Shipping & Returns

• All items are made and shipped with one set of hands from Pawtucket, RI, USA.
• Orders are processed Monday–Friday, excluding federal holidays. Check your shipping email for your tracking information.
• Orders will ship after they have been processed.
• If you need an item by a certain date, please email [email protected] BEFORE placing your order so I can confirm whether I can fit the request into my schedule.  Rush orders are subject to additional fees.
• My shop features two types of items - Ready to Ship, and Made to Order.  Each type has its own set of shipping and return policies, which are outlined below.

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1.  Shipping:

• Ready to Ship Items are a collection of special in-stock, pre-made couture pieces that are one-of-a-kind and will not be recreated.  These items can be found in the “Ready to Ship” category.
• Ships out: 1-2 business days after order is placed (excluding weekends and holidays).  

2.  Returns:

• Returns of Ready to Ship items are accepted for store credit only.
• Store credit will be issued for the total amount paid for the order, minus original shipping costs, any promotions that were applied, and a 5% restocking fee to cover initial transaction fees.
• To request a return:  please email [email protected] within 5 days of delivery and postmark your return to us within 7 business days of delivery.   Requests outside this time frame will not be accepted.
• Returns should be sent in original unused, unworn condition in the original packaging with all tags/labels still attached.
• Return shipping cost is the responsibility of the buyer.   
• We recommend insuring all return packages as Siena Moon Design is not responsible for parcels that are lost or damaged while in transit.  

3. Exchanges:

• Exchanges for Ready to Ship items are accepted on a case-by-case basis depending on available inventory.

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MADE TO ORDER ITEMS

1. Shipping:

• All Made to Order items are created on-demand for each order and require a longer turnaround time to build the item(s) requested from scratch.
• Creation time is 3 weeks, which is the time it takes for me to create the item and dispatch it from my studio. 
• The above time estimate does not include the additional time required for the package to travel in transit once shipped, which will depend on the shipping option selected at checkout.

2. Returns:

• Returns are not accepted on Made to Order items, as these items are made specifically for you when ordered and are part of limited edition collections which are produced in micro batches (typically only 2-4 are made of each LE design).
• Buyer is responsible for ensuring the size ordered will fit correctly - meaning it is VERY important to carefully take your measurements and compare them with the size chart in the item's listing to ensure a proper fit.   Our items have lots of stretch, but if you are in between sizes or prefer a roomier fit, we recommend going up one size.
• We do not offer alterations, however an easy and low-cost option is to visit your local dry-cleaner or seamstress for this type of service.
• If you have any questions about fit, please email sienamoonde[email protected] before placing your order - we are happy to help!

3. Exchanges:

• Exchanges are not accepted on Made to Order items, as we do not stock inventory on these items and they are made specifically for you when ordered.

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Domestic:

• Standard: USPS Ground Advantage (2-5 business days): 
  • First Item:  Free!
  • Each additional item:  $7.00 USD
• Expedited: USPS Priority (1-3 business days): $10.00 USD
• Express: UPS Next Day Air (1 business day*):  Rates vary.  Please email [email protected] BEFORE placing your order if you require this service.

*  All above options are tracked & insured
*  If you are purchasing express shipping for a MADE TO ORDER item, please note the express shipping only applies to the shipment time of the finished item, not the creation time. There is still a time frame in place for order creation as noted (3 weeks).  Express shipping only affects the actual mail time of the finished item, not the creation time.

International:

• Standard: USPS International (1-3+ weeks*): $20.00 USD
  • Tracked & insured
  • The customer is responsible for paying any tax/customs charges to USPS, *in addition* to the shipping cost you pay when you check out on our site.

*  Delivery time depends on your country's customs policies - please familiarize yourself with your country's shipping policies and import taxes to avoid any surprises.   

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• 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.  
• All service is subject to shipping delays. Delivery times are estimates and not guarantees.
• Delivery estimates for all international services do not include customs processing times.

• If your order arrives damaged, please save all packaging materials and damaged goods for claim evidence purposes and email [email protected] with a detailed description and photographic evidence of the damage within 15 days of original delivery date to be considered for return.  
  
  • Note: Photographic evidence MUST be emailed to us for review before consideration of a refund is possible.     
  • Photos of damaged items and both inner and outer packaging will be required when disclosing damage.
  • Additional photos may be required throughout the claims process and are your responsibility, as the recipient, to provide them. 
  • All refunds are entirely at the discretion of Siena Moon Design.
• Do not release any products or packaging to any other entity, including the carrier, repair estimate facilitator, etc before consulting with Siena Moon Design. Doing so may risk invalidating the claim in progress and your ability to receive compensation for the lost or damaged item.
  • Returns for damages will not be accepted by Siena Moon Design without a prior written authorization of the return via email, and all unauthorized packages will be returned to sender.