Refund policy
Returns & Refunds
14-day return requests
You may request a return within 14 days after receiving your item. Items must be unworn and unused, with their original packaging and any original tags. Please provide your order number or proof of purchase.
Unworn earrings are eligible under the same conditions. Gift cards are not returnable.
How to request a return
Contact us through our Contact Us page with your order number, the item you wish to return and the reason for the return.
Returns are received in the United States. After your request is approved, we will provide the U.S. return address and instructions. Please do not send a return before receiving approval or send it to the shipping-origin address on your parcel.
Return shipping costs
For a change-of-mind return or another return unrelated to a product defect or our error, you are responsible for return shipping costs.
If your item is defective, damaged on arrival or different from what you ordered, Moonveil will cover the necessary return shipping costs. Please contact us before purchasing return postage so we can arrange the return.
Damaged, defective or incorrect items
Please inspect your order when it arrives. If there is a problem, contact us with your order number and, where possible, photos of the item and packaging. We will review the issue and arrange an appropriate resolution.
Refunds and exchanges
We will notify you after receiving and inspecting your return. Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may need additional time to post the refund.
If more than 15 business days have passed since we approved your refund, please contact us. To exchange an item, request a return and place a separate order for the replacement.
Earlier orders and statutory rights
This 14-day policy applies to orders placed on or after September 14, 2026. Orders placed before that date retain the 30-day return-request window and the return terms offered when the order was placed.
This policy does not limit your statutory rights, including rights concerning faulty or misdescribed goods. Where applicable, customers in the European Union retain their statutory 14-day right of withdrawal.