Returns & Exchanges
★ If you are in any way dissatisfied with your order, please contact us. And please remember the golden rule - be nice! You are dealing with a very small team of real people who are eager and happy to help you. Your satisfaction is our priority - we want to be sure you are happy and are open to trying to work out a positive solution within our policies. And in finding that solution, we deeply appreciate your patience and kindness.
★ If you need to cancel your order, a cancellation request must be received within 12 hours from your order being placed. Order cancellations after 12 hours from the time the order is placed do not qualify for a cancellation due to the nature of our production and shipping.
★ You have 90 days from the time the item is delivered to contact us with any returns or problems with what you purchased. As mentioned above, if damage or loss occurs when in transit, no refunds will be issued but repairs and/or replacements can be discussed. We will not issue a refund or exchange until the original item is received back in the condition in which it was received or see photographs of the damaged item with the packaging it came in. If an item is damaged after the 90 day period, no action will be taken. Please read below for more information of what items qualify for a refund or exchange.
★ Items that were damaged due to negligence in care, i.e. tarnishing, water damage, bending your jewelry, etc, do not qualify for refunds, replacements, or exchanges. We send care information with every piece we sell, and if an item is damaged by ignoring these suggestions, we are not responsible. No exceptions.
★ Items that you would like to return due to a skin sensitivity do not qualify for refunds or exchanges. If you have skin sensitivities, please carefully read the listing description and contact us if you are unsure. We do offer many pieces in sterling silver and 14k gold, and most of our pieces are nickel and lead free and we are happy to find a good match for you.
★ We do not, under any circumstances, refund original shipping charges, production upgrade fees, or any incurred customs charges or import taxes/duties/fees. With the exception of an item that arrived damaged due to our production error or a shipping issue, you will be invoiced for the shipping labels to ship your item to us and for us to ship them back to you. ($11 for US, $35 for outside the US). The label will not be processed until that invoice is paid. If a product arrives damaged due to our production error, we will cover the shipping charges. This is based on our assessment on a case-by-case basis after receiving photos of the damaged item and getting the details of the situation.
★ We stand behind our products and our materials. If you are dissatisfied with your item, please contact us within 90 days of receiving it. As long as it is not a customized item, as specified below, we are happy to offer an exchange of equal value or send a refund minus a 15% restocking fee once the item is returned to us. The restocking fee covers the donation made to charitable causes for every purchase of return-able items. It is not applied to equal value exchanges, it is only applied to refunds or partial refunds. It is non-negotiable.
★ Custom orders do not qualify for exchanges or refunds. Please read the list below for items that do not qualify for returns.
What qualifies as a custom item and cannot be refunded or exchanged?
*An item customized with an image provided by you
*A My Moon item (unless it is an issue with the handiwork)
*A piece was customized in a special size or length that differs from what is detailed in the listing (this includes sized sterling silver rings)
*A design or item you requested made from images, designs, or materials not typically sold in our shop (ie a 14k gold ring, a galaxy image not in our usual collection of available images, etc.)
★ International shipments that are returned to us due to a failure to pay customs/duties/taxes upon import do not qualify for a refund. Re-shipment costs are your responsibility as well.
If you are still unsure, please ask before making your purchase