Shipping & Returns

SHIPPING

UNITED KINGDOM

  • All UK orders will be sent via Royal Mail Tracked 48
  • Orders will be shipped 1-3 days after the purchase date.
  • Orders placed Friday-Sunday will be shipped on the next available working day
  • Order placed on public/bank holidays will be shipped on the next available working day

REST OF THE WORLD

  • International orders will be sent via Royal Mail International Tracked or another courier depending on the weight of your package.
  • Orders will be shipped 1-3 working days after the purchase date.
  • Orders placed Friday-Sunday will be shipped on the next available working day
  • Order placed on public/bank holidays will be shipped on the next available working day
  • Estimated delivery times may vary depending on customs clearance and local postal services

PLEASE NOTE: Your order may be subject to import duties and taxes (including VAT) incurred once a shipment reaches your destination country. These charges are the customers responsibility.

ORDER TRACKING

For yours (and our) peace of mind, all orders will be sent TRACKED. You will receive your tracking number via email once your order has shipped. Please allow up to 24 hours for tracking information to become available.

LOST OR DELAYED PACKAGES

We are not responsible for delays caused by postal or courier services. If your package is lost in transit, please contact us at info@moonandglowco.com and we will work with the carrier to resolve the issue

    SHIPPING TO THE EU

    Changes with regards to EU Value Added Tax (VAT) are coming to businesses selling goods to customers located in the EU. The changes will take effect on the 1st of July 2021. Here at Open Heart, we will not be collecting this VAT at the checkout but instead your goods will be delivered Delivery Duties Unpaid (DDU). You, the customer, may have to pay import VAT (and customs duties, if payable) and a handling fee in your receiving country. These charges will depend on the country you reside in.

      

    RETURNS & REFUNDS

    DAMAGED ITEMS

    All orders are checked thoroughly before being sent out, and we only ship items in the best possible condition.

    Products are packed carefully in protective boxes and/or mail bags, but sometimes items may arrive damaged during transit.

    If your order arrives damaged:

    • Email us a photo of the damaged item at info@moonandglowco.com
    • You have 14 working days from receiving your order to notify us.
    • If the item is in stock, we'll send a replacement for free.
    • If the item is out of stock, we'll issue a refund.
    • You do not need to return the damaged item (unless it's something we can repair for you)

    If you prefer a refund instead of a replacement, we'll process it once photos of the item are inspected and approved. Refunds may take up to 14 working days to reach your original payment method.

    PLEASE NOTE: We cannot offer refunds or replacements for items showing wear and tear caused by use.

    CHANGE OF HEART 

    If you change your mind, you are welcome to return your item within 14 working days of receiving your order.

    Return shipping costs are the customer's responsibility.

    Items must be returned in their original condition.

    Jewellery such as necklaces, rings, and bracelets must be returned in their original packaging and unopened. We do not accept returns on earrings or body jewellery due to hygiene reasons.

    Refunds are issued once we receive and inspect the item, and may take up to 14 working days to reach your original payment method.

    Please email us at info@moonandglowco.com for return instructions and our return address. 

    EXCLUSIONS

    We cannot accept returns for the following:

    • Sale items
    • Any items in our 'imperfect' category
    • Mystery boxes
    • Personalised/custom items
    • Gift cards
    • Earrings and body jewellery (for hygiene reasons) see our Jewellery Care Guide for tips on keeping your jewellery fresh and sparkly.

    QUESTIONS

    If you have any further questions please reach out to us: Just drop us an email at

    • Email: info@moonandglowco.com
    • Contact form located on each product page
    • Social media: @moonandglowco
    • Live chat with us on Messenger (tap the icon in the corner of our webpage)