🇺🇸 United States

 

 

HOW TO START A RETURN:

• Return window: 30 days from the delivery date.

• Head to our Self-Service Returns Portal and follow the steps — it's quick and hassle-free.

 

STANDARD RETURNS & EXCHANGES:

• Size exchanges: Free, with a prepaid return label provided by us.

• Material exchanges: Available — if upgrading to a higher-value material, you'll only pay the price difference, and we'll cover the return shipping.

• Design/style exchanges: You're responsible for return shipping (labels available for purchase in the portal); we cover the shipping cost of your replacement item.

• Your replacement order is finalized once we've received and processed your returned item.

 

FINAL SALE PIECES:

• Final Sale pieces are not eligible for return or exchange.

 

MYSTERY BOXES:

• Mystery Boxes are a US-exclusive offering and are final sale — they cannot be returned or exchanged.

 

CHECKOUT OFFERS (AFTERSELL):

These limited-time offers are tied to your original order and follow their own rules:

• Lead item: Variant exchanges are available through the portal. If the new item costs more, you'll be charged the difference; if it costs less, contact our support team for a refund of the difference.

• Discounted add-on item: Can be exchanged for a different variant (size, metal, or color) of the same design only — not for a different design, since the discount is tied to the original offer.

• Refunds: If you return the lead item, all items from that order must be returned together. Keeping the lead item while returning only the upsell item(s) is refunded normally. Returns can only be processed via our customer service team.

 

SETS & STARTER SETS:

• Must be returned as a complete set — we're not able to accept partial returns from bundled products.

 

GOOD TO KNOW:

• Not eligible for return or exchange: Gift Bags & Card Sets, and Moon Magic e-gift cards.

• Broken and defective items should not be returned via our Return Portal. Please reach out to us through our Contact Us page and attach a photo clearly showing the issue and a short description. Can't send a photo? No problem — just let us know and we'll help another way.

• Item condition: To qualify for a refund or exchange, items must be unused and in the same condition you received them in. Broken or defective items returned in used condition are not eligible for a refund/exchange.

• Processing time: Once your return arrives at our facility, please allow 7 days for processing (occasionally up to 14 days during high-volume periods). We'll email you once your return is received and again once it's finalized.

• Shipping labels: You're welcome to purchase a return label through the portal, but Moon Magic isn't responsible for packages that are lost, delayed, or damaged in transit, as this is outside our control. You're responsible for proper carrier drop-off.

• Warranty: Every piece comes with a complimentary 2-Year Warranty, covering all our gemstones and metals (925 Sterling Silver, 18kt Rose Gold, 18kt Yellow Gold Vermeil, 14kt Solid Gold, 10kt Solid Gold), effective for orders placed after December 1, 2022. See our T&Cs for full warranty details.

• Product complaints, wrong items, or general questions: These can't be processed through the Return Portal — please reach out to our customer support team directly.

 

🌏 International (including UK)

 

 

HOW TO START A RETURN:

• Return window: 30 days from the delivery date.

• Head to our Self-Service Returns Portal and follow the steps — it's quick and hassle-free.

 

UNITED KINGDOM:

• Size exchanges are available through the portal — select "Size Exchange" and we'll provide a prepaid label. Our support team will manually create your replacement order once we've received the return.

• Direct exchanges for a different design aren't currently available. If you'd like a different item, return yours for a gift card and place a new order.

• Final Sale pieces are not eligible for direct exchanges.

 

ALL OTHER INTERNATIONAL COUNTRIES:

• Direct exchanges aren't available. Return your item through the portal and choose a gift card refund, which you can use toward a new order.

• We’re currently unable to provide return shipping labels. You’re welcome to return your order using your preferred shipping method. Please note that Moon Magic is not responsible for any customs duties, taxes, or fees that may be charged if the return package is held at customs.

 

FINAL SALE PIECES:

• Final Sale pieces from international orders can be returned within 14 days of delivery, in exchange for a full refund or a gift card valued at 110% of your original purchase.

 

SETS & STARTER SETS:

• Must be returned as a complete set — we're not able to accept partial returns from bundled products.

 

CHECKOUT OFFERS (AFTERSELL):

These limited-time offers are tied to your original order and follow their own rules:

• Lead item: Variant exchanges are available through the portal. If the new item costs more, you'll be charged the difference; if it costs less, contact our support team for a refund of the difference.

• Discounted add-on item: Can be exchanged for a different variant (size, metal, or color) of the same design only — not for a different design, since the discount is tied to the original offer.

• Refunds: If you return the lead item, all items from that order must be returned together. Keeping the lead item while returning only the upsell item(s) is refunded normally. Returns can only be processed via our customer service team.
  

 

GOOD TO KNOW:

• Not eligible for return or exchange: Gift Bags & Card Sets, and Moon Magic e-gift cards.

• Broken and defective items should not be returned via our Return Portal. Please reach out to us through our Contact Us page and attach a photo clearly showing the issue and a short description. Can't send a photo? No problem — just let us know and we'll help another way.

• Item condition: To qualify for a refund or exchange, items must be unused and in the same condition you received them in. Broken or defective items returned in used condition are not eligible for a refund/exchange.

• Processing time: Once your return arrives at our facility, please allow 7 days for processing (occasionally up to 14 days during high-volume periods). We'll email you once your return is received and again once it's finalized.

• Shipping labels: You're welcome to purchase a return label through the portal, but Moon Magic isn't responsible for packages that are lost, delayed, or damaged in transit, as this is outside our control. You're responsible for proper carrier drop-off.

• Warranty: Every piece comes with a complimentary 2-Year Warranty, covering all our gemstones and metals (925 Sterling Silver, 18kt Rose Gold, 18kt Yellow Gold Vermeil, 14kt Solid Gold, 10kt Solid Gold), effective for orders placed after December 1, 2022. See our T&Cs for full warranty details.

• Product complaints, wrong items, or general questions: These can't be processed through the Return Portal — please reach out to our customer support team directly.