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Shipping policy

Shipping Policy

Last updated: August 16, 2026

This Shipping Policy applies to all orders placed through rasmoon.com.

1. Personalization and Production Time

Our personalized books are made individually according to the information you provide. Production begins after:

  • Your payment has been successfully confirmed.

  • All personalization details have been received.

  • A suitable photograph has been uploaded.

  • Any required approval has been completed.

The estimated production time will be displayed on the product page, during checkout, or in your order confirmation.

Production time is separate from the estimated shipping and delivery time.

Changes to the child’s name, photograph, language, design, or delivery address may no longer be possible after production has started.

2. Shipping Destinations

We ship only to the countries and regions available for selection during checkout.

If your country is not available at checkout, we may not currently be able to deliver to your location.

3. Shipping Costs

Available shipping methods and their costs will be displayed before you complete your order.

Shipping costs may depend on:

  • The destination country.

  • The delivery address.

  • The selected shipping method.

  • The weight and size of the order.

  • Any applicable shipping promotion.

Free shipping applies only when it is expressly offered on the website or during checkout.

4. Estimated Delivery Times

Estimated delivery times begin after production has been completed and are normally stated in business days.

Weekends and public holidays are generally not counted as business days.

Actual delivery times may vary depending on the destination, shipping carrier, customs processing, seasonal demand, and circumstances outside our reasonable control.

If a specific delivery period has been expressly agreed, we will deliver within that period. Your statutory rights in the event of delayed delivery remain unaffected.

5. Order and Shipping Confirmation

After placing an order, you will receive an order confirmation at the email address you provided.

Once your order has been shipped, you will receive a shipping confirmation containing a tracking number when tracking is available for the selected shipping method.

It may take up to 48 hours for the carrier to display the first tracking update.

6. Delivery Address

Please check your delivery address carefully before completing your order.

You are responsible for providing a complete and accurate delivery address. If you notice an error, contact us immediately at support@rasmoon.com.

We cannot guarantee address changes after production has started or the order has been handed to the shipping carrier.

If an order is returned because of an incorrect, incomplete, or undeliverable address supplied by the customer, the actual cost of reshipping may be charged where permitted by law.

7. Customs, Import Duties, and Taxes

Orders delivered within the European Union will not normally be subject to additional import duties.

Orders delivered outside the European Union may be subject to import duties, taxes, customs-clearance charges, or handling fees imposed by the destination country.

Unless checkout expressly states that these charges are included, they are the responsibility of the recipient.

Rasmoon does not control these charges or customs-processing times. Please contact your local customs authority for more information.

8. Transfer of Shipping Risk

For consumers, the risk of loss or damage generally passes to you only when you, or a person designated by you other than the carrier, takes physical possession of the order.

If you independently arrange a carrier that was not offered by Rasmoon, the risk may pass when the order is handed to that carrier, where permitted by law.

9. Delayed or Missing Orders

If your order has not arrived by the end of the estimated delivery period, please check:

  • The tracking information.

  • The delivery address provided.

  • Any attempted-delivery notifications.

  • Safe delivery locations.

  • Whether the parcel was left with a neighbor or collection point.

After checking these details, contact support@rasmoon.com and include your order number.

We will investigate the shipment with the carrier and inform you of the next steps. Your statutory rights regarding delayed or undelivered orders remain unaffected.

10. Damaged, Defective, or Incorrect Deliveries

Please inspect your order as soon as reasonably possible after delivery.

If the package or product is damaged, defective, incorrectly printed, or different from what you ordered, contact support@rasmoon.com and provide:

  • Your order number.

  • A brief description of the problem.

  • Clear photographs of the product.

  • Photographs of the packaging and shipping label if the damage occurred during delivery.

Please report the issue as soon as possible. A delayed report does not limit your statutory warranty rights.

After reviewing the issue, we may provide a correction, replacement, price reduction, or refund, depending on the circumstances and applicable law.

11. Partial Shipments

Orders containing multiple products may be delivered in separate packages or at different times.

You will not be charged additional shipping fees for a partial shipment arranged by Rasmoon unless otherwise agreed before purchase.

12. Uncollected or Refused Deliveries

If an order is not collected, is refused without a valid reason, or is returned because of an incorrect address supplied by the customer, the actual return and reshipping costs may be charged or deducted from an eligible refund where permitted by law.

Refusing or failing to collect a personalized product does not automatically create a right to cancel the order or receive a refund.

13. Events Outside Our Control

Delivery may be delayed by circumstances outside our reasonable control, including:

  • Severe weather conditions.

  • Strikes or transportation disruptions.

  • Customs inspections.

  • Government actions.

  • Natural disasters.

  • Major technical or infrastructure failures.

  • Exceptional shipping demand.

We will take reasonable steps to limit the impact of such events and notify you of significant delays. Your mandatory consumer rights remain unaffected.

14. Returns

Information about returns, personalized products, damaged orders, and refunds is available in our Refund Policy.

15. Contact Us

For questions about production, shipping, or delivery, contact:

Rasmoon Customer Care
Email: support@rasmoon.com