FAQs

About order, shipping and refund

1. How long is shipping time? (please read before purchasing): 
It will take me about 1-3 working days to pack and ship your orders from Norway. Estimated shipping time is as below, please expect up to a week delay due of Covid-19. 

Scandinavia: 1-3 working days
Europe and the UK: 2-10 working days
USA: 2-7 working days
Other countries: 2-12 working days

Please understand that due to the current pandemic situation, shipping time can be very unstable and it is out of my control. If you haven't received your orders in 35 days (Scandinavia, Europe and the UK)/45 days (other countries), please email me at hello@moonariesillo.com. 

I am not responsible for custom fees and import taxes that may apply in your country. Please check carefully before placing orders. 

2. Do you provide tracking number?
Unfortunately, I do not provide tracking number at this moment. Since most of the products are light weighted, the most economical shipping method is by standard letter mail which no tracking number is provided.  

3. I haven't received my orders. What should I do?
I am so sorry you have experienced this! The shipping time under the current pandemic situation is quite unstable. You can email me at hello@moonariesillo.com and I will try my best to help you. Please wait until the estimated shipping time before reaching out. 

4. Can I return a product? 
If you are located in Norway, please send me an email to hello@moonariesillo.com for returns and refund. 

For international customers, I don't accept returns. Refund will only be provided if the product is defective. 

Shipping fees that have already been paid will not be refunded. Customers are responsible for shipping fees on product returns. 

Please understand that my shop is very small so I can't really afford returns and refund (unless the products are defective). Please place an order if you do really like the products:) 

5. Do you have a physical shop? 
I don't have a physical shop - it is my dream to open one (and by buying from me you are supporting my dream!). I do sell occasionally in designer markets in Norway. Please follow my Instagram for updates! 

6. Why is the shipping rates so high? 
Shipping fees in Norway is very expensive. For the shipping rates you pay, I already cover some of it. As much as I want to offer you free shipping, I really can't afford it. Shops that offer you free shipping, they sort of already embed the fees in the products, so you are actually paying the shipping fees anyway. At least I am being very honest about the shipping fees with you!:) 

7. Why can't I change the currency in your shop? 
I am using Shopify as my website host and the plan I am using doesn't support changing currency. All prices are shown in Norwegian kroner (NOK). You can check currency exchange rates here. Please note that the currency rates you get is decided by PayPal on the day of your purchase. I have no control over it. Any currency exchange rates websites can only serve as a reference. 

About my work

1. What does Moonaries Illo mean? 
Moonaries illo is my social media account's name. I picked this name because my moon sign is in Aries (hehe). Illo is the short form of illustration. I want people to know immediately that this account is about illustrations when they see the name. 

2. What is the name of the cat you draw? 
His name is Mocha (as in Mocha the coffee). I first started drawing him in my own 25 days of Christmas illustration challenge in 2021. He became very popular on my Instagram account. I have started drawing him since then and made products around him. He is a lazy cat and most of time just want to have fun and chill. My community on Instagram finds him very funny and relatable. 

3. What tools do you use to make illustrations? 
I draw on the app Procreate with my iPad Air 4 and Apple Pencil. 

4. Did you study art? 
Unfortunately, I didn't study art. My bachelor degree is in Politics and Public Administration. I worked with marketing for a while back in Hong Kong where I come from. After moving to Norway (where I am living now), I have worked as consultant for start ups for a couple of years. Two years ago, I realized that my dream is to become an illustrator - building my own brand and selling my own products, as well as working on client projects. I have been working hard to pursue this dream. 

5. Where do you make your products?
My products are mostly made in the UK. Some products are made in Norway. 

6. Do you do wholesale? 
Please contact that me through hello@moonariesillo.com if you are interested in wholesale.