Do I need to register before placing an order?
No, you can place an order as a guest, but we recommend you to create an account so that you can check the order status.
How do I register?
Click “Sign in” at the top right corner of our website. You can register with Facebook, Google+, or your email account.
What if I forget my login password?
Click the “forgot password” at the login page, fill in your registered email then we’ll send a new password to your registered email.
How can I change my account password?
You can change your password after you log in to your account.
How do I unsubscribe from your email newsletter?
You can click “Unsubscribe” on the top right corner of every received newsletter email.
How can I choose the size?
We recommend you use the “Size Guide “ to better determine your ideal size because sizing varies between our items.
”Size Guide” with detailed product measurements is included on each product page. As a note, these are measurements for the item itself. You can compare these measurements to similar pieces you already own.
What is free size/one-size?
Free size/one-size means there is only one size available for the item. Generally, a Medium size fits the majority of customers. If you are still unsure, please check the size guide to see the measurements or click the size icon to see the specific measurements.
Can I remove an item from the shopping cart?
Yes, if the order is not placed, you can remove the item from the shopping cart. But once you have placed the order, you can’t delete any item anymore.
What happens if my item is out of stock?
For our popular item, it might go out of stock quickly. We will continue working with our suppliers to ensure the items displayed on our site will be available to our customers.
Once your processing order item is out of stock, we will notify you by email and you can choose to exchange another item or ask for a refund.
Can you custom-make the item(s)?
Sorry that we don't provide custom-made service at this time. The items are just the same as our website displayed and the same as the description on our website.
Ordering & Payment
Can I modify or cancel my order?
Once your order is placed (before payment, in “Awaiting Payment” status), there would be an ten-digit alphanumeric order number. Those orders cannot be altered. If any information is incorrect, you can ignore the wrong order and create a new one. Once you finish the payment for your order, if you want to modify or cancel, you can send a request to our customer service representatives in your account at service@Moonhoar.com for assistance. For the cancellation policy, please refer here.
If I want to change information (such as color, size, shipping address, shipping method) of a paid order, what can I do?
We can only change that information for you if the order is not shipped out. Therefore, please be more careful to place the order. If there are changes, please contact us at service@Moonhoar.com
How do you secure my payment information?
We do not process any of your payment information. All payment-related matters on cherypop are handled by PayPal.
Why do I get less refund for the item(s) sometimes?
Please be noted if there is a discount for your order, we will refund you the amount with the discount, which means we will refund what you actually paid for each item.
Shipping & Handling
Where does my order ship from?
Our main fulfillment and return center are located in China. We have offices in China and HK. The majority of our clothes are shipped from our fulfillment center.
What countries do you ship to?
Now we can ship worldwide, such as the United States, United Kingdom, Italy, Germany, France, Canada, Australia, United Arab Emirates and so on. You can find out the detailed countries in the drop-down list of the Country section when you edit Shipping Address in your account.
Does cherypop ship to multiple addresses?
We are only able to deliver to one address per order. We suggest that you place a separate order for each destination if you would like to send your purchases to multiple addresses.
What delivery companies do you use?
We only use safe and reputable delivery companies like UPS, FedEx, DHL, USPS, etc.
How much are the shipping fees?
It depends on weight and distance. And you can see the exact fees when choosing the shipping method.
BTW, any order over $69 can enjoy free shipping on our website now!
Is there any additional fee or tax?
For most of the countries, our customers do not need to pay for importing fees, duties or VAT(Valued Additional Tax). However, for some limited countries (especially for some European countries such as Germany, Italy，UK and Canada,etc.) may need to pay duties or VAT according to your countries’ levying rules.
Does UPS/DHL require a signature on delivery?
DHL requires signature of receiver, while UPS usually drops package at your yard/front door/porch when your are not home to receive the package.
Do you ship to PO BOX and APO/FPO/AFP military address?
We can only ship to those addresses by Postal Service (about 12-25 business days for delivery). If you want to receive the item(s) by Express shipping(about 5-10 business days), please provide a physical address.
How can I track my order?
You could use the tracking number in your shipping notification email to track your order. You can also find the tracking information on My Orders page of our website.
Coupons & Discounts
How can I use the coupon?
For every order, you may apply only one available coupon. You may always go to “You”—“My Coupon” to check all your coupons. It is easy to redeem, after adding to the shopping cart and checkout, select one valid and available coupon code in the “Choose a Coupon “ area. You can see that when placing the order.
Do my coupons expire?
Each coupon is valid for a certain period. Please note the valid date of each coupon. You may always check the valid period and status of your coupons in “You”—“My Coupon”. Expired coupons will turn grey and cannot be used anymore.
Return & Exchange
What is your return policy?
Online purchases (swimsuits & final sale excluded) made through cherypop are valid for exchange and return within 14 days from the delivery date.
All return/exchange items must be returned unworn, undamaged, unwashed, and with all the original labels attached in the original packaging. You are welcome to make an exchange as long as it is in stock or alternatively get a refund. You can click Return to get more details.
How can I return or exchange an order?
Submit item change request to customer service via service@Moonhoar.com.
Explain the product you want to return and the return reason.
Prepare your package.
Deliver your package.
How soon can I expect my refund for the return?
We will process the refund within a week after receiving your return package and confirm the item is intact.
FYI: It will take longer time (maybe 1 to 2 weeks depending on which CC company is ) to process the refund for the bank if your original payment method is credit card.
Why did cherypop fail to refund you sometimes?
There are multiples reasons that we fail to refund you in time.
1) PayPal cases. If you had contacted PayPal to open a dispute or file a claim of your order, then the order transaction is being reviewed by PayPal which makes the funds not available. Once the case is closed, we can manage to issue the refund to your account.
2) Credit card chargeback. If you had asked your credit card company to stop the payment before contacting us, we can do nothing during their investigation but wait until the case is closed.
3) Credit card issues. Sometimes customers don't use the original credit card or have changed the card, which will lead to refund failure. But we will ask for your PayPal account to send the amount.
4) Transaction overdue. If you ask for the refund exceed 180 days from the order payment date, we will have to ask our PayPal account manager to help issue the refund, which will cause about 1 week delay compare to our normal process.Please do check your order and package contents carefully before signing for the package.
If I receive a wrong/damaged/defective item, what should I do?
Contact us with picture(s) of the wrong/damaged/defective item as well as your order NO. so that we can investigate and take further action to resolve your problem.
What should I do if an item is missing from my order?
Sometimes, your order will be delivered in multiple packages. Please check your order details in your account.
Once all the packages have been delivered but you are still missing items, please contact our customer service representatives at service@Moonhoar.com and submit a request to us. Our customer service representatives will help you and get back to you within 24 hours.
Where can I return the item to ?
Products will be returned to our Chinese Return Center.
What shipping company can I choose for return?
Usually you can use any shipping carrier to ship the parcels back to us . You are supposed to choose the cheaper method like postal shipping, which is best and convenient for both of us .
Sorry that we don’t provide phone at this time. If you run into any issues, feel free to drop us an email.
Contact us: service@Moonhoar.com