Delivery & Returns
DELIVERY AND RETURNS
Moon Jewellery offers 30 day return and exchange policy if you are not entirely happy with your product. Please contact us within 14 days before returning your item to receive a refund otherwise past that time, you will automatically receive the e-voucher.
Please note that the product must be in original condition, unworn and with security tag in place for a full money back guarantee or exchange.
This guarantee does not cover neglect on the part of the customer and bespoke orders made to customers' design.
A full refund will be given after the product has been received and has been inspected and verified by our team.
Unfortunately we cannot accept the return or exchange of pierced earrings in compliance to current Health & Hygiene regulations.
If you would like to send your item back, please do not add Moon Jewellery on the address label. Please only write Moon, followed by our address. This is for security reasons. We cannot be held responsible for returned parcels that go missing in the post. If this does happen you may be able to reclaim the full amount from the Royal Mail or your courier provider.
12 Silver Street
If you would like to exchange your product, an extra £ 3.50 will be charged for the postage.
Your right to cancel
If you discover that you have made a mistake with your order or perhaps want to cancel your transaction, please contact us immediately before your order has been dispatched.
Unfortunately any orders made to your measurements or to your own design 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 (change in size or lengths) can be discussed and if they are 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 that time your deposit is non-refundable.
Moon Jewellery offers free delivery with orders over £ 80 within United Kingdom.
For orders which do not qualify for free delivery we offer a few options at different rates:
1. Tracked delivery - £ 4.99 (3-5 working days)
2. Special Delivery Guaranteed (delivery within 2 days) - recommended £ 7.30
* orders must be placed by 3pm
3. Free Collection from our store in Durham.
Europe - Royal Mail International Signed For - £12
USA and Canada £14.99
New Zealand, Australia £21.99
Delivery charges are calculated per order not per item.
Once the payment is cleared, your items/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 3pm, orders placed after 3pm will be dispatched the next working day. Any orders placed on a Friday after 3pm will be processed on the following Monday (not including bank holidays).
Moon Jewellery carries a good stock of jewellery, however Limited Editions or One Off collections may have been sold in one of our shops. 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. Every so often artists may offer you a similar item. In this case 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 make sure that you are kept up to date with the progress of your order, however we will accept no liability to you for such delay or failure.
All items are carefully packaged however if your parcel arrived damaged, we must be informed in writing within 24 hours from receiving your order.
Further instructions regarding returning the item will be send via email.