FAQs
Frequently Asked Questions
1. Do you ship internationally?
Yes, we do! 🌍 Apart from a few countries: Iran, Iraq, Russia, Israel, Sweden, Denmark.
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. 🚚
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?
We now offer branded packaging for UK orders! 🌙✨
For our international customers, we're still in the process of upgrading to fully custom-branded packaging.
As a growing small business, we're constantly working to improve the Moon+Star experience. To keep things cost-effective and accessible, some of our pieces are currently shipped directly from our trusted manufacturers - many of whom also supply to larger platforms like AliExpress. However, we don’t source from AliExpress ourselves. We carefully curate our collections, design certain pieces in-house, and maintain strict quality control to ensure everything feels intentional and special.
We're so excited to be developing packaging that truly reflects the Moon+Star vibe -and we can't wait to share it with you soon! 🎁
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 contact us by email at shop@moonandstar.co.uk.
Please note we don't respond to messages on weekends. We aim to reply to all inquiries within 2 business days - if you haven't heard from us within 3 business days (Monday-Friday), your message may have gone to spam, so please email us again!⏰
