DELIVERY & RETURNS

We hope you love ALL  your jewellery whenever you place an order with us, however if you aren't quite happy with your purchase no worries! We have a 7 days returns policy on most of our products. This means you have 7 days from the day of receipt to email us at: hello@elephantmoonuk.com to request a return (orders sent via our any of our lowest priced Ireland/ international UNTRACKED option have 7 days from estimated date of arrival to request a return). Once your return request has been accepted you will then be given 5 days to send off your return you must dispatch your return within this time frame in order for your return to be accepted. ALL returns MUST be sent back to us via a TRACKED postage method or they will not be accepted. On the day you have dispatched your return you must send a photo of your proof of postage receipt to us via email along with your order number, name of courier and tracking number so we know your return is on its way. If this step is not followed your return will NOT be accepted. ALL items sent back to us MUST be received by us in resaleable condition, this means in order for your return to be accepted items returned must be unused, undamaged with ALL the original tags and packaging intact and unstained. If a returned item is not received in the correct condition or time frame your return request will be refused and no refund will be issued. All returns must be wrapped securely and safely to prevent any damage whilst in transit.

Return postage costs are the responsibility of the customer.

Like all stores that sell pierced jewellery, Elephant Moon has a no refund or exchange policy on all pierced jewellery. This no refunds policy includes earrings, ear cuffs and body jewellery due to hygiene reasons and the nature of our products. However in the unlikely event your item(s) arrives damaged or you receive a faulty item from us please email us at: hello@elephantmoonuk.com and we will be happy to resolve this for you! This MUST be done within 7 days of receiving your order.

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All sales on Elephant Moon gift cards are final.

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If you receive the wrong colour or style due to our error, please contact us within 7 days of receipt. You will have 5 days from the date we accept your return request to send the item(s) back. After dropping your return off at the post office, proof of postage, and your order number must be sent to us via email before your return can be accepted. All incorrect items sent back must be unused, undamaged with original tags intact. If returned items are not received in the correct condition or time frame your return request will be refused.

For this type of return we only offer EXCHANGES for the original item(s) ordered.

Any refund or return requests made outside of our returns policy time frame will be refused. Please make sure you contact us within 7 days of receiving your order so we can help!

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PLEASE NOTE: Faulty items are items with a MANUFACTURING FAULT. Items that have been snapped/broken/discoloured etc. are NOT classed as faulty unless they are discoloured or damaged on arrival, as we cannot prove if our jewellery care instructions have been followed during ownership. For example a ‘snapped earring‘ would not be classed as faulty unless received in this condition. If your item does arrive damaged you MUST let us know within 7 days of receipt or your return request will be refused.

Any requests for replacements or refunds for faulty items will be refused if they do not have a MANUFACTURING FAULT.

Please look after your all your jewellery from us by following our jewellery care instructions

which are available on our FAQ’s page.

Where a faulty item return request is made, we will only replace or refund items with MANUFACTURING FAULTS.

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Original postage costs are always non-refundable. Returns postage costs are the responsibility of the customer. All items returned to us must be sent back using a TRACKED shipping method or your return will NOT be accepted. If an item is returned and refunded which then causes your order to no longer qualify for free shipping or upgraded shipping where it was originally granted, the cheapest shipping fee for your country will be deducted from your refund.

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PLEASE NOTE: We DO NOT offer refunds or exchanges on orders which have been rejected by the customer when delivery is attempted or orders that are sent to the wrong address due to the wrong address being supplied by the customer. We also DO NOT offer refunds or exchanges in cases where the customer chooses not to pay the custom/ duties fees to customs.

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There are no refunds or exchanges on SALE/ OUTLET items or items brought with

discounts over 25%.

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Unfortunately we cannot send back any refused returns which were returned to us in the wrong condition or time frame. If you wish to have a refused return sent back to you please purchase return postage which is available to buy on our website and then choose the cheapest delivery option for your country. Please type your order number in the notes section on our cart page before purchasing so we can find your order to return. Refused returns are held for 7 days ONLY from the day of refusal. Please do not purchase returns postage after this time frame.

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Returns take up to 15 working days to be processed from the date they are received. Refunds are issued when your return is processed. You will receive an email when your return has been processed and a refund has been issued. Refunds will usual be received in 5-7 Working days after being issued but it can be longer depending on your bank. If you do not receive your refund from us within 15 working days of your refund being issued please contact your bank for help.

If you do NOT receive an email from us stating your return has been processed and refunded within 15 working days of your return being received, this means your return has been refused due to the return rules not being followed. Please follow ALL the rules for returns to avoid return refusal. Please do not contact us regarding return refusals as our customer service team are unable to change the outcome of a return refusal. We will never refuse a return unless a return rule has not been followed. Please read our returns policy if you would like to know why your return has been refused. Please purchase returns postage from our shop page if you would like your refused return sent back to you. Refused returns are only held for 7 days.

Please be aware the following types of return errors will cause your return to become lost:

A return sent back to us without us accepting your returns request.

A return sent back using an untracked postage method.

A return sent back to us without emailing us the order number, tracking number and courier for the return.

We will be unable to refund or send these types of returns back even when returns postage has been purchased unfortunately, as these errors make your return untraceable to us.

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Our Working days are Monday - Friday (Excluding Bank Holidays)