FAQ
Shipping / Processing times:
All custom case orders have a 1 week processing time and a 4-6 week ship time. Regular made to order items have a 1-2 week shipping time. Due to the high volume of orders I receive, I cannot change these set times but if you are in need of your custom order sooner, please message me and I can help!
: Returns and Exchanges :
Due to my product's handmade nature, all sales are final. There will be no exceptions to this policy unless we have communicated otherwise. If there is any issue at all with your product, please do not hesitate to contact me through the contact form or email me at [email protected]. I will be more than happy to assist you with any concerns/issues you may have!
What is the best way to contact you?
The quickest and easiest way to contact me is through DM on the shop's Instagram @moon.factory.deco. You can also message me through my etsy shop Moon Factory Deco as well as the shop's email [email protected]
What type of products can you customize?
I can customize almost anything! Custom phone grips, gaming cases, pill cases, key chains, etc. Any item that is made of hard plastic is customizable.
My package got lost in the mail, am I able to get a refund?
I sincerely apologize if your package did not make it to you. Unfortunately, once I drop it off at the post office, it is out of my hands. I am more than happy to offer you a 50% refund on your item as well as an additional 20% off coupon for a future purchase! Due to the material costs and hand-made nature of my products, I cannot offer you a full refund. Please do not hesitate to contact me through the contact page, email, or DM on Instagram if this issue occurs.
: Custom Orders :
To place a custom order from me, you may fill out the contact form, or DM me on Instagram @moon.factory.deco ! My customs are mainly open, and I will be in contact with you to make sure you like your item! When placing a custom order, please leave your correct phone model (if it's for a case), your favorite colors, themes you like, colors you dislike, glitter or no glitter, etc. I can make just about any theme and I will do my best to make something perfect for you!
: Questions :
I have changed my phone model since ordering a custom. Can I change it?
- Yes, this is not an issue. Please message me ASAP if this occurs either on the contact page or email/DM. Keep in mind that this can extend the processing time by 2-3 weeks for your custom order.
I accidentally ordered the wrong case model for a pre-made case! What should I do?
- No worries. Please message me on the contact page or email/DM and we can go from there!
I have a large social media following. Do you work with promoters?
- I do work with promoters on occasion. Please contact me through the contact form, send me an email, or DM me on Instagram if you are interested. Keep in mind that although I sometimes work with promoters, this does not guarantee us working together and it is up to my discretion if I choose to work with you.
: Case Questions! :
What is the whipped cream on the case made out of??
- I use 100% silicone to make my decoden whip! All charms/pieces are made from epoxy resin that I pour, color and cast myself :)
Are your cases bulky? How durable are they?
- Decoden cases in general can be a bit bulky and in some cases can be heavy if the case has many figures and full whip on it. Full whip cases will most likely not fit in your pocket or car mount, but the case itself can be easily removed to fit into a pocket or car mount! Keep in mind that each case is a piece of art and should be treated as such. They are intended to be fashionable and not fully for protection.
If I send you a case or pieces I would like to be made into a custom order, would you be able to use them?
- Yes, I am definitely open to that! Please make sure that all cases are hard plastic ONLY as deco whip will not adhere to TPU or soft plastic cases. Please message me on any of my platforms (contact page, email, or Instagram) if you would like to send me pieces!
Thank you very much for reading!