Shipping/Returns

Shipping Policies

• Local Pickup Policy

  All items are handcrafted and shipped directly from our studio in RI, USA.

  If you’re local and prefer to pick up your order from our studio to save on shipping:

  • Select the “local pickup” shipping option at checkout.
  • Local pickup is free and must be scheduled in advance.
  • To schedule a day/time for your pickup, send us your date/time request via the Contact page. 
  • Pickup hours are Monday–Friday, 12 PM–6 PM, excluding holidays and are subject to availability.

    

• Shipping Area:
  We currently ship worldwide. 
  
  All Siena Moon Design products are sourced, designed, and handmade in the USA. 
  
  International Orders:  Please be advised that additional import charges (VAT, duty) are the Customer's responsibility to pay upon arrival of the package in your country.
  
  International customers may refer to the table below to determine the de minimis Duty/VAT threshold for imported goods in your country. 
  
  If your country is not listed here, please get in touch via the Contact page for more info. 
  
  

  Country	Duty/VAT Threshold
  Canada	$20 CAD ($14 USD)
  UK	£135 ($180 USD)
  EU	€150 ($173 USD)
  Australia	AUD $1,000 ($651 USD)
  Japan	¥10,000 ($65 USD)

   

• Order Processing:
  Orders are processed Monday through Friday, excluding U.S. federal holidays. Once your order ships, you’ll receive tracking information via email.

• Delivery Deadlines:
  If you need an item by a specific date, please get in touch via the Contact page before placing your order to confirm if your request can be accommodated.Rush orders are subject to a rush fee.

• Item Types:
  Our shop features two categories:

  • Ready-to-Ship: Premade items that are ready to be shipped. 
  • Made-to-Order: Items that we create from scratch specifically for your order.

Shipping Policy: Ready to Ship Items

1. Shipping:

   • RTS Orders typically ship 1-2 business days after purchase date (excluding weekends and holidays).

2. Returns/Exchanges:

   • Returns and exchanges are not accepted.

Shipping Policy: Made-to-Order Items

1. Shipping:

   • All made-to-order items are created on-demand when we receive your order.
   • Creation time for MTO items ranges from 1-3 weeks, depending on how busy we are. During this time, your item is created and processed for shipment.
   • Creation time does not include shipping transit time.
   • Up-to-date creation times are listed on the homepage.

2. Returns/Exchanges:

   • Returns/exchanges are not accepted on MTO items as they are made specifically for you and we do not stock inventory.
   • To ensure the correct fit before you order, please carefully measure yourself (see the Sizing page) and compare your measurements to the size chart on the product's page.
   • While our items are stretchy, if you are between sizes or prefer a roomier fit, we recommend sizing up.
   • We do not offer alterations or size adjustments.
   • If you have questions about fit, please get in touch via the Contact page before placing your order— we are happy to assist!

Domestic & International Shipping

Domestic (USA):

• USPS Ground Advantage/First-Class Mail (1-5 business days)
• USPS Priority Mail (1-3 business days)
• USPS Priority Mail Express (1-2 business days)

*  All above are tracked and insured up to $100 USD.

International:

• USPS Priority Mail International (6-10 business days)
• USPS Priority Express Mail International (3-5 business days)
• SEE IMPORTANT INFO BELOW ABOUT INTERNATIONAL ORDER CUSTOMS FEES

**IMPORTANT: INTERNATIONAL CUSTOMERS PLEASE READ! DUTIES/CUSTOMS FEES**

All international orders are shipped on a Delivered Duty Unpaid (DDU) basis.

This means the prices you see on our website EXCLUDE all import duties, customs fees, and local taxes (including VAT/GST) levied by your destination country.

The Customer is the Importer of Record and is fully responsible for paying any/all of these charges upon delivery of your package.

These fees are not included in our item prices or shipping costs.

When making a purchase on this website, International Customers agree to the above terms and acknowledge that Customer is responsible for paying any/all additional cost(s) charged to Customer for import duties/taxes once the package arrives in your destination country.

Siena Moon Design is not able to provide estimates on the exact cost of these fees, as customs policies and charges vary widely from country to country.

If Customer refuses to pay their country's import duties and taxes, the package will be abandoned by the carrier and destroyed, and no refunds will be issued by SMD.

Policy for Delayed & Missing Packages

• Siena Moon Design is not liable for any delays, stolen/missing packages, or packages lost in transit after your order is shipped and in the possession of the carrier. 
• Once the package is shipped, Customer should contact carrier directly with any issues they have concerning delivery. Have your tracking # handy.
• If your order is delayed or missing, please contact the shipping carrier directly to file an insurance claim on your package using your tracking number.  All USPS packages are shipped with insurance up to $100 USD.
• All service is subject to shipping delays that are outside of the control of SMD.  Delivery times are estimates and not guarantees.  Please plan extra time for slower shipping speeds during busy times of year such as the holiday season.

Policy for Damaged on Delivery Packages

If your order arrives damaged at delivery, please follow these steps to ensure a smooth claims process:

1. Save all packaging materials and damaged items. These are required as evidence for the damage claim.
2. Contact us within 24 hours of delivery date and include the following:
   
   • Order number
   • Your contact info (name, email, phone, shipping address)
   • A detailed written description of the damage.
   • Photo/video evidence of the damage, including photos of the garment inside and out, plus photos of both inner and outer packaging.

Notes:

• Photographic evidence must be sent to SMD for review before next steps.
• Additional photos may be required during the claims process, and it is Customer's responsibility to provide them in a timely manner.
• All requests are handled at the sole discretion of Siena Moon Design. 
• Repairs will be always be the first course of action for items damaged on arrival where it is determined the Customer is not at-fault.
• In the event the garment arrives damaged beyond repair and it is determined the Customer is not at-fault, the Customer will be issued a Gift Card for the amount of the original purchase, minus shipping costs.  They may choose to use the Gift Card order a replacement for the same item if desired.  Gift Cards expire 1 year from issue date.

Claims Process Guidelines:

• Do not return any packages to a third party (e.g., carrier, repair estimate facilitator) without consulting Siena Moon Design first. Doing so may invalidate your claim and prevent compensation.
• Returns for damages will only be accepted with prior return authorization (RA). Unauthorized returns will be sent back to the sender.