Returns & Exchange Policy

Don’t worry, we understand. Sometimes what you’ve got isn’t quite what you were looking for. What you’ve got may be too big or too small, too dark or just not you at all. We want you to be happy with your purchase; we want you to love what you’ve bought as much as we’ve loved getting it to you.

21-day Policy
Order returns, replacements, and exchanges can only be handled via email. We will redirect these messages from outside sources (phone, Facebook, Instagram, etc.) to our email. We offer a 21-day Return & Exchange Policy. For a refund or an exchange, a mandatory authorization is provided by our customer service advisors.

Please follow the instructions to return your items within 21 days of receipt to the address below. Include your order ID on the outside of the package.

London Warehouse – Unit 82, Roding Lane, London, E6 6LS, UK

If your product is:

• Accidental Order
• Duplicated Orders
• Change of Mind or No longer Required
• Choose the wrong size/colour but the descriptions are correct.

1) Buyers are responsible for return shipping costs, in orders over £10 or $10. If your order is lower than $10 or £10 you don’t need to return the product.
2) It must be returned in its original condition.
3) It is required a trackable shipping service when returning your package to our warehouse (Note: If the return is shipped without a tracking number and by any chance, the package gets lost, the refund won’t be processed).
4) The refund of the product will only proceed after the product arrives at our premises.
5) The delivery shipping costs aren’t refundable.

If your product is

• Delayed, Out of Stock etc
• Defective
• Missing Parts or Accessories
• Incorrect Sent

1) You need to report it to us and send us photos of the defect, to customer.service@walplus.com with your order number;
2) A possible defective product’s return will be analyzed by our client support team.
3) We will replace it at our discretion if it is defective.

If your product/packaging arrives damaged:

1) You have to report it to the courier when you receive the packaging (Note: if the client doesn’t report the damage in the act of the delivery to the courier, it won’t be possible for us to proceed with a refund or a replacement);

2) You need to accept the order from the courier (if the order is returned to us the return shipping costs are not refundable);

3) You need to report it to us and send us photos of the damaged packaging and/or product to sales@moonwallstickers.com with your order number;

4) We will immediately contact the courier;

5) We will replace it at our discretion if it is damaged.

Note 1: If the damaged package it’s not reported to the courier in the act of the delivery, it can result in no replacement or refund of the damaged product.

Note 2: We do not accept returns on custom orders. If the custom order arrives damaged or defective, we will replace it at our discretion.

Walplus pay the postage in case of:

• Order Issues (Delay, OO etc)
• Quality Not As Expected 
• Defective Item
• Missing Parts or Accessories
• Incorrect Product Sent

Customer pays the postage in case of:

• Accidental Order
• Duplicated Orders
• Change of Mind or No longer Required

For the USA and the rest of the world

We will always offer to the customers a replacement of the parts of the clock if they are in areas where is too expensive to send back the clock to the London warehouse. Besides, we can do video calls through our Whatsapp Business Account and share videos with instructions on how to replace the mechanism and other parts of the clocks.