FAQs
Frequently Asked Questions
1. Do you ship internationally?
Yes, we do! 🌍 We currently ship to the UK, USA and a few countries in Europe!
2. How long does shipping take?
We need 5 business days to process your order. 📦 After that, shipping usually takes between 7-14 business days. Thanks for your patience as we get your sparkles to you! ✨
3. What is your return policy?
Not totally in love with your jewellery? 😔 No worries! We offer a 14-day return policy from the date your item is delivered. Please make sure it’s in its original condition and packaging, and note that you’ll need to cover return shipping costs. 💌. You can check it out here.
4. How can I track my order?
Once your order is on its way, we’ll send you a tracking number via email. 📧 Use this number to follow your package’s journey on our website under the 'MORE' tab or the carrier’s site. 🚚
5. Do you offer custom jewellery?
We don’t offer custom jewellery at the moment, but keep an eye out! 👀 We’re always adding new and exciting designs to our collection. 💎
6. How can I become a brand ambassador?
We’d love to collaborate with you! 🌟 If you're interested in becoming a brand ambassador, head over to our collaboration page for all the details or email us at collab@moonandstar.co.uk. We can't wait to hear from you! 💖
7. Do you offer gift wrapping or branded packaging?
Unfortunately, we currently don’t offer gift wrapping services or branded packaging - all items will come in original manufacturer packaging. 🎁 But we're working on it, so stay tuned!
8. Are your products nickel-free or safe for allergies?
Unfortunately, our jewellery isn’t guaranteed to be nickel-free. 😔 Due to the manufacturing process, some items may be made in facilities that handle nickel or use it in stainless steel. This info is included in our terms and conditions, which you’ll see before you make your purchase. 💡
9. My parcel hasn’t arrived. What should I do?
If your parcel seems to be taking a detour, don’t worry! 🚧 Please reach out to us at shop@moonandstar.co.uk and we’ll help track it down. 📧
10. My item arrived damaged. What should I do?
We’re sorry to hear that! 😢 We’re here to help. Please contact us at shop@moonandstar.co.uk, and we’ll either refund or send a replacement. We want to make sure you’re completely satisfied with your purchase! 💖
11. How can I contact customer service?
Got questions or need help? 😃 You can reach us via email at shop@moonandstar.co.uk or through the contact form on our website. We’re here and aim to respond to all inquiries within 48 hours! ⏰
