Refund policy

Returns and cancellations

Cancellation and return deadline

For eligible online purchases, you can cancel from the time you order until 14 calendar days after the day you, or someone you nominate, receives the jewellery. If items from one order arrive separately, this period ends 14 days after the day the last item arrives. Tell us clearly that you wish to cancel, for example by emailing contact@lunarmothjewellery.com. You do not need to give a reason. Send the items back without undue delay and within a further 14 days after the day you tell us. Statutory deadlines ending on a Saturday, Sunday or bank holiday extend to the next working day.

Standard jewellery and bespoke commissions

Standard catalogue jewellery is eligible for change-of-mind returns, including jewellery made after you order and rings ordered in a listed size. Made to order does not mean bespoke. Bespoke means jewellery made to your individual specifications or personalised for you, such as agreed engraving or an alteration outside our standard catalogue options. Bespoke and personalised commissions are excluded from change-of-mind cancellation and returns once production or personalisation has started. Contact us as soon as possible if you wish to cancel a commission before work starts. Your rights if goods are faulty or not as described are unaffected.

Earrings and studs

We accept eligible returns of unworn non-bespoke earrings and studs under the cancellation terms above. Please return them unworn and undamaged. You may inspect them, but for hygiene please do not insert them into piercings when deciding whether to keep them. Any use beyond necessary inspection is dealt with under the condition and refund terms below, rather than automatically removing your cancellation rights.

Condition, box and cleaning cloth

You may open the packaging and handle the jewellery as you reasonably would in a shop to inspect it. Apart from that necessary inspection, return it unworn and undamaged. Return all items supplied with the jewellery: the ring or jewellery box, cleaning cloth, any other included accessories and the original presentation packaging must be returned. Pack everything securely for the journey back. Opening packaging for reasonable inspection does not itself justify a deduction, and missing packaging does not automatically remove your right to cancel. If supplied items are missing, or handling beyond necessary inspection has reduced the value, we may deduct only the actual loss in value, where legally permitted. We will explain any deduction; we do not charge a cancellation or restocking fee.

Full refunds and delivery charges

If you cancel an eligible whole order before dispatch, we refund the full amount paid, including any delivery charge. If you return an eligible whole order, we refund the full purchase price and the original delivery charge paid, subject only to any lawful deduction for loss in value explained above. This includes any Express delivery charge paid. For a partial return, we refund the amount paid for the returned items, subject to any applicable promotional adjustment. You pay the cost of posting a change-of-mind return to us. This does not affect your rights if goods are faulty or not as described.

When your refund is processed

For a cancellation before dispatch, we process the refund within 7 calendar days of your cancellation and no later than 14 days after the day you tell us. For returned goods, we process the refund within 7 calendar days of receiving the return, and in every case no later than 14 days after the day we receive the goods or evidence that you sent them back, whichever is earlier. Refunds go to the original payment method unless you expressly agree otherwise. Please contact us before sending goods back so we can help with the return arrangements; this does not require you to wait for permission to cancel.

Faulty or misdescribed goods

These change-of-mind terms do not limit your statutory rights if jewellery is faulty, damaged on arrival or not as described. Please contact us so we can put the problem right and arrange the appropriate return.

EXCHANGE

Voluntary exchanges are available within 14 days of receipt of the original piece. All jewellery must be returned in its original, unworn condition. Please note that the buyer is responsible for all return postage and shipping costs. Once we have received the jewellery, we will dispatch the replacement piece within 5 working days.

Exchange items will be dispatched once the returned goods have been received and confirmed as unworn/undamaged. The customer is liable for all return postage and shipping costs, as well as the cost of postage for the exchanged item.

We do not offer voluntary exchanges on earrings or studs. This does not affect your right to cancel an eligible online purchase or your statutory rights if an item is faulty or not as described.

A re-delivery charge of £4.95 will be applied for exchanges.

RETURNING FAULTY GOODS

Please email: contact@lunarmothjewellery.com to learn how to make a return on faulty jewellery.

Our jewellery is Handcrafted with love and great care, but we are only human. If there is a problem with your jewellery, please do not hesitate to contact us so we can put it right for you.

If you have any questions, email contact@lunarmothjewellery.com.