Shipping & Return Policies

General Shipping Policy

• Local Pickup Policy

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

  If you’re local and prefer to pick up your order:

  • Select the “local pickup” shipping option at checkout.
  • Local pickup is free but must be scheduled in advance.
  • To schedule, email sienamoondesign@gmail.com with the date/time you'd like to pickup your order.
  • Pickup hours are Monday–Friday, 12 PM–6 PM, excluding holidays.

    

• Shipping Locations:
  We currently ship to USA and Canada only.

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

• Delivery Deadlines:
  If you need an item by a specific date, please email sienamoondesign@gmail.com before placing your order to confirm if your request can be accommodated. Rush orders may incur additional fees.

• Item Types:
  Our shop features two categories:

  • Ready-to-Ship: Unique, pre-made items available for immediate shipment.
  • Made-to-Order: Custom pieces crafted specifically for your order.

  Please refer to the individual shipping and return policies for each category for more details.

Ready-to-Ship Policy

1. Shipping:

   • Ready-to-ship items are unique, pre-made, one-of-a-kind pieces that will not be recreated.
   • Sample pieces of our "made to order" designs may also be listed as ready-to-ship.
   • These items are found in the “Ready to Ship” category.
   • Orders typically ship 1 business day after purchase (excluding weekends and holidays).

2. Returns/Exchanges:

   • Returns and exchanges are not accepted for ready-to-ship items, as each piece is one-of-a-kind.

Made-to-Order Policy

1. Shipping:

   • All made-to-order items are crafted on-demand and require a longer turnaround time for production.
   • Creation time ranges from 1 to 3 weeks, during which your item is made and prepared for shipment. Updated creation times can be found on our homepage.
   • Please note that this timeline does not include shipping transit time, which will vary depending on the shipping option selected at checkout.

2. Returns:

   • Returns are not accepted for made-to-order items, as they are custom-made specifically for you and belong to limited-edition collections produced in small batches.
   • To ensure the correct fit, please carefully measure yourself and compare your measurements to the size chart in the item's listing. While our items are stretchy, if you are between sizes or prefer a roomier fit, we recommend sizing up.
   • We do not offer alterations, but a local dry cleaner or seamstress can provide an easy and cost-effective solution.
   • If you have questions about fit, please email sienamoondesign@gmail.com before placing your order—our team is happy to assist!

3. Exchanges:

   • Exchanges are not accepted for made-to-order items, as these are crafted specifically for you and not kept in stock.

Thank you for understanding our made-to-order process, which allows us to create unique, high-quality items just for you!

Shipping Options

Domestic (USA):

• Standard: USPS Ground Advantage (3-5 business days) 
• Upgrade to Expedited: USPS Priority (1-3 business days)

*  All above options are tracked.

Delayed & Missing Orders

• Siena Moon Design is not liable for any delays that may occur once your order has been shipped or orders lost while in transit.
• If your order is delayed or if the order appears to be lost during shipping, please contact the shipping carrier to file an insurance claim on your package using your tracking number.   We use USPS for shipping in the USA unless requested otherwise.
• All service is subject to shipping delays. Delivery times are estimates and not guarantees.

Damaged on Arrival Policy

If your order arrives damaged, 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 30 days of delivery. Email sienamoondesign@gmail.com with:
   • A detailed description of the damage.
   • Photographic evidence of the damaged item(s), including both inner and outer packaging.

Important Notes:

• Photographic evidence must be emailed to us for review before a refund can be considered.
• Additional photos may be required during the claims process, and it is your responsibility as the recipient to provide them.
• All refunds are at the sole discretion of Siena Moon Design.

Claims Process Guidelines:

• Do not release any products or packaging to any 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.

Thank you for your cooperation in adhering to this process to ensure the best resolution for your damaged item.