RETURNS & REFUNDS
We hope you fall in love with Moon London jewellery, but if you wish to exchange or return an item, we are happy to help you to exchange it or provide a refund.
You have 14 days after receiving your order to return your items. Naturally, we can only accept returned items that are unworn or unused. The item must be in the same condition that you received it, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Please also check our list of return exceptions below to ensure your item is eligible for return.
The following items are non-refundable:
- Personalised items
- Engraved items
- Bespoke and made-to-order items
Arranging a return
To return an item, you can email us at firstname.lastname@example.org. Please don't forget to include your name, order number and reason for the return.
You will then receive instructions on how and where to send your package.
Please keep the proof of return and tracking details for all UK and international returns.
We will let you know when your item is safely returned to us. Once received, your refund will be processed within 1-8 working days.
For returns from the UK, Moon London recommends returning your items using a Royal Mail signed for delivery so that you can keep track of your return.
Using an alternative tracked delivery service does not affect your statutory rights. The returns policy for items on sale is the same as our returns policy noted above.
Refunds are usually processed within 1-4 working days following your item's return. We will only make a refund for an item we receive in its original condition.
Please use a reliable postal service. Refunds are usually processed within 5-8 working days following your item's return.
Gift returns can be made within the regular return period and attached with a copy of the original receipt.
Damages and issues
We carefully check each item individually while packing the orders for dispatch. Please inspect your order as soon you receive your order and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.