Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original condition and original packaging. You’ll also need the receipt or proof of purchase.

For hygiene reasons, earrings are non-returnable.

To start a return, you can contact us at: hello@lovedbythemoon.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items must be sent within the original packaging as this is what we deem as adequate to prevent any damage. Items sent back to us without first requesting a return will not be accepted. Items must be sent via a tracked and insured service to cover the value of the item being returned.

You can contact us for any return question at: hello@lovedbythemoon.com

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Once we receive the returned item and confirm it is in a resellable condition, if approved, you’ll be automatically refunded on your original payment method within 10 business days. You will be refunded for the value of the returned item(s), but please note that original shipping costs are non-refundable.

We will notify you via email once your refund has been processed. Please check your junk folder if you do not see an email, and reach out to us with any questions. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at: hello@lovedbythemoon.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Open Boxes
At Loved By The Moon, we offer an "Open Box" option that allows you to keep your orders with us for a longer period. This option is perfect for those who wish to combine multiple orders and save on shipping costs. We allow open boxes as a gesture to help customers save on posting but we need to be strict on how this is used. We will allow customers to keep an open box for a maximum of 14 days before a refund can be claimed. After 14 days, this falls outside of our standard 14 day return policy. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for used items such as candles, incense sticks etc or tarot/oracle card decks that have been opened etc. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on live sale items that have been purchased via a live sale, sale items or gift cards.

Crystals are natural and fragile items. Once purchased, we cannot accept responsibility for breakage, damage or fractures caused after the goods have been delivered.

Exchanges
Unfortunately, we do not accept exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.