Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a partial or full return (with consequent partial or full refund - minus the credit card fee mentioned further down. Some exceptions apply - continue reading below for more details).

To be eligible for a return, your item must be in the same condition that you received it in, unworn and/or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase (your order # and the name, last name, and email address of the person who placed the order). Please note that certain items are not eligible for returns & refunds, like custom products (such as special orders or personalized items), gift cards, Last Chance and sale items.

To start a partial or full return, please contact us first at info@moonrosejewelry.com.

It is the sole responsibility of the buyer to return the items to us in perfect conditions: please make sure the items they want to return are packaged safely (we suggest a padded envelope) to make sure they arrive to us in perfect conditions. A

It is the sole responsibility of the buyer to return the items to us in perfect conditions: please make sure the items they want to return are packaged safely (we suggest a padded envelope) to make sure they arrive to us in perfect conditions.
As the package remains your responsibility until it arrives back to us, we would encourage you to choose a tracked shipping option so as to make sure both parties can have proof of delivery. Please note that all items sent back to us without first requesting a return and receiving our approval will not be accepted. We cannot accept any responsibility for any issues that occur in transit back to us, and should this happen, you will need to contact the shipping carrier directly for advice on next steps. Please choose a shipping method that ensures delivery to our address as our team members are unable to collect packages from pick up points or depots etc.

Returns will need to be sent to the following address only after our approval:

MoonRose Jewelry C/O EUROTRADE

Via Giacomo Manzù, 3

24035 Curno (BG)

Italy

Returns that have not been approved beforehand by us will not be accepted.


You can always contact us for any question regarding returns at info@moonrosejewelry.com.

Damages and issues
Please inspect your order upon reception and contact us immediately (within 2 days of reception) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right 💗  We always use the best of cares when packaging our jewelry, with many layers to ensure maximum safety of the items, however we are not responsible for any damages occurred during transport. Nevertheless, we will always try to offer the best solution and help out. Please be aware that, for items damaged during transport, only a replacement or repair free of charge is possible. A refund is not possible under these circumstances.

Exceptions/non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), gift cards, Last Chance and sale items. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want before it sells out is to first initiate the return process by contacting us as detailed above and once the return is accepted, make a separate purchase for the new item. Once we have received your return, we will then proceed to inspect it as described in the paragraphs above and the refund will be processed accordingly.

European Union 14 day cooling off period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days (with the exception of sale items and gift cards). As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. All items purchased during a sale, and gift cards, will not be eligible for returns and refunds, and are to be considered final sale.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be notified via email. For refunds, please continue reading below.

For all payments made via credit card or PayPal, a processing fee of 3,5% of the total amount paid will be deducted from refunds. This is a fee that is automatically applied to us when you place your order by the credit card service provider and that is not refunded to us, and as such is non-refundable. Alternatively, you can choose to receive a full refund via gift card on our store, to be redeemed on a future order on our website. 

If you choose to be refunded on the original payment method, please remember it can take some time for your bank or credit card company to process and post the refund too.

Unclaimed packages

In case you do not pick up your package at the post office/courier depot, or refuse the receipt, or don't show up in time within the given timeframe to pick it up at the post office/courier depot, your package will normally be returned to sender. These returns have a cost for us: the shipping company will bill us a return flat fee to cover the expenses of the return to us. For all shippings, the flat fee is 15 €. This fee will be deducted from your refund, if this is your case. For out-of-EU orders: there might be additional VAT & Duties fees billed to us, which will be deducted from your refund.

 

If more than 15 business days have passed since we’ve approved your return and you haven't received any emails from us regarding your refund, please contact us at info@moonrosejewelry.com.

By placing your order, you accept all of the above Terms.