Returns

We will happily accept new, unworn merchandise with original packaging and tags within 14 days of delivery date. Returns may be submitted for refund to the original form of payment or as a merchandise credit in the form of an e-gift card, and will be processed once the merchandise is received back to us. Refunds to the original payment form of payment will be subject to a return shipping and handling fee of $8.00. 

If you wish to return your Custom Metal merchandise, please contact customerservice@moonandlola.com. All custom metal returns will incur a 20% restocking fee and refunds will be processed within 14 days of receipt.

Please note that fine jewelry (14 karat, diamond, cubic zirconia styles) and sale items are final sale and not eligible for return or exchange.

Moon and Lola is not responsible for errors made by the customer when entering personalization for custom, made-to-order items. Moon and Lola does not change the order of the initials entered during the order process and it is the customer’s responsibility to confirm the initials/name/text are displayed as they wish for them to appear on the product being ordered prior to completing the transaction.

You will receive an order confirmation email shortly after placing your order. Please take this opportunity to confirm that all order details are correct.

All items purchased on our website are put into the queue for production the following business day. Please carefully review your order confirmation email to ensure that all items were ordered correctly. If an error was made in the order placement process, or if you need to change or cancel your order, please email customerservice@moonandlola.com immediately with "Change my order" or "Cancel my order" and the order number in the subject line and we will do our very best to accommodate the change.

Please note that we will do our best to accommodate cancellation requests, however, we cannot guarantee that changes can be made or that your order can be canceled if your request is not submitted within 2 to 3 days of purchasing. The timing of your request is crucial to accommodation.

EXTENDED HOLIDAY RETURN POLICY: You will have until January 15, 2022 to return any non-custom item purchased during the holiday season (November 1, 2021  through December 25, 2021).

Return Process

Once you've received an RMA number, please re-pack the merchandise in a manner similar to how it was received, such as a jewelry box within a bubble mailer or corrugated cardboard box. Please do not use a flat envelope, as it will cause damage to the jewelry. Moon and Lola is not responsible for damage to returned merchandise due to inadequate packaging.

Upon receipt, we will gladly issue your refund minus the return shipping and handling fee of $8.00 or return to Store Credit.