Refund policy
If you wish to return or exchange a purchased item, please read the following information before contacting us.
Exchanges for Personal Reasons
- Eligibility: Unused items only. Please submit the Return & Exchange Request Form.
- Contact deadline: Within 24 hours of receiving the item.
- Refund amount: The amount paid for the item.
- Return shipping: Paid by the customer.
We will arrange an exchange after receiving your request. If the replacement item has sold out, you may choose another item or request a return and refund.
Please send the item back so that it reaches us within seven days of contacting us. Only unused items can be accepted.
Returns for Incorrect or Faulty Items
- How to request: Submit the Return & Exchange Request Form. Initial product defects are covered by our 100% guarantee.
- Contact deadline: Within 24 hours of receiving the item.
- Refund amount: The amount paid for the item.
- Return shipping: Fully covered by our store.
We will arrange a return and refund promptly. As handwoven rugs vary in shape, measurements are taken at the widest part. A difference of 5 cm or more from the stated dimensions is treated as an incorrect size.
Cancellations, Returns and Exchanges
Oriental Moon
687-1 Kokinu, Tsukubamirai, Ibaraki 300-2445, Japan
Tel: +81 297-44-7312
Telephone hours: weekdays 10:00–18:00, Japan time; closed Saturdays, Sundays and public holidays.
Email: web@oriental-moon.com
Return Address
Oriental Moon
687-1 Kokinu, Tsukubamirai, Ibaraki 300-2445, Japan
Tel: +81 297-44-7312
Please Talk to Us
We want you to feel comfortable shopping with us. Please share any concerns or requests using the Return & Exchange Request Form. If the matter is urgent or you have difficulty completing the form, you may also call us.
We handle each request individually and with care. If a parcel is returned to us because of prolonged absence or refusal of delivery, we may decline future orders.
