefully in the Sales Conditions section *.
Unfortunately we are a small company and currently only accept returns from customers in the European Union. We hope to be able to cover returns from non-EU countries soon.
Do you replace the articles with the indication “out of stock”
If an item is out of stock, we will try to restock it as soon as possible. In any case we can always do it for you again.
Can I ask for something that’s not on the Website?
Of course, get in touch with us and be sure to visit the CUSTOMIZEDsection of our page.
Which are the payment methods?
The payment on the web can be by credit or debit card VISA, MASTERCARD and AMERICAN EXPRESS credit card, or PAYPAL. Select the payment method you prefer before confirming the purchase.
If it is with credit or debit card, indicate the number of your card, the expiration date and the CVV code that is found on the back of your card so that you can make your purchase safely.
Remember that your purchase is not confirmed until you receive a confirmation email email by PEPITA MOON with the order number, date and summary of your purchase. Please make sure the email is not is in the junk/spam mail folder.
If I have a discount code, how should I use it?
If you are lucky to have received a discount code from us, you can use it when making your purchase entering this code on the checkout screen. The discount will automatically be applied to the total of your purchase.
How can I be sure that I have bought my product/s?
Once you have placed your order, you will receive a confirmation email with the order number, date and summary of your purchase. In case you don’t receive it, please get in touch with us at email@example.com or through the CONTACT section of our page.
Can I know what state my order is in?
Yes, of course. We will keep you informed of the status of your order via email and we will send you the order tracking number as soon as possible.
What should I do if I receive an incorrect article?
If by mistake, you receive an item that you have not bought, contact by email as soon as possible.
What should I do if I get a defective product?
We make every effort to only sell products in perfect condition, and and we have a strict quality control, so in case, you exceptionally receive a product with a defect, get in touch with us immediately. You must bear in mind that all our products are Handcrafted, so the craft is unique, and may vary slightly in relation to the images displayed on our site.