Shipping Policy
Shipping & Delivery
At Moon Jewelry, we want your shopping experience to be simple and transparent. This Shipping Policy explains how orders are processed, shipped, tracked, and handled if a delivery problem occurs.
Order Processing
After your order has been successfully placed and payment has been confirmed, we begin preparing your order for shipment.
You will receive an order confirmation at the email address provided during checkout. Once tracking information becomes available, you may also receive a shipping or tracking notification.
Orders are processed and dispatched as soon as reasonably possible. Any delivery estimate shown at checkout or in your order confirmation should be treated as the applicable estimated delivery period.
Shipping Destinations
We ship to the countries and regions available during checkout.
If a particular destination is not available when entering your shipping address, we are currently unable to ship the order to that location.
Shipping Costs
Available shipping methods and their costs are displayed during checkout before you complete your purchase.
The total amount payable, including applicable shipping charges, will be shown before the order is confirmed.
Delivery Times
Delivery times may vary depending on your destination, the selected shipping method, the carrier, public holidays, and other circumstances affecting transportation.
Where a specific delivery period has been provided during checkout or otherwise agreed with you, that delivery period applies.
If no different delivery time has been agreed, goods will be delivered without undue delay and no later than 30 days after the contract is concluded, in accordance with applicable EU consumer rules.
Order Tracking
Once tracking information is available, you can follow your shipment through our Track My Order page.
You can normally track your order using your tracking number or the order information requested on the tracking page.
Please note that tracking information can sometimes take a short time to update after a parcel has been handed over to the carrier.
Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please review your address carefully before completing checkout.
If you notice an error after placing your order, contact Moon Jewelry as soon as possible. We will try to assist you before the order is dispatched, but we cannot guarantee that an address can be changed once the shipment has entered the carrier's network.
Delayed Deliveries
Occasionally, deliveries may take longer than expected because of carrier delays, high shipping volumes, weather conditions, customs procedures, public holidays, or other circumstances outside normal delivery operations.
If your order has not arrived within the agreed delivery period, please contact us.
Under applicable EU consumer rules, if goods are not delivered within the agreed period—or within 30 days where no other period was agreed—you may generally request delivery within an additional reasonable period. If delivery still does not take place, further statutory rights, including termination of the contract and reimbursement, may apply.
Lost or Missing Parcels
If your tracking information has not updated for an unusually long period, or your parcel appears to be lost, please contact us through our Contact page.
We will review the shipment information and, where necessary, contact the carrier.
Where delivery is arranged by Moon Jewelry, responsibility for the goods generally remains with the seller until the goods are delivered to you, subject to applicable consumer law.
Damaged Parcels or Products
Please inspect your order after delivery.
If your parcel or product arrives damaged, contact us as soon as reasonably possible and provide:
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the outer packaging where relevant
Please keep the packaging until the issue has been reviewed.
Your statutory consumer rights are not affected. Under EU consumer rules, where the seller arranged the delivery, the seller bears the risk of damage during transportation until the goods are received by the customer.
International Orders, Customs & Import Charges
For orders delivered outside the relevant customs territory, customs duties, import taxes, or other charges may apply depending on the destination country.
Where such charges are not included in the price displayed by Moon Jewelry, they may be collected by the relevant customs authority or delivery provider.
Any applicable delivery restrictions and charges should be reviewed during checkout before placing your order. EU rules require online traders to provide customers with clear information about delivery costs and delivery arrangements before purchase.
Returns & Refunds
Shipping and delivery matters are separate from your cancellation, return, refund, and statutory warranty rights.
For information about returning an item, please see our Returns & Refunds page.
Need Help?
If you have questions about shipping, tracking, or an order that has already been placed, please contact the Moon Jewelry support team through our Contact page.
We’ll be happy to assist you.