Returns & Refunds
We want you to love your Moon Dance Charms jewelry. If something isn't right, this is how cancellations, returns and refunds work.
Cancelling an order
You can request a cancellation within 12 hours of placing your order, as long as it has not been processed or shipped yet. Email support@moondancecharms.com with your order number. If your order has already shipped, you can return it instead.
Return period
You can return eligible items within 30 days of delivery. This includes your legal 14 day right of withdrawal as a consumer in the European Union. You don't need to give a reason.
Eligible items
To be eligible, an item should be:
- unworn or only inspected
- not cut, shortened or altered
- not damaged through use
Please include the original packaging where reasonably possible.
Sale and discounted items follow the same return policy. Items made in a custom size also follow the same return policy. Gift cards can't be returned.
How to return an item
If you would like to return an item, please contact us first at support@moondancecharms.com with your order number and the item you'd like to return. We will provide the correct return address and explain the return process. Please do not send a return before receiving instructions from us.
Return shipping costs
If you change your mind, you pay the return shipping. If your item is faulty, damaged or not what you ordered, we cover the return shipping or offer another solution at no cost to you.
Refunds
Once your return has arrived at the return address provided to you and we have received confirmation, we issue your refund within 1 business day. After the refund has been issued, it usually takes 5 to 7 business days to appear in your account, depending on your payment method or bank. Refunds are made to your original payment method. Shipping to you is always free, so there are no delivery costs to refund.
Handling during the withdrawal period
You may handle an item as you would in a shop, to inspect it. If an item comes back with more wear than that, we may deduct the loss in value from your refund.
Size problems
If the size isn't right, please contact us. Depending on the situation, we can arrange a replacement in the correct size, a return or a refund. The original item may need to be returned before a replacement is sent, especially for Buy 2, Get the 3rd Free or other promotional orders. Please contact us before you cut, shorten or alter a band: a band that has been cut or altered is no longer eligible for an exchange or return.
Damaged, faulty or incorrect items
Please contact us within 7 days if your order arrives visibly damaged and include photos of the item and packaging. If a fault becomes apparent later, please contact us as soon as possible. For faulty, damaged or incorrect items, we cover the return shipping or offer another solution at no cost to you. This does not affect your legal rights.
Using your right of withdrawal
To withdraw from your purchase, send us a clear statement by email to support@moondancecharms.com before the period ends. You may use the model withdrawal form below, but it is not required.
Model withdrawal form
To: Moon Dance Charms, support@moondancecharms.com
I hereby give notice that I withdraw from my contract for the sale of the following goods:
Ordered on / received on:
Name:
Address:
Date:
Questions
Email us at support@moondancecharms.com. We aim to reply the same day and within 1 working day at the latest.