1. Do you ship internationally?

Yes, we do. We currently ship to the following countries:

The United States, the United Kingdom, France, Germany, Italy, Spain, the Netherlands, Belgium, Austria, Sweden, Poland, South Africa, Cyprus, Australia, Canada, Ireland, Greece, Bulgaria, Portugal, Hungary, Slovakia, the Czech Republic, Romania, Finland, Denmark, Norway, Mexico, Israel, Brazil, New Zealand, Switzerland, Estonia, Latvia, Lithuania, Croatia, Slovenia.

If your country is not listed above, we unfortunately cannot ship there at this time.

2. How long does shipping take?

Estimated delivery times from dispatch are:

• UK orders: 7-14 business days
• International orders: 10-16 business days

These timeframes are estimates and can vary slightly during peak periods, public holidays, or due to customs processing.

3. Where do you ship from?

 

To ensure fast, reliable delivery, orders are dispatched via our trusted fulfilment network. Every parcel is quality checked and packed in our branded packaging before leaving our fulfilment centre.

Our fulfilment centre is located overseas, which is reflected in the delivery timeframes above. Once your parcel reaches your country, it is handed to a local courier for final delivery (for example Evri/Royal Mail in the UK or USPS in the US).

 

 

 

4. Are duties and taxes included?

 

Yes. All parcels are shipped duty paid, so you should not be charged import duties on arrival.

In rare cases, a courier or local authority may still request additional information or apply an unexpected fee. If this happens, please contact us straight away and we will help resolve it.

 

 

 

5. 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.

 

Items must be returned in their original condition and packaging. Please note that return shipping costs are the customer’s responsibility.

You can read the full policy here.

 

 

 

6. How can I track my order?

 

Once your order is on its way, we will email you your tracking details. You can also track your parcel on our website under the MORE tab.

Please note: tracking may take a little time to update after dispatch, especially while the parcel moves between courier networks.

 

 

7. Do you offer custom jewellery?

 

We do not offer custom jewellery at the moment, but we are always adding new designs - keep an eye out for new drops.

 

 

 

8. Do you offer gift wrapping or branded packaging?

 

All orders are sent in Moon+Star branded packaging.

 

 

 

9. Are your products nickel-free or safe for allergies?

 

Unfortunately, our jewellery is not 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 information is included in our terms and conditions, which you will see before you make your purchase.

 

 

 

10. My parcel hasn’t arrived. What should I do?

 

If your order is still within the delivery timeframe above, it may simply be in transit or awaiting a tracking update.

If your order is outside the delivery window, please contact us at shop@moonandstar.co.uk and we will help right away.

 

 

 

11. My item arrived damaged. What should I do?

 

We are sorry to hear that. Please contact us at shop@moonandstar.co.uk with your order number and clear photos of the issue, and we will help as quickly as possible with a replacement or refund.

12. How can I contact customer service?

You can reach us at shop@moonandstar.co.uk.

We reply Monday-Friday, 9am-5pm (GMT). We do not respond on weekends. We aim to reply within 2 business days. If you have not heard from us within 3 business days, please check your spam folder and email us again.