shipping & delivery
| Location | Fee | Delivery Timing |
|---|---|---|
| Belgium | 10.00€ | 3-5 business days from the time you receive shipping confirmation email |
| Europe | 15.00€ | 6-8 business days from the time you receive shipping confirmation email |
| Worldwide | 30.00€ | 9-11 business days from the time you receive shipping confirmatio |
Handmade Production & Processing Times
Every Black Moon Atelier piece is carefully handcrafted in our workshop. Each item is individually made, assembled, inspected, and finished by hand to ensure the highest level of quality and craftsmanship.
Because each creation is made by hand, production and processing times may vary depending on our current workload and the complexity of your order. Please allow several days or, in some cases, several weeks before your order is ready to be shipped.
We believe that creating durable, handcrafted pieces takes time, and we sincerely appreciate your patience and support. Our goal is always to deliver a piece that meets the quality standards we are proud to put our name on.
If your order is time-sensitive or you would like an estimated production time before placing your order, please don’t hesitate to contact us at blackmoonatelier11@gmail.com.
Refund & Return Policy
14-Day Right of Withdrawal
If you are a consumer located in the European Union, you have the legal right to withdraw from your purchase within 14 calendar days from the day you receive your order, without providing any reason.
To exercise your right of withdrawal, please contact us at blackmoonatelier11@gmail.com before the end of the 14-day period and clearly state that you wish to return your order.
Non-Returnable Custom Work
The right of withdrawal does not apply to products that are custom-made or clearly personalized according to your specifications.
For this reason, Custom Work items cannot be cancelled, returned or refunded once production has begun, unless they are faulty or do not conform to the order.
Conditions for Returns
Returned items must be sent back within 14 days after notifying us of your withdrawal.
Items should be returned:
unused and unworn;
in their original condition;
with all original tags attached where applicable.
Whenever possible, we recommend returning the item in its original packaging to ensure adequate protection during transport.
Proof of purchase is required for all returns.
Return Shipping
To request a return, please email blackmoonatelier11@gmail.com with the subject line « RETURN ».
Customers are responsible for arranging and paying for return shipping unless the return is due to our error or a defective product.
We strongly recommend using a tracked shipping service or purchasing shipping insurance, as we cannot be responsible for returned items lost during transit
Refunds
Once we receive and inspect the returned item, we will notify you by email.
If the return complies with this policy, we will issue your refund using the original payment method within 14 days after receiving the returned goods or proof that they have been shipped back, whichever comes first.
The original standard shipping cost paid when placing your order will also be refunded.
Return shipping costs are the customer’s responsibility unless the item is faulty, incorrect, or we have made an error with your order.
Sale Items
Items purchased on sale or at a discounted price are eligible for the same legal right of withdrawal as regular-priced items, unless they are custom-made or personalized.
Faulty or Damaged Items
If your item is defective, damaged upon delivery, or incorrect, please contact us as soon as possible at blackmoonatelier11@gmail.com with:
your order number;
a description of the issue;
clear photographs.
Depending on the situation, we will offer a repair, replacement, refund, or another appropriate solution in accordance with applicable consumer law.
REPAIRS
We are happy to offer repairs for many of our handmade products.
If your item has been damaged after purchase and is repairable, please contact us at blackmoonatelier11@gmail.com with proof of purchase and photographs of the item.
We will assess the damage and provide you with a repair form and shipping instructions.
Unless otherwise agreed, the customer is responsible for the shipping costs associated with repair services.
If an item is too severely damaged to be repaired, we reserve the right to decline the repair service.
For more informations https://blackmoonatelier11.com/lifetime-repaire-services/