FAQ
ORDERS
How can I check the order status and track my order?
After placing your order, you may view your order status at any time in "My Account".
If you have any questions regarding your order status, you can also send an email to service@royamoon.com or contact our online customer service for further assistance.
How long will it take to ship after placing an order?
In‑stock orders are usually shipped within 1‑3 working days. Custom‑made orders require 5‑10 working days for production, and shipment will be arranged once completed.
Can I modify my order?
To ensure every order meets your expectations, we will normally send you a confirmation email to verify the details. You may still make changes to your order within a certain period of time. However, to guarantee timely delivery, your order will be processed 12 hours after you receive the confirmation email, or processed if no inquiries are received.
Please note that once an order has been processed, it cannot be modified easily.
Can I cancel my order after it has been shipped?
Once an order is shipped, we are unable to modify or cancel it. However, after you receive the item, we will be happy to assist you with the return process provided that it complies with our return policy.
RETURNS & REFUNDS
What is the return & exchange policy?
You may apply for a return or exchange within 30 days after delivery, provided that the item isunused, unwashed, and with all original tags intact. Customized items and clearance items are not eligible for free returns or exchanges without quality issues.
Who bears the return shipping fee?
Please contact our customer service within 48 hours after receiving the package, and provide clear photos of the outer package and the defective/wrong item. We will arrange a free replacement or full refund for you as soon as possible.
How long does the refund take to process?
After our warehouse receives and inspects the returned item, the refund will be processed to your original payment method within 3-5 working days. The actual arrival time depends on your bank or payment platform’s processing rules.
ACCOUNT
How do I reset my password?
Simply follow the "Forgotten Password" instructions, for security reasons, we cannot send your password via email, you will receive a password reset link by email, follow that link to reset your password. If you do not receive the email, please contact us, we will provide feedback to the technical department.
Do I have to be a member to buy here?
You can order as a guest. However, having an account makes it easier to track your orders, save frequent addresses, and submit tickets. You can easily create an account in just a minute.
Why can't I see my orders in my account?
You need to log in with the correct email address that you used to place the order. Once logged in with the same email address, your order should appear in the "My Orders" list. If you still can't find it, please contact us via online LiveChat or email: service@royamoon.com. We will help you resolve the issue.