Frequently Asked Questions
Most frequent questions and answers
How long does the preparation of my order take?
Orders will take 3-5 days to be processed and shipped (Monday through Friday).
Pre-orders: Products will take around 3 to 5 weeks to be made. Once ready, the order will take 3-5 days to be processed and shipped.
How can I check the status of my order?
From the moment the purchase is made, further updates regarding the status of your order will be sent via email. Please check the spam folder, if you are still waiting for any order information.
How much will the shipping cost be?
We ship worldwide. All international customers are responsible for the customs rates within their own country. Taxes are applied based on the county shipping address on your order, as well as item price/classification.
International Shipping
The price of international shipping varies by location and is calculated at checkout.
Costa Rica Shipping
Once the order is made and checked, the product will be delivered the next business day. The price varies by location and is calculated at checkout.
GAM area: Our own delivery guy.
Outside GAM area: CORREOS DE COSTA RICA
What payment methods does MOONSET accept?
-Pay Pal
-Credit or Debit Card
How can I request an invoice?
In case you need an invoice for your order please contact us through our email billing@moonsetdesign.com
It may take around 3-5 business days for us to respond.
Can I asked for a return?
Returns are accepted only within 14 days of purchase. Shipping costs will be covered by the client. Every piece must be in perfect sellable condition, unused, cleaned and in original packaging.
For all return requests, please send us an email at helpcenter@moonsetdesign.com that includes your contact information, order number or the full name of the purchaser, date of purchase, place of purchase, a photo of the product, and a brief description of the return, repair, or exchange request.
It may take around 3-5 business days for us to respond.
What happen if I need to repair any piece?
You can ask for a repair requests withing 14 days after the purchase, please send us an email at helpcenter@moonsetdesign.com that includes your contact information, order number or the full name of the purchaser, date of purchase, place of purchase, a photo of the product, and a brief description of the return request. We will study the request and will answer as soon as possible with the approval case.
It may take around 3-5 business days for us to respond.
Can I order a piece that is out of stock?
We can remake any piece from our past collections (even if they are out of stock) and customize it if you need a different size, metal base, or stone type. Please send us an email at helpcenter@moonsetdesign.com with your name, contact info, and a description of the product. We will guide you through the entire design process, including budget, deadlines, and any assistance you need. We can also arrange a video call if preferred (+34 657062824).
Products will take around 3 to 5 weeks to be made. Once ready, the order will take 3-5 days to be processed and shipped.
Can I custom-made any piece?
We accept custom-made orders. We are more than happy to work with you to create a unique piece. Please send us an email at helpcenter@moonsetdesign.com with your name, contact info, and a description of the product. We will guide you through the entire design process, including budget, deadlines, and any assistance you need. We can also arrange a video call if preferred (+34 657062824).
Products will take around 3 to 5 weeks to be made. Once ready, the order will take 3-5 business days to be processed and shipped.
What does it mean available as “PRE-ORDER” ?
If any of the pieces you want is OUT-OF-STOCK but available for PRE-ORDER, you can place an order, and it will take between 3 to 5 weeks to be ready. Once it is ready, the order will take 3-5 business days to be processed and shipped.
