Return and Refund Policy

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.

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.

Please follow the steps below to return your parcel to us:

1. Re-pack the item in sealed bag with all packaging still attached.
2. Visit our Contact page or write to us at support@moonela.co.uk
3. Attach a clear photo of the jewelry in question and describe the issue you're experiencing.
4. Our team will offer you a solution within 48 business hours.
5. Keep your certificate of postage safe as you will need this as your proof of return.
6. Once your return is received and inspected, a full refund of the item/s (excluding any delivery charges) will be processed and a credit will be automatically applied to the original payment method. It will take up to 10 working days to refund your account, you will receive an email stating your account has been credited.

All parcels returned to us due to the customer entering an invalid/incomplete address, the customer will incur the charge of the redelivery.

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.

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.