For orders placed on or after November 10, 2025:
We now offer 60-day returns. You have 60 days from the day you receive your order to process your return or exchange through our return portal.
Our return platform makes it 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.
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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.
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For Sets or Starter Set returns, the entire set must be returned as a whole for hassle-free returns.
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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.
U.S. Returns & Exchanges
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Direct Exchanges: We offer direct exchanges for U.S. orders. You may return your item using our provided return label(pre-paid) or with your own preferred shipping method. You will be responsible for the shipping fee on sending the item(s) back to us. However, we will cover the shipping costs to send the new item(s) back out to you.
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Process: Once your exchange or return request is confirmed, return your item using the instructions provided. An exchange order will be created for you upon receipt.
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Pre-paid Labels: We offer the option to use return labels from our platform. If you have sufficient balance, the return label fee will be automatically deducted from your order balance. If your balance is insufficient, we will send you an invoice for the label fee, which you can pay separately.
The Rest of the World:
- Return Labels: Return labels can be purchased through our return portal for certain countries. You'll have the option to select this when you proceed in the portal. Alternatively, you can return items using your own preferred shipping method.
- Exchanges: For international exchanges, return the item and we’ll issue a gift card or voucher, which can be used to place a new order on our website. If you use our return label, the fee will be deducted from the refunded balance.
Additional Notes:
- Our Final sale items are non-refundable meaning you won’t be able to return/exchange them.
- Sets must be returned in their entirety; we do not allow exchanges or returns of individual items from those sets.
- When sending the parcel back, please make sure to clearly mention “return” on the package and to the carrier, so that additional customs charges don’t apply, as we won’t be able to cover them.
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:
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Variant exchanges are allowed and can be processed through our Self-Service Returns Portal.
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Product Exchange:
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If the new item is more expensive, you’ll be charged the difference.
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If the new item is cheaper, we’ll refund you the difference (please contact our Customer Service team).
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Discounted Add-On Product / Deal at Checkout:
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Can only be exchanged for the same design in another variant (size, metal, or color).
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Cannot be exchanged for a completely different design, as the discount was tied to the original offer.
Refunds:
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If you return your lead item, all items from that order must also be returned.
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Partial returns that exclude the lead item while keeping upsell items are not eligible for a refund.
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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 taxes, duties and shipping costs are non-refundable.
