CUSTOMER CARE

SHIPPING

SHIPPING FEE GUIDE

PRE-ORDER POLICY

At @611, most of our pieces are made to order, crafted individually after your purchase.
• Production Timeline: Pre-order items are estimated to ship within 45–60 days, as indicated on the product page. This timeframe encompasses our meticulous process: 3D printing, international transfer to Australia, hand-finishing by artisans, and final domestic dispatch.
• Shipping of Mixed Orders: If your order includes both in-stock and pre-order items, all items will be shipped together once the pre-order items are ready. This approach helps reduce environmental impact and shipping costs.
• Cancellation Policy: Given the bespoke nature of our made-to-order pieces, pre-orders cannot be canceled or refunded once production has commenced. However, if there is a significant delay beyond the estimated shipping date, we will contact you to discuss available options.

DELIVERY TIMES

Delivery times are estimated based on business days and apply to metropolitan areas only.
Orders to regional and remote locations may experience longer shipping times.

For international orders, product prices and delivery fees do not include any taxes, duties, or charges that may be applied by customs or postal authorities in the destination country.
(Please refer to the section below for more information on international customs and duties.)

CURRENCY CONVERSION

All transactions are processed in Australian Dollars (AUD). Prices displayed in other currencies are approximate and may vary based on your bank’s exchange rate and any applicable fees. The final amount charged will depend on your financial institution’s rates and charges at the time of transaction.

INTERNATIONAL TAXES AND DUTIES

Taxes & Duties

Please note that all product prices and shipping fees do not include any import duties, taxes, or customs charges that may be imposed by your country’s authorities. These fees vary by destination and are the responsibility of the recipient.

All international orders outside of Australia are shipped DDU (Delivered Duty Unpaid) — meaning any applicable customs charges must be paid by the customer upon delivery. We recommend checking with your local customs office for detailed information.

If you choose to decline the delivery due to these charges, please be aware that we will not be able to refund your order.

ADDITIONAL INFO

CONTACT

email： 6.moonstudio@gmail.com

RETURN POLICY

Return Policy (Simplified Version)

Applicable Scope
• Orders within Australia: We offer return services.
• International Orders: We accept return requests; however, return shipping costs may need to be covered by the customer.

Return Conditions
• Quality Issues or Shipping Damage: Please provide photos of the issue within 24 hours of receiving the product so we can address it promptly.
• Product Condition: Items must be unused and include all original packaging and labels.

Handling of Significant Damages
• If the product exhibits significant damage not caused by shipping (e.g., natural cracking, extensive paint peeling), please provide clear photos within 24 hours of receipt. We will send you a replacement product free of charge.

Non-Returnable Situations
• Change of Mind: For example, no longer needing the product or purchasing the wrong item.
• Used or Customer-Damaged Items: Damage not due to quality issues.
• Late Return Requests: Requests made after 24 hours of receiving the product.

Return Process
1. Contact Customer Service: Within 24 hours of receiving the product, reach out to our customer service team via email or phone, providing your order number and a description of the issue.
2. Provide Supporting Evidence: Include photos of the product issue and proof of purchase.
3. Await Review: We will review your return request promptly and inform you of the specific return steps.

Special Notes
• Return Shipping Costs: For returns within Australia, we will cover the return shipping costs. For international orders, return shipping costs may need to be covered by the customer.
• Refund Method: Refunds will be issued to the original payment method.
• Processing Time: After receiving the returned product and confirming it meets the return conditions, we will process the refund within 5-7 business days.

⸻If you have any questions about our return policy, please feel free to contact our customer service team. We are committed to providing you with quality service to ensure a pleasant shopping experience.

WARRANTY POLICY (PART OF OUR PRODUCT)

Warranty Policy

Certain products come with a one-year warranty, as clearly stated in their product descriptions. This warranty covers material or manufacturing defects affecting the item’s integrity or function.

If damage occurs within the warranty period, we will provide a free replacement of the damaged component.
Please note: the warranty covers a single replacement per product.

This warranty applies only to damage to the 3D-printed model itself. It does not cover loss of metal accessories or detachable fittings.

Customers outside Australia will be asked to cover a flat AUD $10 shipping fee for international replacements.

To submit a warranty claim, please email us at 6.moonstudio@gmail.com with the subject line: Warranty Claim, and include:
• Clear photos of the damage
• Your order confirmation email

Claims must be submitted within 24 hours of discovering the issue.
Processing typically takes 3–7 business days upon receipt of complete documentation.