Returns
We hope that you are happy with your purchase from Moonela. However, if this is not the case, we will refund an item you are unhappy with, within 30 days of receiving your order. The item must be in a re-saleable condition.
Order Cancellations
Once an order has been placed and payment has been confirmed, it enters our shipping workflow immediately and we are unable to retrieve it from this workflow. This does not affect your statutory right to cancel under the Consumer Contracts Regulations 2013 — your 14-day cooling-off period is preserved and exercised via the return procedure below.
If you wish to cancel your order and obtain a refund, please follow one of these routes :
- Refuse delivery directly at the courier (preferred) — when the courier attempts delivery, decline to accept the parcel. It will be automatically returned to us at no cost to you, and we will issue a full refund of the product value to your original payment method within 5–7 working days of receipt at our premises.
- Accept delivery and return the parcel — receive the parcel as normal, then re-pack it unused in its original packaging and return it to our address (Moonela Returns, Moonela Limited, Flat 807, 12 Bankside Boulevard, Salford, M3 7HX, United Kingdom). Return shipping costs are the customer's responsibility. Once we receive the parcel back, we will refund the full product value (excluding return shipping costs) to your original payment method within 5–7 working days.
- Exception — delayed delivery : if our delivery exceeds our published timeframe (6–8 working days for standard orders, 10–14 working days for personalised orders), we will additionally reimburse your return shipping costs upon receipt of your postal receipt.
Note : Personalised orders, customised pieces (including engraved names, birthstones, custom letters) and earrings remain exempt from the right of cancellation under Regulation 28 of the Consumer Contracts Regulations 2013.
Please note, before making a purchase that any item returned may take up to 10 days to be refunded back to you. If there is any fault with your item please notify us within 24hrs of receiving the goods.
Please note, free items must be returned with your order. If not, any free items (as part of a qualifying purchase) granted at the time of purchase will be prorated and applied to the amount of refund.
Personalised orders and earrings are non-returnable.
Customised necklaces are made specifically for you and therefore refunds and exchanges or cancellations after 24 hours are not applicable with these items. Due to hygiene & safety reasons earrings cannot be returned.
Customer Responsibility.
If a package is returned to us because of an incomplete or incorrect address, failure to collect the package, refusal of delivery, or an unsuccessful delivery attempt, we will provide one complimentary reshipment once the returned package has been received and the correct shipping information has been confirmed. Additional reshipments may require payment of new shipping charges. Please ensure all shipping details are accurate to avoid delays.
How To Return An Item
When returning items to us, please ensure the item you wish to return, is unused and in the same condition that you received it in. It must also be in the original packaging provided. Any items deemed in an unsaleable condition will be rejected as a return and the customer will be notified by email.
4. Our team will offer you a solution within 48 business hours.
International Returns
As an International customer you can return your parcel using any postal service. Please note — all shipping costs are the responsibility of the customer. It’s important to clearly mark your parcel as ‘Returned Goods’ to avoid being charged any customs duties. If a return is incorrectly declared (e.g. as a ‘gift’) and we are charged customs fees, these will be deducted from your refund. Please also note, we do not refund international customs taxes and sales charges.
The parcel remains your responsibility until it arrives with us — remember to ask for proof of postage, so if your parcel goes missing in the mail, you’ll have evidence that you sent it. We strongly recommend using a tracked and insured service for your return, as we cannot refund or exchange items that do not reach us safely.
MOONELA LIMITED, Company Number 17216904, registered in England and Wales.
Registered office: 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom.
Contact: support@moonela.co.uk
Buy One Get One / promotional sets. Items purchased together under a buy-one-get-one (or similar 2-for-1) offer are treated as a single set. To return a promotional set for a full refund, all items in the set must be returned together. Where one item in the set is faulty, we can instead offer a partial refund of up to 50% and you keep the pieces.
Personalised & Made-to-Order Items
Personalised pieces (engraved, name, initial, birthstone or otherwise made to order) are crafted specifically for you. In line with UK and EU consumer law, made-to-order items are exempt from the 14-day change-of-mind withdrawal right and cannot be returned or refunded for a change of mind. If your personalised piece arrives defective, damaged, or different from what you ordered, contact us at support@moonela.co.uk with photos and we will make it right.
Chargebacks and Payment Disputes
We encourage customers to contact our support team at support@moonela.co.uk before opening a payment dispute or chargeback, almost every issue can be resolved faster directly with us. Opening a dispute while a return or refund request is already being reviewed may delay the resolution process.
If a chargeback is opened, Moonela reserves the right to provide the payment provider with relevant order records, shipping information, tracking, customer communications, and the applicable policies accepted at checkout.
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