Returns

Returns & Exchanges

Returns & Exchanges

Our standard return period is 30 days from the delivery date.
 
Our return platform makes the process quick and hassle-free.
 
Please note:
  • All pieces from our Final Sale collection as well as Gift Bags & Card Sets and Moon Magic e-gift cards, are not eligible for exchanges or returns.
  • Direct exchanges are not available for international orders, thank you for your understanding! However, if you'd like to exchange your item, we’re happy to assist with processing the return and will issue a gift card. You can use this gift card to place a new order with us.
  • For Sets or Starter Set returns, the entire set must be returned as a whole for hassle-free returns.
  • Please note that for all countries taxes, duties and shipping costs are non-refundable.

    Return/exchange broken or defective item(s): You must attach a picture that clearly shows the broken/defective items and describe the issue(s) with your item. Please let us know if you cannot send a picture and we’ll be happy to help.

 

 

Return & Exchange Policy through the Return Platform

 

All orders can be returned or exchanged through our Self-Service Returns Portal.
 
To initiate a return, please visit our Online Self-Serve Returns Portal and follow the steps provided.
 
For product complaints, wrong items, or any other inquiries, please reach out to our customer support team. These requests cannot be processed through our Return Portal.
 
United States 🇺🇸
 
We offer direct exchanges for U.S. orders through our Self-Serve Returns Portal.
 
Size exchanges are free of charge and include a prepaid return shipping label provided by Moon Magic.
 
Material exchanges are also available for U.S. customers. If exchanging for a higher-value material, customers are only required to pay the price difference. A prepaid return label will also be provided for these exchanges.
 
For exchanges involving a different product design or style, customers are responsible for the return shipping cost. Return labels can be purchased directly through the Return Portal. Moon Magic will cover the shipping cost of the replacement order.
 
Once the returned item has been received and processed by our warehouse, the replacement order will be finalized.
 
United Kingdom 🇬🇧
 
Customers in the United Kingdom may request a size exchange through the Self-Serve Returns Portal by selecting “Size Exchange.” A prepaid return label will be provided, and our Customer Support team will manually create the replacement order once the return has been received.
 
Direct product exchanges for different items are not currently available for UK orders. Customers wishing to exchange for another design may return their item and select a gift card refund to place a new order.
 
International Orders 🌏
 
Direct exchanges are not available for international orders outside of the United States and the United Kingdom.
 
Customers may return eligible items through the Self-Serve Returns Portal and choose to receive a gift card refund, which can be used toward a new purchase on our website.
 
For select countries, return shipping labels may be purchased directly through the Return Portal. Customers may also choose to return their items using their own preferred shipping method.

 

  •  

 

Return Policy for AfterSell Orders

 

These are limited-time promotional offers shown at checkout. Since they are tied to your original order, they follow special return and exchange rules:
 
Lead Item (the main product in the offer) - US:

  • Variant exchanges are allowed and can be processed through our Self-Service Returns Portal.

  • Product Exchange:

    • If the new item is more expensive, you’ll be charged the difference.

    • If the new item is cheaper, we’ll refund you the difference (please contact our Customer Service team).

 

Discounted Add-On Product / Deal at Checkout:

  • Can only be exchanged for the same design in another variant (size, metal, or color).

  • Cannot be exchanged for a completely different design, as the discount was tied to the original offer.

 

Refunds:
  • If you return your lead item, all items from that order must also be returned.
  • Partial returns that exclude the lead item while keeping upsell items are not eligible for a refund.
  • If you return only the upsell items but keep your lead item, your refund will be processed as normal.

 

 

Return Processing & Eligibility for Refund or Exchange

 

Once your package has arrived at our facility it will normally take 7 days (in rare cases it can take up to 14 days) for us to process your request. During this period our warehouse staff will verify and account for everything you have sent us.

 

Once we receive confirmation from our warehouse, we’ll contact you via email to confirm that your return has been received and to finalize the process. For returns and exchanges submitted through our Self-Serve Return Portal, you will receive automated email updates at each step of the process.


Note: To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. If you return a broken or defective item, only a partial refund can be made. Please also note that Moon Magic gift cards are non-refundable. Please note that for all countries shipping costs are non-refundable.

 

Please note that you have the option to purchase a return label from the carrier through our portal, but Moon Magic is not responsible for lost, delayed, or damaged packages as we have no control over the shipping process.

 

Customers are responsible for return handling and correct carrier drop-off of their packages.

 

Warranty

Warranty


Enjoy our complimentary 2 Year Warranty on all jewelry pieces in our entire collection.

Our warranty is applicable for all Moon Magic jewelry, including all authentic gemstones and the following metals: 925 Sterling Silver, 18kt Rose Gold, 18kt Yellow Gold Vermeil, 14kt Solid Gold and 10kt Solid Gold. Effective from December 1st, 2022.
Please also read our T&Cs for full details on our warranty.