At Moon & Gold, each piece is made or carefully prepared with intention and care. We want you to feel confident when you shop with us, and if something is not right, we will always do our best to help.
Returns
If you change your mind about your order, you have the right to request a return within 14 days of receiving your item.
Please let us know by email within that 14-day period at hello@moonandgold.co.uk. Once you have told us you would like to return your order, you have a further 14 days to send it back.
To be eligible for a return, items must be:
- unused and unworn
- returned in their original condition
- returned in their original packaging where possible
Unless an item is faulty, customers are responsible for the cost of return postage. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.
Non-returnable items
Because of the nature of our products, the following items cannot be returned unless they are faulty or not as described:
- personalised or custom-made jewellery
- earrings, for hygiene reasons
- gift cards, if applicable
Personalised items are generally exempt from the usual 14-day change-of-mind cancellation right.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged, or not as described, please contact us as soon as possible at hello@moonandgold.co.uk with:
- your order number
- a short description of the issue
- clear photos if possible
If an item is faulty or not as described, you may be entitled to a repair, replacement, or refund under the Consumer Rights Act 2015. Customers can usually claim a full refund within 30 days for faulty goods.
Refunds
Once your return has been received and checked, we will let you know whether your refund has been approved.
If approved, your refund will be made to your original payment method within 14 days of receiving the returned item, or evidence that it has been sent back.
Please note:
- original shipping charges may not be refunded unless the item is faulty or incorrect
- if an item is returned in a condition that suggests handling beyond what is necessary, a deduction may be made where legally permitted
How to request a return
Please email hello@moonandgold.co.uk with:
- your full name
- order number
- reason for return
Return address:
Moon and Gold
124 Basque Court, Garter Way, SE166XE