Returns & Exchanges

We want you to love your Hello Moonstone piece. If something isn't right, contact us at connect@hellomoonstone.com and we'll do our best to help.

---

Change-of-Mind Returns

We accept returns on eligible items within 14 days of delivery. To qualify, the item must be:

• Unworn and in original condition
• Returned in its original packaging and tags where possible
  

Please email us before sending anything back. Original shipping charges are non-refundable.

Exchanges

We offer easy exchanges on eligible items, including ring size exchanges. If you're unsure of your size before ordering, message us — we're happy to help with sizing guidance. We do not accept exchanges for international orders. 

Items We Can't Accept

• Pierced earrings for hygiene reasons
• Custom or personalised jewellery
• Sale or clearance items
• Gift cards

Faulty, Damaged, or Incorrect Orders

If your order arrives faulty, damaged, or incorrect please contact us within 7 days of delivery with:

• Your order number
• Clear photos of the issue

We'll arrange a replacement, exchange, repair, or refund where appropriate, and we'll cover return postage.

Natural Materials

Many Hello Moonstone pieces use natural shell, gemstones, pearls, or handmade finishes. Variations in colour, texture, shape, and pattern are normal and are not considered faults. Each piece is unique.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to an error on our side or the item is faulty. We recommend using tracked shipping, as we can't take responsibility for return parcels lost in transit.

Refunds

Once your return is received and inspected, approved refunds are processed back to your original payment method within 5–10 business days. Your bank or payment provider may take additional time to show the funds. Original shipping costs are non-refundable.

Please feel free to reach out if you need further assistance. connect@hellomoonstone.com