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Shipping & Exchanges


Shipping

What are the shipping rates for Singapore addresses?

We offer free local shipping for orders above $50. A delivery fee of $4 will be charged for orders amounting to less than $50.

Do you ship to addresses outside of Singapore?

Not only do we ship locally, we now offer express shipping to Malaysia, Taiwan, Philippines, Indonesia and Hong Kong for a flat rate of $15 SGD. Orders above $100 will be entitled to free delivery.

How long will it take to receive my parcels?

Your MOONWOLF parcels will be delivered and managed by our trusted courier provider. We do not use normal mailing methods as we believe in your parcels reaching you safely and efficiently. We mail out parcels ONE working day order confirmation from Mondays to Saturdays. 

We are as excited as you are for you to receive your MOONWOLF products, so this is our commitment to you – you should be able to receive your parcels within 2 to 4 working days after you have placed your order, from anytime between 9am to 10pm.

How do I track my parcels?

Tracking information will be sent to your registered e-mail once your parcel is shipped. Alternatively, you can also opt for SMS notifications after you have successfully made payment on our website.

I need my item urgently, what should I do?

We feel you. Just reach out to hello@moonwolfactive.com or drop us a DM on our IG @moonwolfactive should you need your items urgently, we will try to work something out for you! :)

 

Returns & Exchanges

My item doesn’t fit well. What do I do?

To continue bringing you premium quality products at the best prices and to keep our small business sustainable, the delivery fee for returns (both ways) will be borne by the buyer. We do not accept exchanges on back-order items.

How to make an exchange

  1. Email us at hello@moonwolfactive.com with the following:
    1. Email address used to place the order:
    2. Order Number:
    3. Product name, colour & size of the item(s) you wish to exchange:
    4. Tell us more about the defect (placement, type of defect):
    5. Size you wish to exchange to:
      1. *We currently do not offer exchanges to different colors or different products unless the product and requested size is out of stock. If that happens and you wish to exchange for an item of a higher price, a top-up of the remaining amount is required. The top-up amount will be based on the original price of the product, excluding any discount or promo-code used.
  2. We will process your return request within ONE working day。
  3. PayLah/PayNow a total of $4 (for redelivery purposes).
  4. Mail the item back to us with a trackable ID. i.e. Singpost registered mail, QExpress, etc. (We will not be responsible for lost parcels.)
  5. Once we have received your item, we will mail out the requested piece within ONE working day.

Please ensure that the product to be exchanged is in its original condition, with the clothes tag still attached and in its original packaging. We reserve the right to reject any exchanges that do not fufill these criteria. We will STRICTLY reject exchanges for items with stains (eg. make-up, strands of hair, sweat patches or pet fur).

My item is defective. What do I do?

Chances of receiving a defective product is low as all our stocks are go through multiple QCs before they are sent out. (But we will leave this option here, just in case). Do drop us an email titled "DEFECTIVE ITEM" to hello@moonwolfactive.com.

Can I return my product for a refund?

Currently, we do not accept refunds unless it is for defective products. 

We reserve the right to reject any returns or exchanges that do not fulfil our returns or exchange policy.