Processing of Orders
Once the order is placed, you will receive an email confirming the purchase made. All orders are prepared and shipped from Spain. When the order is ready for shipment in our warehouses, we will send you an email with the shipping code and the name of the transport company. With that code you can track your shipment. Our carrier will get in touch with you the day before delivery.
Shipping costs and Delivery Deadlines
Most articles have a preparation time of 24/48 hours. Shipping costs include: Adequate packaging (cardboard boxes, bubble filling, interior protection, etc.), Transportation and Insurance.
The delivery time will depend on the selected transport company and the destination country. Please note that the indicated times are indicative and correspond to working days, excluding weekends and holidays. On Saturdays, Sundays and holidays we do not process packages or make deliveries to transport companies.
We can not guarantee an exact delivery schedule. Transport companies deliver the packages at an approximate time of 8: 30h to 19: 00h (Spanish peninsular time) from Monday to Friday.
In the case of the Canary Islands, Ceuta and Melilla, the price of the shipment is somewhat higher due to the customs tax and customs clearance. You can calculate the price on this page or in the shopping cart yourself.
For deliveries outside the European Union or the Canary Islands, Ceuta and Melilla do not include customs charges at destination or other taxes (tariffs), if any, the recipient will be responsible for them, as well as being responsible for all the import expenses and taxes that are generated at the destination customs, whether the goods are delivered to you or not taken over. If once arrived at the country of destination you were not in agreement with the costs on the part of the customs we would discount the expenses caused of the amount to return (sending of round trip)
An attempt will be made to send the order in the shortest possible time, but the receiver must take into account the dispositions of the country of destination for the import of the requested items, since Giovanna Moon has no responsibility over them. Neither will be imputable to Giovanna Moon the effects produced by strikes, armed conflicts or other circumstances beyond its control. Giovanna Moon will not be responsible for the delays in the customs clearance, nor if the local authorities decide to confiscate any item contained in a shipment.
You have the right to cancel your order as long as the shipment has not been made. We try to make the shipments on the same day, so we would appreciate if you would inform us that you want to cancel the order as soon as possible.
The transport company, both in office and home deliveries, will keep the packages for a maximum period of 5 days. After these days the package will be returned to our facilities. The sending of the order, as well as the return to the warehouse, cause transport costs, which will have to cover the customer who made the order (Shipping + Return).
Please be clear about the delivery times with the carrier.
Once the package is returned to our facilities. GiovannaMoon will contact the customer to communicate what happened and the client will decide if he wants to send it back or refund the money of the products.
All our items leave the warehouse with the packaging in perfect condition.
The first thing you should do is check that the number of packages received matches those sent. The second, check each package externally with great attention in order to find signs of having been hit or manipulated, such as bumps, dents, holes, boxes in poor condition, seals of couriers or any sign that may lead to suspicion that the goods It may be damaged. It is obligatory to leave a signature on the delivery note of the courier, either in paper or digital (PDA) "VISUALLY DETERIORATED PACKAGE" if these signs are present. Not signing a package as VISUALLY DETERIORATED and then presenting images that show visible damage to it will automatically reject the incident.
How can I process the incidence of a damaged shipment?
You will have 2 calendar days from the receipt of the goods to open an incident, through our email. You must provide all the required documents as requested. Sending incorrect, inaccurate documents, or the absence thereof, will invalidate the possibility of any claim and will result in the cancellation of the incident. After this period we can no longer claim transport insurance and our system will not allow you to open the incident.
Return of orders
1. Return of products in perfect condition
We must bear in mind that we are talking about sexual products and most of them are of an intimate nature. We accept returns only in the case that the product has not been used and remains in its original packaging.
2. Defective item?
Contact us, we will proceed to send you a new one and pick up the defective item.
2.1. How to return the defective merchandise?
We offer an exceptional service of free collection for those products with factory defect.
In case the client wants to return the defective merchandise outside these terms, he will be the one who will assume the costs that are derived, previous notification so that we are pending of the reception of said return.
They must prepare the package in optimum conditions and for this they must introduce all the defective products inside a box / s of big cardboard. Keep in mind that the original boxes of the products themselves must arrive intact, without stickers or deterioration. Therefore, it is essential to reinforce cardboard boxes and a good seal.
You must adhere to each package the label that our system generates for you to print. Do not forget to print and paste on each package this label that contains the RMA number associated with your collection, the package number and an identification bar code.
The warranty covers manufacturing defects and in no case covers wear or misuse. We will only return the money for those products with a factory defect. In the case of damaged packaging or with transport stickers, 100% of the value of the product will not be returned.
3. Right of Withdrawal
GiovannaMoon will offer the possibility of exchanging the product for a similar one of the same or smaller amount or a full refund of the item (s) within 14 calendar days after receiving the package without having to receive any explanation from the client.
The right of withdrawal will not be applied if the product is not suitable for sale, without the original packaging, has been opened or handled by the customer except technical failure (in the latter case would cover the warranty).
The initial shipping costs will be refunded, but the customer will be responsible for the shipping costs to our warehouses.
4. In which cases will we not return 100% of the value of the product?
When the products show clear symptoms of misuse, unjustified wear, or arrive in an unhealthy state.
In the case of products without a box or returned with the damaged box, or with transport stickers that make the boxes unusable, 50% of the value of the product will be deducted.
In the case of products with missing parts or accessories, or whose description of the fault does not correspond to reality, the payment will not be made.
5. When is the refund money refunded?
Once the goods are received in our stores, and after checking the status of the same, we will proceed to the refund of the amount. Keep in mind that the reimbursement process could take several weeks to evaluate the merchandise received.
Warranty conditions: After-sales service protocol
Warranty: All the products offered in our catalog have a 2 year warranty according to European law. GiovannaMoon offers a replacement for an equal or similar product of the same amount, or a voucher for the product / s that are defective. To process any type of incident you can contact us through our email.
When the product / s reaches GiovannaMoon it will be checked and reviewed. If we detect that the product (s) is in good condition, the customer will take charge of the return postage by making an advance payment. If we do not receive the payment on the dates indicated, the product will be destroyed without the possibility of claiming it.
We would appreciate that the products are accompanied by the original packaging when processing the incident to facilitate the process.
After passing the 14 days of right of withdrawal in any case will be refunded the money of the product or purchase. GiovannaMoon will offer a voucher for the amount of the product / s returned.
What does the guarantee do not include?
Deficiencies caused by negligence, bumping, use or improper handling, unsuitable tension, incorrect installation, or materials subject to wear and tear due to normal use are not included.
In the case of computer articles, the guarantee will not cover the elimination of viruses, restoration of programs for this reason or the reinstallation of the disk caused by the deletion of the same.
The guarantee will lose its value: if any data of the same or the proof of purchase is modified, altered or replaced; If the identification number or the guaranteed device itself is manipulated or repaired without knowledge by the Technical Service.
Claims: The customer has 48 hours from receipt of the order to inform us of possible incidents in the shipment.
How can I process an issue of return or application of the guarantee?
The client must send us an email to firstname.lastname@example.org and in a maximum period of 48 hours you will receive a response.
Depending on the type of incident our team can ask the client to provide us with a video to check the operation of the toy, in some cases it is a misuse of it, and thus we avoid the possible costs that may cause the return process .
The complete procedure would be the following:
1. The client sends us an email.
2. We respond to the e-mail and make an assessment of the case together with the client.
3. We get back in touch with the client and we provide the information with the steps to follow and the label of the transport agency for the return. This label is valid for 15 days.
4. The client is responsible for arranging a pick up with the transport agency that we provide, introducing the product in a small box with the code that we have previously provided that identifies the incident.
5. When we receive the package we check it manually and here there are two situations:
5.1. If the product does not work we contact the customer and we offer the possibility of sending the same product or a similar product of the same or lower amount (the product will be chosen by the customer and if you need help for this new selection we will give it to you. In case the chosen product is of lower amount GiovannaMoon will make a refund or coupon to the customer with the price difference) and send it to the same address (unless the client indicates a change of address) and with the same method of shipping that you selected in the order. In case of not wanting an equal or similar product we will offer a coupon for the amount of the products so that the customer can exchange it at another time.
5.2. If the product works correctly we will contact the customer and tell him what happened. This procedure has a cost for the customer that will be the full price of the shipment (depending on the destination) If we do not receive a response or payment by the customer within 7 days the product will be destroyed without possibility of claim.
Any questions about your order or do you need additional information about the shipment?
Do not hesitate to contact us. We will be happy to help you.
• By email from Monday to Friday from 9 am to 7 pm: email@example.com