FAQS

Ordering & Payments


Orders

Whilst we love to offer an instant ordering and delivery service for our customers, this isn’t always feasible.

As such, please allow between 24 to 48 hours for our team to process your order.

Please note that orders are not processed on weekends or public holidays in Australia.

Once we have dispatched your order, you will receive confirmation email with a tracking number so you can eagerly count down the days until your precious cargo arrives. This email will come to your from info@ghostmoon.com.au. Please ensure that this email has been added to recipients list so you do not miss any crucial communications concerning delivery.

Please allow 24 hours from the dispatch date for the tracking service to come on line.

Payment

Ghostmoon accepts the following methods of payment;

  • Credit Card (MasterCard & Visa)
  • PayPal

For more information on how Ghostmoon protects your personal and financial information, please read our Privacy Policy & Terms and Conditions.

PayPal

PayPal is a secure, third party, payment method making it safe for customers to purchase online without the sharing of your specific personal financial information with the merchant e.g. Ghostmoon.

PayPal also offers purchase protection for consumers who use their service up to a specific value.

By selecting PayPal as your preferred method of payment, you are agreeing to the Terms & Conditions of a third party financial provider in addition to the transaction Terms & Conditions of Ghostmoon.

If you need more information on PayPal head to www.paypal.com

Discount Codes & Special Promotions

Occasional Ghostmoon will offer clients promotional or discount codes on items across the store. This code can be applied to any order upon checkout.

Customers are limited to one coupon code per transaction.




Cancellation & Exchange


Accidentally ordered the wrong product? Don’t stress, Ghostmoon has a plan to help you out!

Ghostmoon will happily accept returns on all full priced handbags within 14 days of the transaction date (e.g. the transaction date as listed on your tax invoice) for all order dispatched within Australia. For all other countries, returns will be accepted within 21 days of the transaction date.

Bags must be returned in the same condition as received, with original tags and packaging, in order to be eligible for a store credit or full refund (excluding postage price) .

REFUNDS

In the event we cannot convince you to exchange your purchase for another amazing Ghostmoon handbag, refunds can issued back to the credit card or Paypal account that the payment has originally come from.

Please allow 5-7 business days for your refund to be approved and processed from the date the items have been received by us.

NON-REFUNDABLE ITEMS

Please note that the following items and services are non-refundable:

  • Sale items
  • Delivery costs associated with returning items to us

RETURN PROCESS

To make things as simple as possible, please contact us at info@ghostmoon.com.au within two (2) days of receipt of your purchase and we will provide you with a Return Identification Number (RIN) & Return Form to complete and return with your purchase.

When contacting us, please provide your name & order number as a reference.

Customers are responsible for all shipping costs associated with the return of an item to Ghostmoon.

To ensure you receive your refund in full, we strongly recommend you to use a trackable shipping service, as any returned items that are not received by Ghostmoon cannot be issued a refund/exchange.

Initial shipping costs are non-refundable.

ORDER ERRORS

If you notice an error in your order (e.g. the wrong style or quantity), contact Ghostmoon at info@ghostmoon.com.au within two (2) hours of placing your order and we will correct the error and continue with the dispatch of your item.

If you notice an error after your item has been dispatched (e.g. you have received confirmation via email that your purchase is on its way to you), please return this to Ghostmoon upon delivery and we will happily exchange this for the correct product for you.

FAULTY ITEMS

In the event one of our products has not passed our Ghostmoon product tests and has a fault, please contact us at info@ghostmoon.com.au with your contact information and a photo of the fault. Based on the nature of the fault or product we will be proceed to issue a refund or dispatch a replacement item for you.

We reserve the right to deny a refund or replacement product in the event the product has been damaged, demonstrates noticeable signs of ware or has been soiled in any way.




Shipping & Delivery


To ensure that we get you your Ghostmoon purchase as fast as possible, we utilise the best in delivery services both in Australia and worldwide.

AUSTRALIA

Delivery within Australia is via Australia Post and we offer two options, depending on how urgently you need your purchase (perfect for those last minute orders!).

  • Standard Post - flat rate of $9.95 AUD.

Please allow 3 to 5 business days for Standard Post Parcels and 1 to 2 business days for Express Post Parcels.

A tracking number will be provided to you via email, upon dispatch of your parcel from our warehouse.

Free shipping is offered on all orders of $50.00 AUD or more.

DELIVERY INFORMATION

Our processing time takes up to two (2) business days (possibly longer during peak trading periods).

Upon completion of your order, we will send you a confirmation email with your tracking number; note we do not process or ship orders during weekends and holidays.

We will try our best to deliver before estimated delivery date however please understand that, once in the hands of our delivery providers, we are unable to influence the final delivery date of your purchase and your parcel is subject to the delivery terms and conditions of these companies.

WRONG AND LOST PACKAGES

Please ensure that your delivery and contact information is entered correctly at the point of checkout: Ghostmoon does not take responsibility for missing parcels where we (Ghostmoon) have been provided with incorrect shipping information.

In the event your parcel is returned to sender, Ghostmoon will contact you directly to organise an alternative delivery address; any fees associated with a secondary delivery are at the customer’s expense.

In the event your parcel is lost or misplaced because of the actions of our delivery providers, Ghostmoon will arrange a replace product to be sent.

Orders cannot be redirected once dispatched.

If, for whatever reason, you have not received your parcel within 10 business days we advise you to contact us at info@ghostmoon.com.au or speak to your local post office or delivery pick up point. In most cases, it just means there was an attempted delivery and your parcel is awaiting pick up at your nearest post office.

If you have any questions about your delivery, please contact the below deliver companies and have your tracking number ready:

Australia Post Customer Service on 13 7678





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