Returns Policy
Moon offers a 30 day return and exchange policy if you are not satisfied with your purchase. Please notify us of your return and ensure it is delivered back to us within 14 days to receive a full refund. Once this time period has lapsed, you will receive an e-voucher in place of a refund. Please note that buyers pay for postage.
The product must be in its original condition, unworn and with security tag in place for a full money back guarantee or exchange.
A full refund will be given after the product has been received and has been inspected and verified by our team.
This guarantee does not cover customer neglect and bespoke orders made to customers’ design.
Unfortunately, we cannot accept the return or exchange of pierced earrings in compliance to Health & Hygiene regulations.
Important!
When posting your item back to us, please address us as Moon, followed by our address. Do not include “Jewellery.” This is for security reasons. We cannot be held responsible for returned parcels that go missing in the post. Should this occur, you may be able to reclaim the full amount from Royal Mail or your courier provider.
Return address:
Moon
13-15 Silver Street
Durham City
DH1 3RB
United Kingdom
Exchange
If you would like to exchange your product, an additional £ 5.99 will be charged for the postage.
Your right to cancel
If you have made a mistake or want to cancel your transaction, please contact us immediately before your order has been dispatched.
Bespoke Orders
Unfortunately, any bespoke or customised orders cannot be returned. If there is a problem with the item you have received, please contact us immediately and we will try to resolve the issue. Minor alterations such as a change in size or length can be discussed. If reasonable, we may do them free of charge.
Once you have placed your bespoke jewellery order, you have 24 hours to cancel before we start making the item. After this time, your deposit is non-refundable.
Delivery Policy
Moon offers free delivery with orders over £40 in the United Kingdom.
For orders that do not qualify for free delivery, we offer a few options at different rates:
United Kingdom:
1. Tracked delivery – £ 5.99 (3-5 working days)
2. Special Delivery Guaranteed* (delivery within 2 days) – recommended £ 7.99
* orders must be placed by 12pm
3. Free Collection from our store in Durham.
International:
Europe – Royal Mail International Signed For – £14.99
USA and Canada – £16.99
New Zealand and Australia – £23.99
Asia – £23.99
Delivery charges are calculated per order not per item.
Once the payment is cleared, your item(s) will be posted within the next working day (except for commissions made to order). Orders are dispatched Monday – Friday. For Next Day Delivery, orders must be placed before 12pm, and orders placed after 12pm will be dispatched the next working day. Any orders placed on a Friday after 12pm will be processed on the following Monday (not including bank holidays).
Delays
Moon carries a good stock of jewellery; however Limited Editions or One Off collections may have been sold in our physical store. In this case, you will be informed within one working day that your item is not available and the refund will be processed. Please note that this happens very rarely. Our artists may offer you a similar item and in this event, we will keep you fully informed.
Occasionally, the supply of your item(s) may be delayed or prevented for reasons beyond our control, for example – import delays, airline disputes, weather conditions etc. Where this is the case, we will ensure that you are kept up to date with the progress of your order. We will accept no liability to you for such delay or failure.
For users that register on our website, we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time, with the exception of usernames. Website administrators can also see and edit that information.
Damaged parcels
All items are carefully packaged. In the rare instance your parcel arrived damaged, we must be informed in writing within 24 hours from receiving your order.
Further instructions regarding returns will be sent via email.
Note
The Return Policy for sales made in-store differ. Please contact us to learn more.