Returns Information
If you change your mind, you can return your item for a refund within 14 days of purchase. However, earrings (for strict hygiene reasons), personalised or engraved items, gift cards, and gift packaging are non-refundable.
To request a refund, simply contact our customer service team via our online form or email us at hello@moochjewellery.com. Our team will provide you with the necessary return details. When returning your item(s), please ensure you include your order number and a copy of your order confirmation email in the package. We recommend using the original packaging or a suitable alternative. Once we receive your item(s), we will process the return within 7 days and issue your refund. You will receive a return confirmation email once the process is complete.
Please note:
- The item must be returned in its original condition and packaging.
- Original shipping charges are non-refundable and the customer is responsible for return shipping costs unless the item arrived damaged or defective.
- The buyer is responsible for shipping their return within 7 days of initiating the return. Returns sent after this period will not be accepted.
- Mooch reserves the right to refuse any returns that do not meet our return policy requirements.
Exchanges
We do not offer exchanges. If you wish to swap an item, please return it for a refund and place a new order.
Returning Damaged or Faulty Items
If you receive a faulty or damaged item, you have 48 hours of receiving the order to notify us. We will arrange a replacement or refund. The item must be unworn and in its original packaging.
Once we receive the faulty item and confirm the defect, we will process your refund as quickly as possible, and in any case, within 30 calendar days. Please note:
- This policy does not cover items that have been worn or damaged due to misuse.
- Mooch reserves the right to refuse refunds if the reported fault cannot be verified.
- During peak periods, processing times may take longer.
Lost Returns
If your return parcel is lost or undelivered, please contact your chosen courier first before reaching out to us.
Mooch is not responsible for lost return packages and cannot issue refunds for lost items. It is the customer’s responsibility to claim compensation directly from their courier service.
For any further assistance, please contact our support team.