FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

COVID-19 Shipping Update

At Moon Magic, we are committed to the health and wellbeing of our customers and employees.


Please note: Our carrier is operating with the utmost caution to protect our customers and the delivery workers. Unfortunately, this may add to unavoidable delivery delays. We appreciate your patience and understanding during this time.


Orders to Australia: due to the ongoing pandemic and subsequent lockdowns in Australia, many of our orders are being held in a backlog at customs. We appreciate your patience in these processing delays, and are hoping you’ll be shining in your new Moon Magic ASAP!

Payments

We gladly accept all major credit cards (i.e. VISA, MasterCard etc.) or PayPal.

Please note: If you want to pay via American Express, please select PayPal in the checkout and then click on the option "Pay with Credit or Debit Card" inside PayPal. If you need help with that, please contact our customer service.

Great question. Our checkout page uses SSL, which ensures that all of your browsing and shopping data remains private.

We’re sorry for the trouble! First, make sure that your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having an issue, drop us a message and we’ll do our best to help!

Please note: If you want to pay via credit card and are using AMEX, you have to proceed to PayPal first, and then select the option "Pay with Credit or Debit Card" inside PayPal. If you need help with that, please contact our customer service.

During the first stage of checkout, look for a box beneath your order summary. Enter your code and click ‘apply,’ then watch the magic happen. Remember Moon Child, only one discount code can be used per order!

Discount codes apply to most of our jewelry, with the exception of pieces currently on sale. Our sale items already have a larger discount than most of the codes ever available, which means you are getting the best possible deal on them!

Shipping

US:

Standard Delivery: 2-5 Business Days

Express Shipping (2-3 Business Days (excl. weekends))

United Kingdom, Canada, Germany, Mexico, Japan, Netherlands, Ireland, Belgium, France, UAE, Italy, Sweden, Denmark, Finland, Austria

Express Delivery: 2-7 Business Days

All other countries:

Standard Delivery: 7-14 Business Days

 

All shipping times do not account for any unforeseen delays on the courier's end.

 

Please also note that due to Customs in Colombia and Mexico, shipments to these countries may experience delays.

 

Please also note that for the following countries, standard delivery is currently 14-30 days: Cayman Islands, Dominica, Guadeloupe, Honduras, Libya, New Caledonia, Nicaragua, Trinidad and Tobago.

 

Please note: Our carrier is operating with the utmost caution to protect our customers and the delivery workers. Unfortunately, this may add to unavoidable delivery delays. We appreciate your patience and understanding during this time.

We are excited to deliver our magical jewelry to women worldwide as we ship from Florida, USA, to almost any country, except Singapore, Indonesia and South Africa, sorry!

 

We deliver with our trusted partner DHL eCommerce. All international packages are carefully handed over to the local post office for final delivery.

 

Kindly note: We do not ship to PO Boxes, APO or FPO addresses at this time.

 

Please also note that we currently cannot deliver to the following countries: Bonaire, French Guiana, French Polynesia; Martinique, Myanmar, Reunion, Somalia, South Sudan, Switzerland, Syria, Tokelau, Turkmenistan, Yemen.

We are happy to offer the most competitive rates while still ensuring fast and trouble-free deliveries.

Shipping costs? We’re keeping it simple:

 

US

Standard Delivery

Orders above $50: Shipping is on us! You’re welcome!

Orders below $50: $5.90 one-off shipping fee

 

All other countries

All orders: $8.90 one-off shipping fee

Absolutely! We know you are excited to follow the journey of your new magical jewelry every step of the way.

We’ll always send a tracking number via email within 24 hours of your order. With this number you can track your order at www.dhl.com. You can also send us a quick message and we'll be happy to track it for you.

Our magical pieces are the perfect gift for that special person in your life… great choice! All our jewelry is shipped in a beautiful jewelry box and without an invoice.

 

We also offer beautiful gift bags and a perfect gift wrap set to add a touch of glam to your thoughtful present. No need to buy wrapping elsewhere - just add to your basket, pop the jewelry in when it arrives, and give that perfect gift!

We are always working on ways to get your jewelry to you faster.


For deliveries to the US we offer our Express Shipping option (2-3 business days, excl. weekends).

We offer our Standard Express delivery option (2-7 business days) for the following countries: United Kingdom, Canada, Germany, Mexico, Japan, Netherlands, Ireland, Belgium, France, UAE, Italy, Sweden, Denmark, Finland, Austria.

 

Unfortunately at this moment in time we are unable to offer express delivery to all other countries and outlaying islands.

 

Do you need an urgent gift - why not take a look at our e-gift cards?

Moon Magic cannot control these costs and is not responsible for any duties/taxes applied to your package, so you will be responsible for paying additional charges if they apply.

 

In rare cases you might be contacted by customs to submit an invoice. In this case, you can simply forward our order confirmation email which you’ve received when placing your order.

 

If you should decide to decline a package you will be refunded minus a fee for returning the item to us and restocking it.

 

For international shipments outside of the USA, all website prices are exclusive of sales tax. VAT is not collected at checkout. MoonMagic Jewelry is not responsible for VAT and customs fees which will be charged to the customer directly by the shipping service provider.

All orders ship Monday – Friday, excluding weekends and official bank holidays.

We recommend you order soon, so you get your magical jewelry in time.

Returns

Yes! We want you to be head over heels for your new jewelry. If you’re not 100% satisfied, we want to make things right.

Just send us an email within 30 days from the day you receive your parcel saying you’d like a refund. Then, we’ll send you step-by-step instructions for returning your jewelry.

 

Please note: All jewelry bundles + gift sets that were included with an offer or promotion must be returned as the full set (including all jewelry pieces, velvet box & gift bag) to be accepted for a refund.

As soon as we receive your returned item(s), we will initiate a refund of the purchase price of your items (excl. the shipping fee in case you paid for shipping).

Pre-Order

Our exclusive, made-to-order jewelry will be shipped straight to your door as follows:

 

Moonlit Collection: between Sept 15th & Oct 8th*

 

Divine Diamonds: Rings between October 7th & October 28th*
Earrings & Necklaces between October 15th & November 10th*

 

Lucky Letters Collection: between Oct 7th & Oct 28th*

 

Bold Classics Collection: Rings between November 5th & November 25th*
Earrings, Necklaces & Pendants between November 19th & November 30th*

 

* Shipping dates are subject to change. Any updates will be communicated via email so you are always kept up to date.

When you pre-order from us, you’re purchasing jewelry that is made to order. These are usually new styles that have not been released yet, so you’ll be the first to have yours when they’re ready.

Our team creates brand new designs to offer in a pre-order collection. During this time, every item is available for purchase. After the pre-order period ends, only the top selling items will join our permanent collection. That means your vote impacts the style of Moon Magic jewelry for an entire season. And if you’ve got a unique eye and picked something that others did not, you’ll become the proud owner of something rare or even one of a kind.

Each pre-order collection has its own delivery timeline. Check out the pre-order collection page to find out when a specific item will ship. This is usually around 5-8 weeks from the collection launch if there are no production delays. Of course, we’ll email you with specific details on your order to keep you updated at all times.

We charge your card for the item at time of checkout.

While any piece of jewelry will have some impact on the planet, pre-ordering jewelry helps us cut down on waste. By only creating pieces that already have a home, we’re making our industry a little bit greener. Also, for every piece of jewelry we sell, we plant a tree!

In order to cut down on energy used in delivery and packaging waste, we wait until your entire order is ready before shipping. Don’t worry, we’ll keep your in-stock items safe while you wait, and reserve them specifically for you (even if they sell out online).

Materials

Absolutely! Our promise to you is that all our gemstones are guaranteed authentic, approved by regular independent lab testing by GIA. Staying transparent with materials and treatments is our number one priority.

The Gemological Institute of America is the world’s foremost authority on diamonds and colored stones. We guarantee the authenticity of our gemstones through independent GIA tests.

Our jewelry is made from a range of precious metals, including the following: 925 Sterling Silver, 14k Solid Rose Gold and 14k Vermeil which is 925 Sterling Silver plated in 14k Rose and Yellow Gold (this coating is 50% thicker than traditional gold-plated pieces, keeping it beautiful for years to come). There is no nickel present in our jewelry.

Our watches are made from 316L Stainless Steel which is comfortable to wear and won´t tarnish over time.

We have a stunning selection of gemstones each with their own magical properties and unique beauty. We offer the following genuine stones: Rainbow Moonstone, Rose Quartz, Labradorite, Diamonds, White Topaz, Turquoise, Aquamarine, Amethyst, Blue Topaz, Garnet, Peridot, Citrine, Tourmaline, Green Onyx, Lapis Lazuli, Ruby, Pink Sapphire, a range of Raw Cut Crystals and authentic Opal. Please refer to the individual product descriptions for more detail.

We firmly pride ourselves on responsible sourcing of our gemstones and value our close relationships with our suppliers. We give back by donating to Trees For The Future and aim to cause as little disturbance to nature as possible by using only ethical providers.

 

Here’s where our gems come from:

 

Moonstone: India

Raw Crystals: India

Labradorite: Madagascar

Opal: Ethiopia

Garnet: Mozambique

Turquoise: Arizona U. S.

Rose Quartz: Brazil

Amethyst: Brazil

Citrine: Brazil

Topaz: Brazil

Peridot: China

Aquamarine: Afghanistan

Diamonds: South Africa

Green Onyx: Brazil

Lapis Lazuli: Afghanistan

Ruby: Thailand

Pink Sapphire: Thailand

Any jewelry made with copper such as Sterling Silver and Rosé Gold items can tarnish slightly over time, however, for many people, this is outweighed by the beautiful properties of natural metals. This means the finish can potentially leave behind a surface mark on the skin when worn. This coloration easily washes off with warm water and a mild soap.
If you do see a slight blackening in your piece it is nothing to be alarmed about and the ring can easily be brought right back to it's shining self with a jewelry polishing cloth.
 

Any side effect caused by the natural properties found in our jewelry is temporary, unavoidable and not valid for a refund.

Keeping your gemstones gleaming is easy! Wash your jewelry with warm soapy water and a soft-bristled brush, like a toothbrush. Pat dry using a soft microfiber cloth and store your jewelry in a safe, dry place when it’s not being worn.

 

Try to avoid harsh chemicals that can lurk in everyday products such as lotion, perfume, and hairspray as well as household cleaners like bleach. To be safe we recommend your jewelry is the last thing you put on and the first thing you take off when you get home.

 

For more information on care and cleaning, check out our Jewelry Care Guide.

Loyalty

It's super simple & free! In order to join our exclusive Loyalty Club visit the following page. We are so excited to welcome you in our inner circle!

Help us spread the magic and earn points for a variety of actions, from simply joining our Club to purchasing stunning jewelry to following us on social.

Find out everything about our perks on the following page.

Join, collect, enjoy! It’s that simple.

Any rewards you revel in through our Loyalty Club can be redeemed as savings towards your next purchase.

The more points you earn, the better the rewards. It’s like magic!

Find the full list of exciting rewards on the following page.

Of course not! We believe that loyalty should be rewarded and want to reward you for being part of our Moon Magic fam!

Other

A moon child’s question should never go unanswered. If you still have questions or simply have something to say, send us an email at [email protected] and we'll get back to you as soon as we can. Don't forget: if you’re contacting us about an order, we need your email address or order number to sort things out ASAP!