Payment, Delivery & Return
PAYMENT
At Moonlight Concept, you can pay for your purchases using Visa, MasterCard, American Express, debit cards, or credit cards.
All payment transactions made through the Moonlight Concept website are processed through a secure online payment gateway.
By placing an order, you confirm that the information provided by you is accurate and that you agree to our Payment, Delivery & Return Policy.
DELIVERY
1.READY-TO-WEAR ORDERS
After completing your order and receiving payment confirmation, your order will be submitted to our Customer Care Department within 24 hours. Our team may contact you via WhatsApp or other available communication channels to confirm the order and delivery details.
For domestic orders within Qatar, delivery is generally completed within 7–15 business days.
For international orders, delivery is generally completed within 10–20 business days, depending on the destination, customs procedures, and courier service.
Orders placed after the daily processing cut-off time will be processed on the next applicable business day.
Once your order has been dispatched, you will receive the relevant shipping information and tracking details, where applicable.
2.CUSTOMIZED ORDERS
Customized orders are made specifically according to the customer's selected measurements, specifications, alterations, design requirements, or other customization requests.
Customized orders generally require 15–24 business days for completion and delivery, depending on the nature and complexity of the order.
CUSTOMS DUTIES & TAXES FOR INTERNATIONAL ORDERS
International orders may be subject to customs duties, taxes, import charges, or other fees imposed by the authorities or relevant agencies in the destination country.
All such charges, where applicable, are the sole responsibility of the customer and must be paid by the customer. These charges are not included in the product price or shipping fees paid to Moonlight Concept, unless otherwise clearly stated at checkout.
Moonlight Concept is not responsible for any customs duties, taxes, import charges, or additional fees imposed by the relevant authorities in the destination country.
Moonlight Concept is also not responsible for any delivery delays resulting from customs procedures, customs clearance, or requirements imposed by the relevant authorities in the destination country.
The customer is responsible for checking the applicable import requirements, duties, and taxes in the destination country before completing the purchase.
RETURNS & EXCHANGES
READY-TO-WEAR ORDERS
Ready-to-wear items may be returned within 3 calendar days from the date of delivery. The customer must submit the return request within this period.
The item must be:
● Unworn and unused.
● In its original condition.
● Returned with all original tags and labels attached.
● Returned with the original packaging and accessories, where applicable.
● Free from any signs of damage, alteration, washing, perfume, makeup, or other use.
Returns under this policy are eligible for exchange or store credit only. No cash or payment-method refund will be provided for returns made due to a change of mind, incorrect size selection, or any other reason not related to a defect or non-conformity.
Items purchased as part of a sale, promotion, special offer, or expressly stated non-returnable category may be subject to additional restrictions, which will be communicated to the customer at the time of purchase.
CUSTOMIZED ORDERS
Customized orders are non-returnable and non-refundable.
Once a customized order has been confirmed and production has commenced, the order cannot be cancelled, returned, exchanged, or refunded due to a change of mind, change in preference, incorrect customer-provided measurements, or other customer-requested specifications.
However, this policy does not limit or exclude any rights available to the customer under applicable laws of the State of Qatar, including rights relating to defective goods or goods that do not conform to the agreed specifications.
SALE & PROMOTIONAL ITEMS
Items purchased during sale periods, promotional campaigns, special offers, or other discounted promotions may be subject to specific return or exchange conditions.
Any applicable restrictions will be clearly communicated to the customer at the time of purchase.
Nothing in this section limits any mandatory rights available to the customer under applicable Qatar law.
INCORRECT OR WRONG ITEM RECEIVED
If the customer receives an item that is different from the item ordered, the customer must contact Moonlight Concept Customer Care within 3 calendar days from the date of delivery and provide the order details and photographs of the item received.
Upon verification, our team will arrange the appropriate resolution in accordance with the circumstances and applicable law.
DEFECTIVE OR NON-CONFORMING ITEMS
If an item has a manufacturing defect or does not conform to the agreed specifications, please contact Moonlight Concept Customer Care as soon as possible with your order details and photographs of the item, where requested.
Where required under applicable Qatar law, our team will provide the appropriate remedy, which may include repair, replacement, exchange, or refund, as applicable.
Nothing in this policy is intended to exclude, restrict, or waive any mandatory consumer rights provided under the laws of the State of Qatar.
RETURN CONDITIONS & INSPECTION
All returned items are subject to inspection by our designated team before an exchange or store credit is approved.
Moonlight Concept reserves the right to refuse a return where the item does not meet the applicable return conditions stated in this policy, subject always to any mandatory rights provided under applicable Qatar law.
No return should be shipped or delivered to Moonlight Concept without prior confirmation from our Customer Care Department.
RETURN REQUEST PROCESS
To request a return, please contact Moonlight Concept Customer Care within the applicable return period and provide:
● Order number.
● Date of delivery.
● Reason for the return.
● Photographs of the item, where requested.
Our team will review the request and confirm whether the item meets the applicable return conditions.
Once the return request has been approved, our Customer Care Department will provide the relevant instructions for returning the item.
CUSTOMER-PROVIDED MEASUREMENTS
Where measurements are provided by the customer for a customized order, the customer is responsible for ensuring that the measurements provided are accurate.
Moonlight Concept shall not be responsible for fitting issues resulting from inaccurate measurements supplied by the customer.
DELIVERY & RETURN CHARGES
Delivery charges are non-refundable, unless otherwise required by applicable law.
Where a return is accepted under our standard return policy, the customer may be responsible for the applicable return and/or delivery charges.
Where an item is defective, incorrect, or does not conform to the agreed specifications, Moonlight Concept will handle the matter in accordance with applicable Qatar consumer protection requirements.
GIFT PACKAGING
Gift packaging is available at an additional charge of QAR 150
CONTACT INFORMATION
If you require further information or assistance regarding this policy or any aspect of the purchasing, payment, delivery, or return process, our Moonlight Concept Customer Care Team will be pleased to assist you.
Moonlight Concept For Fashion
Street 364, Building 245, Zone 55 – Al Waab
Doha, Qatar
Telephone: +974 4447 2010
Email: info@moonlightconcept.com
Customer Care Hours:
Sunday to Thursday, from 10:00 AM to 7:00 PM (Qatar Time).
IMPORTANT NOTICE
This policy is governed by the applicable laws of the State of Qatar.
Nothing in this policy shall be interpreted as excluding, limiting, or waiving any mandatory rights or remedies available to consumers under applicable Qatar law.