SHIPPING
Once an order has been placed, it may take between 1 and 3 business days to process and deliver it to our carriers. You will receive a confirmation email when the order has been shipped. No shipments will be made on weekends and holidays.
The products will be sent by post.
Shipping costs to mainland Spain are €3, and the usual shipping time is 5-8 business days. once delivered to the carrier.
Our shipments leave from the Canary Islands , which is why they usually require customs management , so occasionally delivery times may be longer than those indicated. HELLOMOONDOG is not responsible for any extra charges that may arise if a package is stopped in customs.
Please note that shipments may be delayed during sales periods, promotions, Black Friday, Christmas, etc. or due to logistical problems with the transport company or causes of force majeure beyond our control. In any case, we will always try to ensure that your package arrives as soon as possible and we will actively manage any delays.
RETURNS
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items: Gift cards
To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable): If you haven't received a refund yet, first check your bank account again.
Next, contact your credit card company. It may take some time before your refund is officially posted.
<Next, contact your bank. There is often a processing time required before a refund can be posted.
If you have done all of the above and you still have not received your refund yet, you can contact us at info@hellomoondog.com.
Sale Items (if applicable): Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
Exchanges (if applicable): If you need to exchange it for the same item, please email us at info@hellomoondog.com .
For these products, only one exchange for a different size of the same product purchased or a different product will be allowed. It is not possible to make more than one exchange for the same product. If this is not possible, for any reason at your own expense or not, the shipping costs to return your item will be your responsibility. Shipping costs are not refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take to receive your exchanged product may vary.
It is recommended to use a trackable shipping service or purchase shipping insurance. We do not guarantee that we will receive your returned item.
