FAQ

 

How do I return something?

Please follow the instructions found here: Shipping & Returns


Do you have a physical retail store?

Yes. We are located just steps off the Sonoma Plaza at 117 East Napa Street, Sonoma, CA 95476


I would like to exchange something that I ordered. How do I go about exchanging?

Because of the rate at which items sell out we do not offer online exchanges. If you need a different size or style please return the item you want to exchange and then place a new order for the item/size you would like instead. Exchanges are however accepted in person at our store location for purchases made online or in the store.


I placed my order but didn't receive an order confirmation email. What should I do?

First please add shop@bearmoonclothing.com to your email address book + check your spam/junk folder for the confirmation email. If you still don't see the order confirmation, the email address entered at checkout may have been entered incorrectly.

Please email us at shop@bearmoonclothing.com and tell us the email address where you would like the order confirmation sent + we will check and see if for some reason the order didn't go through or if the email address was simply entered incorrectly at checkout.


I would like to return something for a refund but the card I used to make the purchase is no longer active, what should I do?

We can safely refund the original card, as banks will reroute the refund on their end. If the card is expired or cancelled, your new card will be credited with the refund. In the rare case that you don't have a new card, the bank will usually send the refund to your bank account.

In the worst case, the bank won’t know what to do, and will send the refund back to us, at which point we’ll contact you via email to ask how you would like the refund handled.


How long does shipping take?

We make our best effort to ship in-stock items the next business day after your order is placed. U.S orders will usually take between 3–5 business days to arrive. The Christmas rush may delay this process as we do our best to fulfill all your orders. Please note we are located in California so the closer you are to California the quicker your package will get to you. 


Do you ship internationally?

No, at this time we do not ship internationally. We only ship domestically in the United States.

 


How long does it take for me to receive a refund?

You will receive the funds from the refund in your account approximately 5–10 business days after the date on which the refund is initiated.


I noticed the shipping address I entered when placing my order is incorrect. What should I do?

If you have not yet received an email stating that your order has shipped please email shop@bearmoonclothing.com immediately using the Subject: "URGENT ADDRESS CHANGE" and include your order number + correct shipping address in the body of the email.

If you have already received an email stating that your order has shipped please click the tracking number in the email to see what courier was used to ship the package. Then please call your local office of said courier, give them your tracking number and let them know the correct address of where you would like the package delivered.


I received a damaged item, what should I do?

Claims for damaged or faulty items must be reported within 10 days of receiving your items to ensure proper credit. Please email a picture of the damaged or faulty items to shop@bearmoonclothing.com and we will assist you further.

 

Don't see the answer to your question? contact us.