MY MOONBIRD — FAQ
🌿 HANDMADE PRODUCTS
1. Are all handmade items made to order?
Most handmade items are created individually after the order is placed.
However, sometimes we have a small stock of ready-made items.
In this case, the available quantity will be shown in the product description and will be available for immediate purchase.
2. Do you accept returns for handmade items?
We do not accept returns or exchanges unless the item arrives damaged or defective.
If this happens, please contact us within 3 days and provide photos or videos of the issue.
3. How long does it take to make a handmade item?
Production time usually ranges from 3–10 business days for made-to-order items.
Ready-made items are shipped faster.
4. Can I request customization?
Yes, many handmade products can be personalized (colors, details, inscriptions, etc.).
Please contact us before ordering to confirm availability.
💾 DIGITAL PRODUCTS
5. How are digital products delivered?
Digital files are delivered instantly after payment via email and/or a download link on the confirmation page.
6. I didn’t receive my digital file. What should I do?
Please check your spam folder.
If the file is not there, contact us with your order number and we will resend it manually.
7. Can I return a digital product?
Digital items are non-refundable, as they cannot be physically returned.
If the file is corrupted or cannot be opened, we will provide a replacement.
8. In what formats are digital products provided?
Most digital products are provided in PDF and JPG formats.
If you need another format, feel free to contact us.
🚚 SHIPPING & DELIVERY
9. Where do you ship from?
All physical (handmade) products are shipped from the Czech Republic.
10. Do you offer international shipping?
Yes, we ship worldwide.
Delivery cost and time depend on your location.
11. How long does delivery take?
Estimated delivery times:
Prague - Orders are typically delivered 1 day after production is completed.
Czech Republic - Delivery time is usually 2–3 business days from the date of dispatch.
Europe: 3–15 business days
USA & Canada: 7–21 business days
Asia, Australia, Latin America: 10–40 business days
Delivery times may vary.
12. Will I need to pay customs or import taxes?
Depending on your country, customs fees or import taxes may apply.
The buyer is responsible for any such charges.
13. What if my package arrives damaged?
Please contact us within 3 days of delivery and provide photos of the product and packaging.
We will send a replacement at no cost to you.
14. What if I entered the wrong address?
If the package is returned due to an incorrect or incomplete address, reshipping is at the buyer’s expense.
Please double-check your address before placing your order.
15. Do you provide tracking numbers?
Yes, most orders include tracking.
You will receive the tracking number once your order is shipped.
🎨 ILLUSTRATION SERVICES
16. Do you offer custom illustration services?
Yes, we create custom illustrations of various types:
portraits, characters, book illustrations, branding artwork, and more.
17. How can I order a custom illustration?
Please contact us and include:
Your idea or concept,
Preferred style,
References (if any),
Deadline (if important).
We will reply with pricing and details.
18. How long does a custom illustration take?
Typically 3–14 days, depending on complexity.
Larger projects may require more time.
19. Are revisions included?
Yes. Most illustration packages include 1–3 rounds of revisions.
Additional revisions can be purchased separately.
20. Can I use the illustration commercially?
Commercial rights are not included by default.
If you need commercial use rights, please let us know before ordering.
21. Do you offer refunds for illustration services?
Refunds are not available once the creative work has begun, as this is a custom service.
If for any reason we cannot complete the project, a full refund will be issued.
❓ Didn’t find the answer you were looking for?
Feel free to contact us — we’re always happy to help!
support@mymoonbird.com