FAQ

UK Standard: 3-5 business days (Free on all orders).
Personalised items: 5-10 business days as they are handcrafted to order.
International: 7-14 business days depending on destination.

Yes! All UK orders come with free standard shipping, no minimum spend required. International shipping rates are calculated at checkout.

Yes, we ship worldwide. Shipping costs and estimated delivery times vary by destination and will be displayed at checkout. Please note that international orders may be subject to customs duties or taxes, which are the responsibility of the buyer.

Once your order is dispatched, you will receive a confirmation email with a tracking number. You can use this to follow your parcel's journey directly from the courier's website.

We offer hassle-free returns within 30 days of delivery. Items must be unworn and in their original packaging. Personalised items cannot be returned unless faulty. To start a return, email us at contact@moonela.co.uk and we will guide you through the process.

Yes! If the size is not quite right, we offer free exchanges. Simply contact us within 30 days of receiving your order and we will arrange an exchange for the correct size. Check our Size Guide to help you find the perfect fit before ordering.

We are sorry if this happens. Please email us at contact@moonela.co.uk with a photo of the item and your order number within 48 hours of receiving it. We will arrange a replacement or full refund at no extra cost.

All Moonela jewellery is crafted from high-grade stainless steel or 925 sterling silver, finished with a premium 18K gold plating using PVD (Physical Vapour Deposition) technology. This is the same coating used in luxury watches and is far more durable than standard gold plating.

Yes, 100%. Our PVD coating makes every piece fully waterproof, sweat-proof, and tarnish-free. You can shower, swim, exercise, and sleep in your Moonela jewellery without ever needing to take it off. It will not fade, discolour, or irritate your skin.

Yes. All our pieces are 100% hypoallergenic and safe for sensitive skin. We use surgical-grade stainless steel and nickel-free materials, so you can wear our jewellery all day without any irritation.

With proper care, Moonela jewellery is designed to last for years. Our PVD gold coating is significantly more durable than traditional gold plating and will not tarnish or fade with daily wear. We back every piece with a lifetime warranty.

Yes. Our moonstone, rose quartz, carnelian, and green onyx pieces feature genuine, natural gemstones. Each stone is unique in colour and pattern, which is part of their beauty. Gemstone authenticity details are listed on each product page.

Simply select the product, choose your preferred finish (gold or silver), and enter your personalisation details (name, initial, birthstone, etc.) in the fields on the product page. Our team will handcraft your piece exactly as specified.

Personalised items are made to order and cannot be returned unless they arrive damaged or faulty. Please double-check your spelling and size selection before placing your order. If there is an error on our side, we will replace the item free of charge.

Personalised pieces are handcrafted to order and typically take 5-10 business days for UK delivery. You will receive a confirmation email with tracking once your order is dispatched.

Wrap a thin strip of paper around your finger, mark where it overlaps, and measure the length in millimetres. Match your measurement to our Size Guide. If you are between two sizes, we recommend going for the larger one for a more comfortable fit.

40cm (16"): Sits just below the collarbone. Great for everyday wear.
45cm (18"): Our most popular length. Sits above the neckline.
50cm (20"): Falls below the neckline. Perfect for layering.
Check our Size Guide for more details.

No problem! We offer free size exchanges within 30 days. Just contact us at contact@moonela.co.uk and we will arrange an exchange.

We accept all major credit and debit cards (Visa, Mastercard, Amex), Apple Pay, Google Pay, Shop Pay, PayPal, and Klarna (buy now, pay later). All options are available at checkout.

Absolutely. Our store is protected by SSL encryption and all payments are processed through Shopify Payments, which is PCI DSS Level 1 compliant (the highest level of security certification). Your card details are never stored on our servers.

Yes! We offer Klarna at checkout, which lets you split your purchase into 3 interest-free payments. Shop Pay Instalments is also available for eligible orders.

During our Spring Sale, when you buy one piece, you get a second piece free. The discount is applied automatically at checkout. No code needed. This offer applies to all jewellery on the site.

Yes! You can combine your discount code with the Buy One Get One Free offer. Simply enter your code at checkout and both discounts will apply.

Moonela jewellery is designed to be low-maintenance. You can wear it in the shower, at the gym, and while swimming. For best results, avoid prolonged contact with harsh chemicals (bleach, chlorine in high concentrations). To clean, simply wipe with a soft cloth. Visit our Jewellery Care page for more tips.

Every order arrives in our signature Moonela luxury gift box, making it ready to wear or to give as a gift. No additional gift wrapping needed.

You can reach us by:
Live Chat: Available on our website during business hours.
Email: contact@moonela.co.uk (we reply within 24 hours).
Instagram DM: @moonelajewellery