Luna Bag (Silver-tone hardware) - Onyx

Prohibited countries:
Sudan, South Sudan, North Korea, Cuba, Iran, Syria, Crimea

International shipping rates
We offer international shipping globally. Songmont provide free shipping worldwide on order over $100 USD, a $30 fee for orders below $100.

Time required for the shipment
Once we receive your order, our warehouse team will process the order within one business day. However, bags might need to be collected from warehouses at different locations. While also adhering to international shipping distancing measures, please allow up to 72 hours for your order to ship. （except presale items）

International delivery time
We try to deliver your desired bags, no matter where you are located, as fast as possible. Therefore, we partner with different shipping companies. General delivery times of different shipping agencies are listed below:

International duties and/or taxes
Customs duties and fees are the responsibility of the recipient. International shipments are subject to duties and fees that vary by country and are based on the value of your order. The amount calculated depends on the destination country's tax and valuation method.

Tracking number
After order placement, you will receive an email confirmation with your order number. The tracking number will be sent via a separate email once your order is ready to leave the warehouse. Please allow at least 12 hours for the tracking information to update before reviewing the shipment status.

Late delivery
In the event of a late delivery, Songmont will do all it can to get your package delivered to you as quickly as possible. However, we cannot accept responsibility or offer refunds for delays in shipments that are the result of delays that are the fault of our couriers (DHL & FedEx) or a result of customs clearance delays.

Package lost
For issues with delivery or tracking, the easiest and fastest way to get a resolution is to reach out directly to the shipping company. Sometimes carriers will prematurely mark shipments as “delivered”, or need additional information from you to complete the delivery.

Shipping Fee
Songmont provide free shipping worldwide on order over $100 USD, a $30 fee for orders below $100.
 
If you're unable to resolve the issue with the shipping company, please email customerservice@songmont.com and we'll get to the bottom of it!

Songmont is committed to providing you with high-quality products and excellent customer service. Please review our Return & Exchange policy below.

1. Processing Time

We strive to respond to all after-sales inquiries within 24 hours. Refunds are processed within 5-8 business days after we receive the returned item.

2. Return & Exchange Window

We offer a 30-day return and exchange policy from the date of delivery.

3. Return & Exchange Policy

For the US & EU Regions:

- Product Quality Issues: (e.g., damage, defects, wrong item received) We cover all return or exchange shipping costs. If you choose to exchange, we will re-ship the correct or replacement item free of charge.

- Non-Quality Issues: (e.g., dislike, size issue, style doesn't match) You may return or exchange the item within 30 days. We cover all return or exchange shipping costs.

For Other Countries:

- Product Quality Issues: (e.g., damage, defects, wrong item received) We cover all return or exchange shipping costs. If you choose an exchange, we will re-ship the correct or replacement item free of charge.

- Non-Quality Issues: (e.g., dislike, size issue, style doesn't match) You may return or exchange the item within 30 days. However, you are responsible for the international return shipping cost to our US/Europe/China return warehouse.

- We are actively working to optimize local return solutions for other countries.

4. Return Instructions

To ensure a smooth refund process, please make sure the returned item meets the following conditions:

- Original packaging is intact (including dust bag, gift box, tags)

- All product tags and labels are attached and undetached

- No signs of use (no scratches, stains, or modifications)

- Note: Returns that affect resale conditions cannot be accepted for refund. Thank you for your understanding.

5. Warranty

- Warranty Window: 12 months

- Warranty Policy: Free repair services within 12 months. If the issue is due to a product defect, we cover shipping costs; otherwise, the customer is responsible for round-trip shipping fees.

- Lifetime Replacement: Some accessories qualify for free lifetime replacement.

- Beyond 12 Months: All repair costs and return shipping fees are the responsibility of the customer.