Refund policy

Returns, Cancellations and 100-Day Quality Guarantee

This policy applies across all markets unless local consumer law gives you additional rights. Nothing in this policy affects your statutory rights.

14-Day Return Policy

You have 14 days from receiving your order to request a return.

For orders containing multiple items delivered separately, the 14-day return window starts from the date the final item in your order is delivered.

Once your return request has been accepted, you must send your return back to us within 14 days.

To be eligible for a return, your item must be in the same condition you received it: unworn, unused, with tags where applicable, and in its original packaging. Proof of purchase is required.

Buyers are responsible for return shipping costs for change-of-mind returns, unless local law says otherwise. We recommend using a tracked service, as the parcel remains your responsibility until it reaches us.

To start a return, please contact us at shop@moonandstar.co.uk. If your return is accepted, we will send you instructions on how and where to send your package.

Please include a small slip of paper inside your return parcel with your order number clearly written on it. This helps us identify your return and process it as quickly as possible.

Items sent back without first requesting a return will not be accepted.

Cancellations

You can request to cancel your order until the item has been fulfilled.

Once your order has been fulfilled, packed, dispatched, or passed to the courier, it can no longer be cancelled. You may still request a return under our 14-day return policy where eligible.

Please note that in some cases, an order may have already been dispatched even if the tracking has not yet updated to show this. If your order has already been fulfilled, packed, dispatched, or passed to the courier, we may not be able to cancel it.

Sale Items, Final Sale Items and Exclusions

Sale items, final sale items, gift cards, £5 lucky dip items, and free promotional items are not eligible for voluntary change-of-mind returns outside any legal cancellation or return rights that apply.

For UK and EU online orders, sale items may still be eligible for return under your legal 14-day cancellation rights unless a legal exception applies.

The following items cannot be returned unless they are faulty, damaged, incorrect, or your statutory rights say otherwise:

Custom or personalised items
Gift cards
Free promotional items
£5 lucky dip items
Sealed hygiene items where the seal has been removed after delivery

This does not affect your statutory rights. If your item arrives faulty, damaged, incorrect, or develops a fault covered by our 100-Day Quality Guarantee, please contact us so we can make it right.

Promotional Items and Free Gifts

If your order included a free promotional item, the free item must also be returned if your return means your final order value no longer meets the original promotional threshold.

For example, if your order qualified for a free mystery item because you spent over £80, but after returning some items your final order value would be £79.99 or less, the free promotional item must also be returned.

If the free promotional item is not returned where required, we reserve the right to deduct the value of the promotional item from your refund, where permitted by law.

100-Day Quality Guarantee

We stand by the quality of our pieces.

If your item is damaged, breaks, tarnishes, or does not hold up under normal wear within the first 100 days of receiving it, please contact us at shop@moonandstar.co.uk.

Depending on the issue, we will offer a replacement or a refund. This guarantee is in addition to your statutory rights and does not replace or limit them.

To help us resolve this quickly, please include:

Your order number
A short description of the issue
A few clear photos of the item

This guarantee covers faults, unexpected damage, breakage, or tarnishing that occurs during normal use.

This guarantee does not cover damage caused by misuse, improper storage, accidental damage, unauthorised changes to the item, or failure to follow our care instructions.

We reserve the right to decline a claim where the item appears to have been damaged outside the scope of normal wear.

The 100-Day Quality Guarantee does not apply to free promotional pieces given at in-person pop-up events or £5 lucky dip items. This does not affect any statutory rights you may have.

Damages, Faults and Incorrect Items

Please inspect your order when it arrives.

If your item is defective, damaged, or you have received the wrong item, please contact us as soon as possible at shop@moonandstar.co.uk so we can resolve the issue.

Please include your order number and clear photos of the issue.

Where an item is faulty, damaged, incorrect, or not as described, we will provide a suitable remedy in line with your statutory rights. This may include a replacement, repair, refund, or other appropriate solution depending on the issue and the applicable law.

For faulty or incorrect items, we will not require you to cover return postage where the law requires us to cover it.

European Union 14-Day Right of Withdrawal

For orders delivered within the European Union, customers have the right to cancel or return eligible online purchases within 14 days, for any reason and without needing to give a justification.

For goods, this 14-day period starts from the date you receive your order. If your order contains multiple items delivered separately, it starts from the date the final item is delivered.

Buyers are responsible for return shipping costs for change-of-mind returns, unless we have agreed to cover them or the law requires otherwise.

Items must be returned unworn, unused, with tags where applicable, in their original packaging, and with proof of purchase.

This right does not apply to items excluded by law, including custom or personalised items and sealed hygiene items where the seal has been removed after delivery.

Refunds

Once we receive and inspect your return, we will let you know whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days.

Please note that your bank or payment provider may take additional time to process the refund.

Where legally required, we will refund the original standard delivery cost. Any upgraded, express, or premium delivery costs are non-refundable.

We may make a deduction from your refund if the item has been used, damaged, handled beyond what is necessary to inspect it, or returned in a condition that reduces its value, where permitted by law.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at shop@moonandstar.co.uk.