Refund policy

Return Policy

At The Moonstoned, we want you to love your purchase. If you need to make a return, please review our policy below to ensure eligibility.

Return Eligibility

Returns are only accepted for items purchased directly from our website. Custom pieces, deposits, Treasure Hunt and Instagram purchases (unless previously discussed), sale items, and any engraved, resized, or altered pieces are non-returnable. To qualify for a return, items must be unworn and in their original packaging. Taxes are refundable. Items purchased with store credit are not eligible for return. Layaway items are not eligible for return. Made-to-order pieces are not eligible for return. 

Timeframe for Returns

Customers must return items to The Moonstoned HQ within 7 business days from the delivery date. A 10% restocking fee applies to all returns. Refunds are issued for the full purchase amount, excluding original shipping costs and the 10% restocking fee. Customers are responsible for all return shipping costs.

Return Process

To initiate a return, customers must email shipping@themoonstoned.com. Clients are responsible for ensuring the item is returned safely. Refunds will be processed within 5-10 business days, depending on the original payment provider. The return shipping address will be provided upon request.

Refunds & Store Credit

We do not offer store credit—only refunds, which are issued to the original payment method. The processing time for refunds is 5-10 business days, subject to the financial institution’s policies.

Return Shipping Costs

Customers must cover return shipping costs, as original shipping fees are non-refundable. We do not provide prepaid return labels. To ensure a secure return, we strongly recommend purchasing insurance and signature confirmation for your shipment.

Exchanges

Exchanges are not permitted unless previously discussed. Customers who wish to exchange an item must return it for a refund and place a new order separately.

Defective, Damaged, or Incorrect Items

If an item arrives damaged or incorrect, customers must report the issue within 24 hours of delivery with accompanying photos. Once the issue is confirmed, a replacement or refund will be arranged. For assistance, please email shipping@themoonstoned.com.