Refund policy
We want you to love your Moonglow piece. If something isn’t quite right, please read the information below so we can help as quickly as possible.
Returns & exchanges
We accept returns or exchanges on eligible items within 14 days of receiving your order.
To be eligible for a return or exchange, your item must be:
- Unworn and unused
- In its original condition
- Returned with its original packaging
- Returned within 14 days of delivery
Please contact us before sending anything back so we can guide you through the process.
Items that cannot be returned or exchanged
Some Moonglow pieces are made especially for you, which means we cannot accept returns or exchanges on them unless they are faulty.
The following items are final sale:
- Engraved items
- Personalised or made-to-order pieces
- Glue-in pieces
- Earrings or piercing jewellery, for hygiene reasons
- Sale items or items marked as final sale
Engraved pieces are created with your chosen wording and are fully personalised, so please double check all engraving details before placing your order.
Some made-to-order pieces, including glue-in designs, may also be final sale. Where this applies, it will be clearly stated on the product page before you purchase.
For glue-in pieces, please note:
This is a made-to-order, glue-in piece, so we can’t offer exchanges or returns. Please double check your dates before placing your order.
Faulty or damaged items
If your item arrives damaged, faulty, or not as expected, please contact us as soon as possible with your order number and clear photos of the issue.
We will assess the item and, where appropriate, offer a repair, replacement, store credit, or refund in line with Australian Consumer Law.
Please note that general wear and tear, accidental damage, or damage caused by improper care is not considered a manufacturing fault.
Return postage
Customers are responsible for return postage costs unless the item is confirmed to be faulty.
We recommend using a tracked postage service, as we cannot take responsibility for items lost in transit.
Original shipping costs are non-refundable.
Refunds
Once your return has been received and checked, we’ll let you know whether your refund has been approved.
If approved, your refund will be processed back to your original payment method. Please allow time for your bank or payment provider to process the refund.
How to start a return
To request a return or exchange, please contact us with your order number and the reason for your return via email. Use the subject line Return/Exchange and send your email to support@moonglow.com.au
Please do not send your item back before contacting us first.