FAQ

Orders

What payment methods are available? Our website accepts various payment methods, including Visa, Mastercard, AMEX, UnionPay, Apple Pay, and Google Pay. This ensures a convenient and secure shopping experience for all our customers.

How can I verify if my order has been processed accurately? You are rest assured that your order has been processed correctly once you receive the confirmation email. A separate email containing tracking information will be sent to you once your order is shipped

When will you ship my order? Typically, the order processing takes around 1-5 business days. This timeframe may vary during busy seasons. Rest assured, we always strive to ship your order as quickly as possible.

How do I track my order? You will receive a separate email with tracking information. This will allow you to track the progress of your order and stay updated on its delivery status.

How can I modify or cancel order? You can modify or cancel your order within 48 hours before processing begins. However, please note that once the order has been processed, we may not be able to accommodate any modifications. Therefore, we recommend contacting us immediately to ensure timely assistance.

Can I refuse delivery of my order if I decide not to keep it? Once we have processed and shipped your order, if you choose to refuse delivery, any associated shipping and additional fees incurred will be the responsibility of the customer.

 

Pre-order items

When will pre-order item(s) be shipped? The estimated shipment date is provided in the product description. While we make every effort to ensure the accuracy of this date, it might be subject to change due to logistic issues. Please note that this estimated date does not reflect the delivery date of your order.
Order with pre-order item(s)

 If your order contains pre-order item(s), please be aware that your entire order will only be shipped once all products are available. Consolidated shipping ensures you receive your complete order in one shipment. We appreciate your understanding and patience.

Product

Does my product have an identical appearance to the one depicted on the website? Minor variations from the website photos should not be seen as defects, as colors may differ slightly due to screen resolution and other factors. Our products are crafted from top grain leather, and some hides may have more pronounced grain, which adds to their authenticity.
Can I have my product personalized? Unfortunately, we currently do not provide any personalized options for our products.
What is the Patina Leather finishing technique? Our Hand Dipping Patina Leather technique involves a personalized, handcrafted finish that creates a unique patina effect on the leather. Each piece reflects the owner's personality and undergoes up to 25 hours of meticulous craftsmanship. Available in Maroon, Midnight Blue, and Moonlight Green, this process adds individuality and a "lived-in" charm to our products.
Where are Moonshaft products made? Our bags are handcrafted in specialist workshops in Bangladesh, China, and India. We partner only with audited factories that share our commitment to fair labor, responsible sourcing, and meticulous quality control—so every Moonshaft piece meets the standards of craftsmanship you expect.
Where is your leather sourced from?
 Our hides are primarily sourced from primarily Colombia, Italy, South Africa etc. By partnering with these audited tanneries, we ensure every hide meets our standards for ethical by‑product sourcing, and low‑impact tanning. Each Moonshaft piece begins with responsibly chosen leather, wherever in the world it originates.


Shipping & Returns

Do you ship overseas? Yes, we do. We offer free shipping for certain locations. For more information please check here.
Can I return or exchange my product? We value customer satisfaction and are here to assist you with any returns. For more information, please visit our Returns page or contact us directly via email for guidance through the process.


Other

More questions? You can contact us through our contact page or email us at hello@moonshaft.co. We will be happy to assist you.