FAQs
General
Q: Where is Moonfire Charms located?
A: We are located in High Point, North Carolina, USA.
Q: What currency are the prices listed in?
A: All prices are in United States Dollars (USD).
Orders and Payments
Q: Which countries do you ship to?
A: We ship mainly to the United States, including Alaska, Hawaii and U.S. territories. We also accept international orders and ship worldwide. For international orders, we require the use of a courier service such as USPS Priority International, FedEx or UPS.
Q: What types of payment do you accept?
A: We accept all major credit/debit cards, Paypal and Shop Pay.
Q: How do I know if my order is confirmed?
A: Once the order is completed, an order confirmation will be e-mailed to you.
Shipping and Delivery
Q: How much is shipping?
A: Domestic US shipping starts from $5. International shipping starts from US$40. For domestic US orders, we offer FREE shipping for orders over US$50.
Q: How long does it take to ship after my order is placed?
A: We ship your order within 2 working days of payment verification. All orders received on Saturday, Sunday or public holidays will be processed on the next business day. This does not apply for custom orders.
Q: What shipping methods do you use?
A: For domestic US shipping, we use USPS First Class Mail for standard shipping and USPS Priority Mail for priority shipping. For international shipping, we offer USPS Priority International, UPS or Fedex. For an accurate shipping quote, please contact us at info@moonfirecharms.com with your location and interested item(s).
Q: How can I track my order once it is shipped?
A: Your tracking number will be in the shipping notification sent out once your order is shipped. Please go to the relevant shipping website to track your package.
Q: How long will it take for my order to arrive?
A: For domestic US packages, shipping takes 3-4 working days from date of postage. For international packages, shipping time takes an average of 2-3 weeks. The actual shipping time is entirely dependent on the postal carrier and is out of our control. In the event that your order does not arrive after 3 weeks, please contact us and we will follow up on your package.
Q: What do I need to know about custom clearance?
A: While it is unlikely, there is a chance you may be subject to import duties and taxes. We are not responsible for any charges incurred. Customs policies vary from country to country. To get more information, you should contact your local customs office for further information.
Q: There is a problem with my order. What do I do?
A: Please e-mail us at info@moonfirecharms.com with your order number and the issue. In the unlikely event of a damaged item, including photos would expedite in resolving the issue.
Custom Orders
Q: Do you do custom requests?
A: Yes, we love doing custom orders! You can e-mail us at info@moonfirecharms.com to discuss details and obtain a quote.
Repairs, Returns and Refunds
Q: Do you do repairs?
A: We only repair items that are purchased from Moonfire Charms. We stand behind our work! If your piece needs repair, please contact us at info@moonfirecharms.com and we will evaluate the piece. Repair costs will always be kept to a minimum.
Q: What is your return/refund policy like?
A: We accept returns within 14 days of the order’s arrival date. Please contact us at info@moonfirecharms.com with your order number and reason for return. Once accepted and processed, you will be given a refund for your purchase amount, minus shipping charges. Unless it is a result of our error, all shipping charges are non-refundable.
NOTE: Only items that are in their original conditions may be returned. Any product that has been used or worn may not be returned. If an item is not in original condition is returned, we will not process the refund! Refunds will be processed within 7 days of receipt.