Policy

Returns Policy:

We hope you love your Emerald Moon Jewellery purchase, but understand that sometimes you may need to return. Please read the following instructions if you need to return your order:

  • Please email us at emeraldmoongems@gmail.com to initiate your return, stating the item and reason for return.

  • Unfortunately the cost of returning the goods is the customer's responsibility and we would advise you to send via recorded or tracked delivery as we cannot be held responsible for losses or damages in transit. 

  • Please ensure you collect proof of postage for your return, any lost or stolen items with no proof of postage will not be refunded.

  • Once the goods have been received back we will process your refund excluding the shipping cost. Please be aware that the refund process can take up to 10 days.

  • Please note that all Earrings are non-refundable for hygiene reasons.

  • Items that appear worn or used will not be refunded and returned to the customer. 

  • Please note that once a ring has been adjusted out of its original shape, it is not possible to return for a refund.

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. A full refund of the item/s (excluding any initial delivery charges) will be processed, and a credit will automatically be applied to your original method of payment, within 10 days.

Why Shop With Us? Sourced. Designed. Made by us.

Sourced:

We personally source all gemstones from a handful of trusted suppliers that we have been working with for a number of years now. We love to support small independent businesses as we appreciate the craft and passion that small businesses apply to their own vision. These suppliers are based between India, Turkey, France and the UK.

Designed:

We design each item ourselves at home in the UK. Inspiration is everywhere and sometimes the crystal or gemstone does the talking. We sometimes never know what the end product will be and that’s the beauty of handmade. 

Made by us:

Made by sisters Pina & D, we make all items between us. The initial prototype can take hours depending on the intricacy of the design. We minimise waste by taking any stone breakages and putting them in decorative boxes around our home - the energies are still alive even if the piece has a fault. 

Please remember handmade items can be delicate, so take care when taking off and take care in how you store your jewellery - organza pouches will be provided with each order. 

Please read our care guide below for more. 

Metals & Care Guide: Terms & Conditions 

  • We use Sterling Silver, 14ct Gold Filled, Silver Plated Stainless Steel, Gold Plated Stainless Steel, Rhodium and Brass in our Jewellery. Our bases are non-toxic and nickel-free. All items will be clearly stated with which metal they have been crafted with. If you have a severe allergy it’s always best to stick to precious metals.

  • Over time, Sterling Silver jewellery may tarnish naturally and may require cleaning with silver jewellery cleaner or a polish cloth (these are not supplied). This is normal, and not a fault. Tarnish can be easily removed and does not change or damage the jewellery. 

  • Plated jewellery may also lose its colour over time, due to the nature of plating.

  • Store in a dry place, ideally in a soft pouch or jewellery box, to prevent scratching and reduce exposure to air when not being worn. All pieces will be supplied with an Organza bag that you can use to store your pieces safely within drawers, etc.

  • Avoid liquid cleaners, abrasive products, or harsh chemicals. We recommend removing jewellery or wearing rubber gloves when cleaning.

  • Gemstones should never be worn around hot water, harsh chemicals and cleaning products. You can clean most gemstones with a soft, damp cloth after wearing. Very porous stones such as turquoise and emeralds should be cleaned using an untreated, dry, soft cloth only. Do not use tissue paper or paper towels to clean as they can cause scratching. We use natural gemstones which may contain internal inclusions, adding to the beauty and uniqueness of each individual gem.

  • We can repair any faulty items within one year of proof of purchase. This must be agreed with us first, please contact us at emeraldmoongems@gmail.com to discuss. 

  • Tarnishing or discolouration due to chemical contact is not a fault. Please see above care instructions on how to avoid this.

  • Damage caused by general wear and tear is the responsibility of the owner. We cannot be responsible for any damage due to negligence.

  • For all non-faulty items damaged by general wear, we will always try to help if possible. A charged service may apply.

  • We may not be able to repair items damaged in the post due to insufficient packaging. We recommend all jewellery is returned to us securely packaged within a box.

Additional Notes:

  • To help maintain the appearance and longevity of your plated jewellery, we recommend: Removing jewellery when washing or sanitising your hands, showering, or swimming. Avoid contact with water and chemicals, especially chlorine, which can affect the plating. Put jewellery on last when getting ready, once perfumes, lotions, makeup, hairspray and self-tanning products have dried. Remove jewellery during exercise or manual work to prevent unnecessary wear, knocks, or scratching.

  • Our gold and silver plated jewellery is crafted using a Stainless Steel base metal. This creates a beautiful, polished finish while keeping pieces lightweight and wearable. While plating is more durable than standard flash plating, plated jewellery will naturally show signs of wear over time, particularly if worn frequently. This is a normal part of the lifespan of plated pieces.

  • To restore shine, gently polish your jewellery using an untreated jewellery polishing cloth. Do not use liquid jewellery cleaners, polishing agents, or abrasive products, as these can wear away the plated layers. Avoid excessive or vigorous polishing, which may reduce the lifespan of the plating.

Shipping Information:

  • We aim to dispatch all orders within 1-3 working days. 

  • You will receive a tracking number once your order has been despatched.

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We truly appreciate it.