How quickly do you ship?

We dispatch most orders within 1–2 business days from Sydney, Australia. Many orders ship the same day when placed before our daily cutoff.

How long will delivery take?

Estimated delivery times after dispatch:

• Australia: 2–7 business days
• United States: 5–10 business days
• Canada, UK & Europe: 7–14 business days
• Rest of world: 7–21 business days

Customs and postal delays can occasionally extend these estimates.

Do I have to pay US import tariffs or customs fees?

For US orders, we generally pre-pay applicable import tariffs and duties — no surprise fees on delivery. For other international orders, customs duties or taxes may apply depending on your country and are the customer's responsibility.

Can I track my order?

Yes. Once your order ships, you'll get a confirmation email with tracking. Allow up to 48 hours for tracking to update after dispatch.

Can I change or cancel my order?

Contact us as soon as possible at connect@hellomoonstone.com. We dispatch quickly, so we can usually only make changes if the order hasn't shipped yet.

My order hasn't arrived — what do I do?

Check your tracking first. If it's outside the estimated window or looks stuck, email us and we'll help investigate with the carrier.

How do I choose the right ring size?

Most ring listings include a size guide within the product images. If you're unsure, send us your finger measurement in millimetres and we'll help you pick the right size.

What if I order the wrong ring size?

We offer easy size exchanges within 15 days on eligible items. Customers outside of Australia are excluded. Email us and we'll help arrange it.

What are your pieces made from?

Our jewellery is handmade using natural materials, including freshwater pearls, abalone shell, mother of pearl, natural gemstones, sterling silver, brass, vermeil, and 18K gold-bonded stainless steel. Material details are listed on every product page.

Is your jewellery made from real sterling silver?

Yes — our sterling silver pieces are made from genuine 925 Sterling Silver.

Are your gemstones and shells real?

Yes. Because they are natural, every piece is unique and may vary slightly in colour, pattern, or texture.

Is your jewellery waterproof?

Only our 18K gold-bonded stainless steel pieces are waterproof, tarnish-resistant, and suitable for everyday wear in water. All other materials — sterling silver, vermeil, brass, shell, pearl, and natural gemstones — should be kept dry and removed before swimming, showering, or exercising.

Will my jewellery tarnish?

All jewellery changes over time depending on wear, skincare products, perfumes, and storage. Sterling silver and brass naturally develop a patina; gold-bonded stainless steel is designed for long-lasting wear when cared for correctly.

How do I care for sterling silver?

Keep it dry, avoid contact with perfumes and chemicals, store it in a dry place when not worn, and polish it with a soft cloth to restore shine.

How do I care for brass?

Brass develops a natural patina over time — this is part of the material's character, not a defect. Keep it away from water and chemicals, and gently polish with a soft cloth when needed.

How do I care for vermeil?

Vermeil is delicate. Keep it dry, avoid perfumes, lotions, and chemicals, and store it separately to prevent scratching.

How do I care for shell, pearl, and natural stones?

Gentle care only. Keep them dry, avoid chemicals and perfumes, and store them separately so harder pieces don't scratch them.

Will my piece look exactly like the photo?

Our pieces are handmade with natural materials, so slight variations in colour, shape, and pattern are normal. Each piece is unique — that's part of the appeal.

Do you accept returns?

Yes. Eligible items can be returned within 15 days of delivery, in unworn original condition. Excluded items are sale items, earrings, and Afterpay purchases. The customer is responsible for return postage and any new postage fee for exchanges. See our full Returns & Exchanges Policy for details.

Can I exchange my item for a different size?

Yes — ring size exchanges are our most common. Email us and we'll help arrange it.

My item arrived damaged — what do I do?

Email us at connect@hellomoonstone.com within 7 days of delivery with your order number and clear photos of the issue. We'll arrange a replacement, repair, or refund and cover return postage.

Do your pieces make good gifts?

Yes. Every order is carefully packaged and gift-ready. Many customers buy Hello Moonstone for birthdays, anniversaries, bridesmaid gifts, graduations, and Christmas.

Can I include a gift note?

Yes — leave your message during checkout and we'll include it with the order.

How can I contact you?

Email us anytime at connect@hellomoonstone.com. We aim to respond within 1 business day.

Do you have a physical store?

You can find us at weekend markets in Sydney — Avoca Markets, Manly Markets, and Glebe Markets. It's the best way to see our pieces in person.