Damage or returns policy:

Damages or returns:

​

Although we are committed to ensuring the products you purchase from us are picked and packed with the utmost care, there may be times when there is a need for a refund or a replacement.

The following information explains our returns and replacement policy, however, if you need any further advice, please contact us via email at info@moonstonecrystals.co.uk  

​

An item(s) has arrived damaged or faulty:

​

In the unfortunate event that an item has arrived damaged or faulty, you must contact us within 15 working days from the dispatch date via e-mail at info@moonstonecrystals.co.uk.

Once we have received your return request, we will send you an email with information on what to do next. Please do not return any item(s) to us until we have provided you with further instructions. We will send out a replacement and cover the delivery cost or provide a refund.

​

An incorrect item had been received or items are missing:

​

In the unfortunate event that an incorrect item has been received or there are items missing from your order, you must contact us within 15 working days from the dispatch date via e-mail or phone.

Once we have received your return request, we will send you an email with information on what to do next. Please do not return any item(s) to us until we have provided you with further instructions. Refunds will be processed after the inspection of a returned product. And the correct or missing items with be dispatched.

​

You have changed your mind:

​

In the unfortunate event that you are not entirely happy with the product once you’ve received it, you must contact us within 14 days from the day on which you receive your order via e-mail.

Once we have received your return request, we will send you an email with information on what to do next. You must then return your order in full without delay, either by post (at your own cost and risk), or to store (free). All goods contained in your order must be returned in their original condition (together with all packaging and labelling) and show no signs of use or damage. We reserve the right to refuse a refund if the goods do not meet this standard. Refunds will be processed after the inspection of a returned product within 14 days of our receipt.

Note: Earrings and pierced jewellery are excluded from our returns policy

• Hygiene:

  The main reason these cannot be returned is due to hygiene concerns, and for your own protection. 

• Unopened Condition:

  You can only return them if the item is in its original packaging, hasn't been worn, and the tamper-proof seal remains unbroken. 

​

Sale Items

​

All sale items are sold as seen and are therefore non-refundable. We do not accept returns, exchanges, or refunds on discounted products unless they are proven to be faulty. Please ensure you are happy with your chosen sale item before completing your purchase.

​

You have not received your order:

​

In the unfortunate event that you have not received your order, please double check the Royal Mail tracking system using your orders tracking number. Please allow up to 5 working days for delivery before reporting a missing order, then contact us via email.

Once your claim has been confirmed, a replacement order will be sent within 28 working days with us covering the delivery cost. Delivery of the replacement order will depend on location and will follow our standard delivery times.

​

Need advice?

​

For further advice, please send an email to info@moonstonecrystals.co.uk and we'll be happy to help. All emails are responded to within 48 hours (during working days Monday – Friday 10:00 – 17:00). Moonstone Crystals reserve the right to change this returns policy at any time and use discretion when providing refunds and replacement goods. It is important that you check your order or items upon receipt and contact us as soon as possible if you have any issues.