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. For any additional enquiries or any questions, please email shipping@themoonstoned.com.

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.

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.

Additional Policies

Layaway Policy

We offer payment plans for all website purchases, excluding sale items. The final payment is due within 30 days of the final invoice. If unpaid after this period, the item will be returned to inventory, and the amount paid will be issued as store credit. Store credit cannot be used for sale items, Instagram sales, or custom orders.

Shipping Policy

Domestic Shipping

All domestic orders ship at a $45 flat rate and require a signature upon delivery—this cannot be waived. Orders valued at $500 or more include additional high-value protection and require an adult signature. UPS does not offer a ‘hold for pickup’ option.

International Shipping

Customers are responsible for all duties and taxes. International shipping is available at a $75 flat rate and shipments are marked with full retail value for customs.

Redelivery Fees

UPS makes up to three delivery attempts before returning the package. If a package is returned due to non-delivery, the customer is responsible for any redelivery fees.

Insurance

All orders are fully insured. To maintain insurance coverage, we cannot waive the signature requirement.

Other Important Notes

For any shipping or return inquiries, customers can email shipping@themoonstoned.com. Address changes are supported but must be confirmed before shipment. Our policies are clearly stated on our website to prevent any misunderstandings regarding shipping and returns.