Returns & Refunds

Returns & Refund Policy

Conditions of Return:

We want you to love your purchase, but if you need to return or exchange an item, here are the details:

Eligibility: You may return or exchange items within 30 days of delivery.

Return Postage: The buyer is responsible for the cost of return postage.

Returns must be sent using a tracked service to ensure safe delivery. We recommend Royal Mail Tracked 48.

We do not require or request Special Delivery or other premium postage services.

If return postage is refunded as a gesture of goodwill, this will be:

  • Limited to the cost of Royal Mail Tracked 48
  • Issued at our discretion
  • Refunded as store credit or via bank transfer, not as an automatic card refund

We are unable to cover the cost of Special Delivery or upgraded services unless explicitly agreed in advance.

Item Condition: Items must be returned in their original condition. Refunds are issued once the returned items have been inspected and confirmed to be in their original condition. The buyer is responsible for any loss in value if the item is not returned in its original state (as agreed with the seller).

Scent-Free Policy (Non-Negotiable): Due to the sensitivities of many of our customers, all returned items must be completely free from added scent or fragrance. This includes but is not limited to perfume, incense, essential oils, fragranced laundry products, or smoke. Even light scent exposure can cause physical symptoms for some.
If an item is returned carrying any scent, it will not be accepted or refunded. Thank you for respecting this boundary and helping us maintain a safe experience for all who shop with Moon and Earth crystals.

Earrings: Unfortunately, we’re unable to accept returns on earrings for hygiene reasons.

Bracelets: If a bracelet is returned, it must be in its original condition. If it carries any scent of perfume or other fragrance, we won’t be able to accept it, as per the Scent-Free Policy above.

To initiate a return, please email us with your order details: hello@moonandearthcrystals.shop
Once we’ve confirmed your return request, we will provide our return address.

Please ALWAYS include your order details (name and order number) within the returns package

Damaged Items

We take immense care in wrapping and packaging your items to ensure they arrive safely. Each piece is thoughtfully sourced, photographed, listed, cleansed, and dispatched with love and care.

In the rare event that your item arrives damaged or you’re not satisfied for any reason, please contact us straight away and we’ll sort it for you. Your happiness is our top priority! Wherever possible, we’ll replace the item, and if that’s not an option, we will always provide a refund, no fuss, no hassle.

Our commitment to exceptional service is reflected in our 5-star reviews and dedication to customer happiness. If there’s a problem, you can trust that we’ll go above and beyond to make it right. 

Missing Items

If you believe an item may be missing from your order, please take a moment to carefully check all packaging before getting in touch. More often than not, items can be tucked within the eco packaging and easily missed, as everything is a similar colour and texture. It’s one of the trade offs of using fully recyclable, environmentally friendly materials, but it’s always worth a thorough check first.

We kindly ask that all packaging is kept until you are certain your order is complete. In the unlikely event that something does appear to be missing, we may ask for a photo of everything that has arrived, including the packaging, so we can understand what may have happened.

Whilst we take great care when packing every order, we are of course human and very occasionally something may be missed. If that is the case, we will always put it right for you as quickly as possible.

On the odd occasion where a thorough check of the packaging doesn’t resolve things, and something still appears to be missing, we may need to look into it more closely. In these situations, we would ask for everything that was received to be returned to us so we can review it in full and piece together what may have happened. This is standard practice.

Situations like this are highly unusual for us, but this process allows us to properly investigate and ensure everything is resolved fairly and accurately.

Returns should be sent using a tracked service so that both sides have confirmation and the parcel reaches us safely. Once received and reviewed, we will of course resolve things as quickly and smoothly as possible.

 

Refund Processing Time:

As soon as we receive the returned item, provided it’s in good condition (as originally sold), we will issue the refund within two business days. The refund will be processed via your original payment method. Each payment processor has different timelines for issuing refunds, so please refer to your provider’s terms and conditions. In our experience, most refunds are completed within 2–7 working days.

If you paid using a split payment provider such as Klarna, Clearpay, or PayPal Pay in 3, please do not cancel the payment plan yourself. Doing so may trigger a chargeback or open a case against us, suggesting that the item hasn’t been delivered, even if we’ve already issued your refund. These cases require us to submit detailed evidence and significantly delay the process.

Instead, we kindly ask that you pause or wait on further payments, which allows the refund to reach the provider first. Once it does, your plan will be automatically adjusted or cancelled by the provider without issue.

Thank you for helping us keep the process smooth for everyone.

 

Special & Sourced Orders Policy

At Moon & Earth Crystals, we take great care in sourcing special crystals and unique pieces upon request. Each sourced item is chosen with intention and based on the buyer’s specific needs.

Please note:

  • Special and sourced orders are final sale and cannot be returned or exchanged.
  • These items are sourced specifically for you, and once agreed upon, the purchase is non-refundable.
  • We do not offer returns for a change of mind or personal preference after purchase.

By confirming your order, you acknowledge and accept these terms.

If you have any questions before purchasing a sourced piece, please feel free to reach out for guidance.

 

Contact Us:


If you have any issues or concerns, please don’t hesitate to contact us. Your happiness is our priority, and we’re here to help. 

We appreciate your support and trust in our shop and look forward to continuing to bring you beautiful crystals and ritual items to cherish.

Katie xx

WhatsApp: 07830316685
hello@moonandearthcrystals.shop