Processing & Handling

• Order Processing: All orders are processed and shipped within 3 business days (Monday–Friday, excluding US holidays).
• Shipping Notifications: You will receive a confirmation email with tracking information as soon as your order leaves our facility. In the rare event of a delay, we will contact you at the email provided at checkout.

Built-In Shipping & Insurance Allocation

All prices listed on Heron's Mooncake include a built-in shipping and insurance allocation of $15 USD. This amount is non-refundable once an order has shipped, regardless of the reason for return.

Shipping Protection & Insurance

Every order is shipped fully insured for its total purchase value. If your package is lost or damaged in transit, contact us at heronsmooncake@gmail.com so we can initiate a claim and resolve it promptly. Orders above a certain value may ship with signature confirmation required at our discretion.

International Shipping

• Customs & Duties: International orders may be subject to import duties, taxes, and fees levied by the destination country. These charges are the sole responsibility of the customer and are typically due on arrival. We recommend contacting your local customs office for an estimate before ordering.
• Non-Refundable: Duties, taxes, and customs fees on the original shipment are not refundable by Heron's Mooncake under any circumstances.
• Delivery Times: International transit and customs processing times vary significantly by destination.

Address Accuracy

Please ensure your shipping address is correct at checkout. We cannot redirect packages once dispatched, and Heron's Mooncake is not responsible for orders delivered to an incorrect address provided by the customer.

Returns & Refunds

At Heron's Mooncake, each pen is individually restored by hand. Because these are collectible, one-of-a-kind restored items, the guidelines below protect both you and the atelier.

Return Window

• Return requests must be initiated within 3 business days of the recorded delivery date.
• This window is for inspection only. Please examine the pen for restoration function and condition before putting it into regular service.

What Returns Are Accepted For

Returns are accepted only for undisclosed defects or restoration issues — that is, a genuine fault in our restoration work that was not identified during quality control and not disclosed in the listing or photographs.

Returns are not accepted, but may be reviewed on case by case basis for:

• writing characteristics or nib feel preferences;
• cosmetic wear, patina, or age-related characteristics disclosed in listings or photographs;
• issues arising from improper use, modification, disassembly, or unsuitable inks;
• a change of mind. At our sole discretion, change-of-mind requests made within the return window may be offered store credit, less the deductions below.

Return Requirements

• Items must be returned in their original, restored condition, including all original packaging and accompanying materials.
• A pen that has been inked and used beyond reasonable inspection is not eligible for return except in the case of a genuine restoration defect.
• Prior authorization is required. To start a return, contact us at heronsmooncake@gmail.com with your order number and a description of the issue. Items returned without prior authorization may be refused.
• On receipt, returned pens are verified against our pre-shipment records, including identifying details and documented condition. Refunds are issued only after inspection confirms the item received is the same item shipped, in substantially the same condition.

Return Shipping & Liability

• Customer-initiated returns: The customer is responsible for all return shipping and insurance costs. We strongly recommend a trackable, fully insured service. Heron's Mooncake is not responsible for items damaged or lost in return transit.
• Restoration defect: If a return is approved solely because of a restoration defect not identified during quality control, Heron's Mooncake will provide a prepaid return shipping label or reimburse reasonable return shipping costs.

Refund Deductions

Approved refunds are subject to:

• deduction of the non-refundable $15 shipping and insurance allocation; and
• a 5% return processing fee based on the original order total, covering non-refundable payment-processing costs and administrative handling.

The 5% return processing fee is waived when the return is approved solely because of a restoration defect not identified during quality control.

Refund Processing

Once your return is received and inspected, we will email you to confirm approval or rejection.

• Approved refunds are issued to the original method of payment, less the deductions above.
• Please allow up to 15 business days for the credit to appear, depending on your financial institution.

Before Filing a Dispute

If any issue arises with your order, please contact us first at heronsmooncake@gmail.com. We resolve nearly every concern directly and quickly. Filing a payment dispute without first contacting us delays resolution and may forfeit the flexibility we can otherwise extend.