Frequently Asked Questions

Frequently
Asked Questions

Payments

We gladly accept all major credit cards (i.e. Visa, Mastercard, etc.) or .

Great question. Our checkout page uses SSL, which ensures that all of your browsing and shopping data remains private.

We’re sorry for the trouble! First, make sure that your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having an issue, drop us a message and we’ll do our best to help!

Please note: If you want to pay via credit card and are using AMEX, you have to proceed to first, and then select the option "Pay with Credit or Debit Card" inside . If you need help with that, please contact our customer service.

During the first stage of checkout, look for a box beneath your order summary. Enter your code and click ‘apply,’ then watch the magic happen. Remember Moon Child, only one discount code can be used per order!

Discount codes apply to most of our jewelry, with the exception of pieces currently on sale. Our sale items already have a larger discount than most of the codes ever available, which means you are getting the best possible deal on them!

US:
We are happy to announce that for all orders shipped standard to the US we don't have any minimum order value.
For free Express Shipping our minimum order value is $50.

All other countries:
For all other countries the minimum order value is $50.

Shipping

US:

Standard Delivery: 2-5 Business Days

Express Shipping (2-3 Business Days (excl. weekends))

United Kingdom, Canada, Germany, Mexico, Japan, Netherlands, Ireland, Belgium, France, UAE, Italy, Sweden, Denmark, Finland, Austria

Express Delivery: 2-7 Business Days

All other countries:

Standard Delivery: 7-14 Business Days

All shipping times do not account for any unforeseen delays on the courier's end.

 

Please also note that due to Customs in Colombia and Mexico, shipments to these countries may experience delays.

 

Please also note that for the following countries, standard delivery is currently 14-30 days: Cayman Islands, Dominica, Guadeloupe, Honduras, Libya, New Caledonia, Nicaragua, Trinidad and Tobago.

MADE-TO-ORDER DIAMOND JEWELRY

Some of our exclusively crafted made-to-order Diamond jewelry has slightly longer shipping times. But unique jewelry like this is worth the wait.

The shipping times are as follows:

Sizes 5, 6, 7, 8, 9, 10: 12-15 working days

Sizes 4, 11, 12, 13: 20-25 working days

Please check the specific deliver times for Diamonds on the respective product page or feel free to contact us via contact@moonmagic.com to get any questions answered.

We are excited to deliver our magical jewelry to women worldwide as we ship from Pennsylvania, USA, to almost any country, except Singapore, Indonesia, Switzerland and South Africa, sorry!

 

We deliver with our trusted partner DHL eCommerce. All international packages are carefully handed over to the local post office for final delivery.

 

Kindly note that we currently cannot deliver to the following countries: Aland Islands, Afghanistan, Belarus, Bonaire, Bouvet Island, Cuba, Guernsey, Heard Island And Mcdonald Islands, Iran, Jersey, Korea (Democratic People's Republic of Korea), Kosovo, Portugal, Russia, Sint Maarten, Somalia, South Sudan, Sudan, Syria, Tokelau, Ukraine, United States Minor Outlying Islands and Yemen.

We are happy to offer the most competitive rates while still ensuring fast and trouble-free deliveries.

Shipping costs? We’re keeping it simple:

 

US

Standard Delivery

Orders above $50: Shipping is on us! You’re welcome!

Orders below $50: $5.90 one-off shipping fee

 

All other countries

All orders: $8.90 one-off shipping fee

Absolutely! We know you are excited to follow the journey of your new magical jewelry every step of the way.

We’ll always send a tracking number via email within 24 hours of your order. With this number you can track your order at www.dhl.com. You can also send us a quick message and we'll be happy to track it for you.

Our magical pieces are the perfect gift for that special person in your life… great choice! All our jewelry is shipped in a beautiful jewelry box and without an invoice.

 

We also offer beautiful gift bags and a perfect gift wrap set to add a touch of glam to your thoughtful present. No need to buy wrapping elsewhere - just add to your basket, pop the jewelry in when it arrives, and give that perfect gift!

We are always working on ways to get your jewelry to you faster.

 

For deliveries to the US we offer our Express Shipping option (2-3 business days, excl. weekends).

 

We offer our Standard Express delivery option (2-7 business days) for the following countries: United Kingdom, Canada, Germany, Mexico, Japan, Netherlands, Ireland, Belgium, France, UAE, Italy, Sweden, Denmark, Finland, Austria.

 

Please note: We do not ship Express to PO Boxes, APO or FPO addresses at this time.

 

Unfortunately at this moment in time we are unable to offer express delivery to all other countries and outlaying islands.

 

Do you need an urgent gift - why not take a look at our e-gift cards?

Moon Magic cannot control these costs and is not responsible for any duties/taxes applied to your package, so you will be responsible for paying additional charges if they apply.

 

In rare cases you might be contacted by customs to submit an invoice. In this case, you can simply forward our order confirmation email which you’ve received when placing your order.

 

If you should decide to decline a package you will be refunded minus a fee for returning the item to us and restocking it.

 

For international shipments outside of the USA, all website prices are exclusive of sales tax. VAT is not collected at checkout. MoonMagic Jewelry is not responsible for VAT and customs fees which will be charged to the customer directly by the shipping service provider.

All orders ship Monday – Friday, excluding weekends and official bank holidays.

We recommend you order soon, so you get your magical jewelry in time.

In rare cases, your package can show as ‘delivered’ before you receive it.

 

This may be down to the delivery being marked as complete preemptively. Alternatively, your shipping carrier might have left it in a hidden location to prevent damages or theft. Check between your front doors and talk to your household members and neighbors.

 

If you still can’t locate your order, contact your shipping carrier and state your tracking number. Please get in touch via contact@moonmagic.com and we will do our best to assist you in locating your missing package.

 

If your order continues to be missing after following the above steps, please note that we are unable to offer reshipments or refunds on orders that show up as delivered.

Returns

Yes! We want you to be head over heels for your new jewelry. If you’re not 100% satisfied, we want to make things right.

For orders placed after November 1st 2022 until Christmas we are offering an extended 60 day return policy. Enjoy hassle-free gifting with more time to choose the perfect gift.

Just send us an email within 60 days from the day you receive your parcel saying you’d like a refund. Then, we’ll send you step-by-step instructions for returning your jewelry.

As soon as we receive your returned item(s), we will initiate a refund of the purchase price of your items (excl. the shipping fee in case you paid for shipping).

Pre-Order

When you pre-order from us, you’re purchasing jewelry that is handmade just for you. These are usually new styles that have not been released yet, so you’ll be the first to have yours when they’re ready.

Plus, you won’t just look good in your pre-order jewelry, you’ll also do good. Offering our unique and brand new pieces to pre-order helps us to learn which designs you love the most while we reduce potential waste. This is just one of the things we do to reduce our footprint.

Our team creates brand new designs to offer in a pre-order collection. During this time, every item is available for purchase. After the pre-order period ends, only the top selling items will join our permanent collection. That means your vote impacts the style of Moon Magic jewelry for an entire season. And if you’ve got a unique eye and picked something that others did not, you’ll become the proud owner of something rare or even one of a kind.

Otherworldly Collection: Pre-order will be fulfilled between Nov 18th - Dec 9th

Raw Styles Collection: Pre-order will be fulfilled between Dec 7th - Dec 16th

 

Each pre-order collection has its own delivery timeline. Check out the pre-order collection page to find out when a specific item will ship. This is usually around 5-8 weeks from the collection launch if there are no production delays. Of course, we’ll email you with specific details on your order to keep you updated at all times.

Hint: All pre-orders from Radiate members of our Moon Magic Loyalty Club are shipped first. Not a member yet? Come join us for free.

We charge your card for the item at time of checkout.

But don’t worry, as with all other jewelry you’ll have the same rights for returns and exchanges in case you’re not happy with your jewelry.

While any piece of jewelry will have some impact on the planet, pre-ordering jewelry helps us cut down on waste. By only creating pieces that already have a home, we’re making our industry a little bit greener. Also, for every piece of jewelry we sell, we plant a tree!

In order to cut down on energy used in delivery and packaging waste, we wait until your entire order is ready before shipping. Don’t worry, we’ll keep your in-stock items safe while you wait, and reserve them specifically for you (even if they sell out online).

Materials

Absolutely! Our promise to you is that all our gemstones are guaranteed authentic, approved by regular independent lab testing by GIA. The GIA, which stands for Gemological Institute of America, ensures that all of our gemstones are up to industry standards and are of the highest-quality.

 

We strive to be entirely transparent when it comes to the materials we use for all of our jewelry. Thanks to the GIA, we are able to guarantee the authenticity of our glittering gems.

The Gemological Institute of America is the world’s foremost authority on diamonds and colored stones. Our gemstones are submitted to the GIA authority to be tested and they are then certified if they are up to the gemstone industry standards.

 

The GIA uses 4 established principles, famously known as the '4Cs', to test the authenticity of diamonds and gemstones. These principles include 1. Cut 2. Clarity 3. Color 4. Carat Weight

 

In addition, these tests also determine detectable treatments and whether the gems are natural or synthetic (fake). We only use gems that are given positive, natural grades by the GIA independent tests and, because of this, we are able to guarantee the authenticity of our gemstones.

 

Feel confident knowing you're buying authentic, high-quality gemstones that are verified by the world's most trusted name in gemstone grading and identification. If you'd like to learn more about GIA and how our gemstones are tested, you can visit the GIA website here.

IGI (International Gemological Institute) is one of the world’s largest independent laboratories for testing and grading the authenticity of Diamonds. All Moon Magic Diamonds from the Pure Diamonds (US only) collection are backed by the IGI standardization and care.

They are known globally for their precise and prestigious study of colored stones, pearls and fine jewelry pieces to ensure that consumers can be confident when purchasing jewelry.

 

Unique from other fine jewelry certification establishments, IGI is the only organization of its kind and has over 20 operating laboratory locations around the globe. It’s also the world’s only gemological laboratory that holds ISO (International Organization for Standardization) accreditation, a prestigious standard for calibration and testing of natural Diamonds.


If you'd like to learn more about IGI and how our gemstones are tested, you can visit the IGI website here.

Our jewelry is made from a range of precious metals, including the following: 925 Sterling Silver, Platin-plated 925 Sterling Silver, 14k Solid Rose Gold, 14k Solid White Gold, 10k Solid Rose Gold, 10k Solid White Gold and 18k Vermeil which is 925 Sterling Silver plated in 18k Rose and Yellow Gold (this coating is 50% thicker than traditional gold-plated pieces, keeping it beautiful for years to come). There is no nickel present in our jewelry.

Our watches are made from 316L Stainless Steel which is comfortable to wear and won´t tarnish over time.

We strive to maximize our use of recycled metals as a way of reducing our global footprint. Read more about our sustainability actions and goals under ‘Sustainability’ on this page.

Pronounced Ver-may

 

Vermeil is a legally regulated term and means simply sterling silver that has been completely covered in 18k solid gold, meaning your one-of-a-kind jewelry piece lasts a lot longer without fading or tarnishing than regular gold plating.

 

Our gold plating is thicker than average at 2.5 microns thick. Just like all our pieces, we mostly use recycled metals for our Vermeil jewelry.

 

We’re proud to supply you with authentic and ethically-sourced jewelry, at the best quality for the best price.

We have a stunning selection of gemstones each with their own magical properties and unique beauty. We offer the following genuine stones: Rainbow Moonstone, Rose Quartz, Labradorite, Diamonds, White Topaz, Turquoise, Aquamarine, Amethyst, Blue Topaz, Garnet, Peridot, Citrine, Tourmaline, Green Onyx, Black Onyx, Lapis Lazuli, Ruby, Pink Sapphire, White Sapphire, a range of Raw Cut Crystals, Organic Pearls and authentic Opal. Please refer to the individual product descriptions for more detail.

Simply put, Raw Diamonds are real Diamonds that remain uncut and unpolished.

In fact, all earth-grown Diamonds are initially uncut and only about 20% are deemed worthy for use in premium jewelry.

From this selection, we lovingly handpick the stones that we then expertly craft into our premium Raw Diamond jewelry.


Every raw, uncut Diamond contains small inclusions. But here at Moon Magic we see beauty in imperfection and value the uniqueness in each piece.

Raw, real, unique - just like you are!

Absolutely! In fact, Raw Diamonds are even more authentic than cut and polished ones. Uncut & untouched, just as nature intended.

We believe that wearing a Raw Diamond reflects your true inner self in a way that no other jewelry can.

Lab-grown Diamonds are created in a controlled lab setting from real Diamond seeds.

This makes them authentic plus a mindful method on our path to sustainable, conflict-free jewelry.

And the best thing:

 

They possess the same physical, chemical and optical characteristics as natural Diamonds. The difference is hardly visible to the naked eye.

 

So why choose lab grown?

 

✔️ No mining required

✔️ 100% conflict-free

✔️ Less waste, lower emissions

✔️ Increased affordability

Yes 100%, as they are made in advanced, controlled Lab settings from Diamond seeds. These Diamonds are entirely conflict-free as no mining is required.

We firmly pride ourselves on responsible sourcing of our gemstones and value our close relationships with our suppliers. We give back by donating to Trees For The Future and aim to cause as little disturbance to nature as possible by using only ethical providers.

 

Here’s where our gems come from:

 

Moonstone: India

Raw Crystals: India

Labradorite: Madagascar

Opal: Ethiopia

Garnet: Mozambique

Turquoise: Arizona U. S.

Rose Quartz: Brazil

Amethyst: Brazil

Citrine: Brazil

Topaz: Brazil

Peridot: China

Aquamarine: Brazil

Diamonds: Conflict-free sourcing in mining rich countries including South Africa, Australia & Canada

Green Onyx: Brazil

Lapis Lazuli: Afghanistan

Ruby: Thailand

Pink Sapphire: Madagascar
White Sapphire: Madagascar
Organic Pearls: China
Black Onyx: Brazil

Any jewelry made with copper such as Sterling Silver and Rosé Gold items can tarnish slightly over time, however, for many people, this is outweighed by the beautiful properties of natural metals. This means the finish can potentially leave behind a surface mark on the skin when worn. This coloration easily washes off with warm water and a mild soap.
If you do see a slight blackening in your piece it is nothing to be alarmed about and the ring can easily be brought right back to it's shining self with a jewelry polishing cloth.
 

Any side effect caused by the natural properties found in our jewelry is temporary, unavoidable and not valid for a refund.

Keeping your gemstones gleaming is easy! Wash your jewelry with warm soapy water and a soft-bristled brush, like a toothbrush. Pat dry using a soft microfiber cloth and store your jewelry in a safe, dry place when it’s not being worn.

 

Try to avoid harsh chemicals that can lurk in everyday products such as lotion, perfume, and hairspray as well as household cleaners like bleach. To be safe we recommend your jewelry is the last thing you put on and the first thing you take off when you get home.

 

For more information on care and cleaning, check out our Jewelry Care Guide.

Sustainability

There is no Planet B and we know that the Earth is the one thing that we all have in common.

Being a sustainable company is a process of continuous improvement and we have set ourselves ambitious goals to become the sustainable jewelry brand that we strive to be. Corporate social responsibility is not just a term for us, it’s part of our every day vision.


From planting 1 million trees by next year to running fully remotely to using 100% compostable cardboard shipping boxes by the end of 2022 we are taking action every day.

 

For every piece ordered, we donate to the charity “Trees for the future” (TREES). This is our small but sincere contribution to this magical place we all live in and call home.

From the mine to your door, we strive for transparency and responsible business ethics. Fully handpicking and tracing authentic gemstones is not simple, but we believe it is our responsibility.

3/4 of our suppliers are members of the Responsible Jewelry Council, and we’re helping our 4th supplier achieve membership. This Council is the world’s leading standard setting organization for the jewelry and watch industry. They promote fair and controllable standards that underpin people’s trust in sustainable supply chains for the jewelry industry.


Creating ethical jewelry, fair working conditions and protecting human rights will always be challenging, but we choose fairness and strive for beauty without the conflict.

Our mission is to reutilize our planet’s resources as much as we can. So be it Sterling Silver, Gold Vermeil, or Solid Gold, we are working on maximizing the use of recycled metals for our jewelry.

While we always consciously pick environmentally friendly material for our packaging we are not yet where we want to be.

Our big goal is to use 100% compostable cardboard so that our shipping boxes will be 100% recyclable by the end of 2022.

We believe anyone privileged enough to afford jewelry has a responsibility to give back. And that’s why for every piece ordered, we donate to the charity “Trees for the future” (TREES). This is our small but sincere contribution to this magical place we all live in and call home.


Thanks to the Moon Magic community we have already been able to plant more than half a million trees and we are on our way to achieve our big goal of 1 million trees by next year.

Will you join us on our journey?

Loyalty

It's super simple & free! In order to join our exclusive Loyalty Club visit the following page. We are so excited to welcome you in our inner circle!

You can earn points in all kinds of ways, from purchasing your favorite Moon Magic jewelry and leaving reviews to joining the Loyalty Club and following us on social.

 

When you collect points from a purchase, the points will appear in your account 30 days from the date the order is placed, just in case of any returns or exchanges. After that, they’re all yours to redeem!

 

Find out more about our perks here.

Join, collect, enjoy! It’s that simple.

 

Once you’ve joined the Club and started to collect points you can redeem them to get amazing discounts off your next purchase. The more points you earn, the better the rewards. It’s like magic!

 

Remember, points earned from any purchases will appear 30 days from the date the order is placed to allow for potential exchanges and returns.

 

Find the full list of exciting rewards here.

Of course not! We believe that loyalty should be rewarded and want to reward you for being part of our Moon Magic fam!

Other

A moon child’s question should never go unanswered. If you still have questions or simply have something to say, send us an email at contact@MoonMagic.com and we'll get back to you as soon as we can. Don't forget: if you’re contacting us about an order, we need your email address or order number to sort things out ASAP!

Pure Diamonds

Made-to-order means that every single piece of Diamond jewelry is hand-crafted once your order has been placed.  


This means that you will receive a unique piece that’s specifically crafted for you.

Plus we individually quality test every single piece until we are fully satisfied and the piece is deemed worthy of you.


Made-to-order also means that there’s less impact on the environment as we’re only crafting what you really want to wear.

To learn more about our methods to make our magical jewelry sustainable, feel free to visit our sustainability page.

Exclusively crafted as soon as your order comes in, we strive to deliver your unique piece within the following time frames:

Sizes 5, 6, 7, 8, 9, 10: 12-15 working days

Sizes 4, 11, 12, 13: 20-25 working days

In rare cases this delivery time might be exceeded if we are not fully satisfied with the quality and impeccable design of your piece in which case we’ll restart the crafting process.

For a uniquely hand-made Diamond piece like this, we guarantee the waiting time is more than worth the wait.

Yes, of course!

On the day of shipment you’ll receive an email from us with your shipping confirmation that includes order tracking information and your tracking link.

All deliveries are securely shipped with our trusted delivery couriers UPS & FedEx.

You'll be kept informed of the transportation process at every step of the way.

Your order will arrive in a premium Moon Magic Diamond ring box which is encased and protected in a secure recyclable Moon Magic shipping box.

If you want to keep your purchase discreet, we are happy to ship to somewhere else, for example your office or a friend. Simply enter the appropriate shipping address in the check out process.

IGI (International Gemological Institute) is one of the world’s largest independent laboratories for testing and grading the authenticity of Diamonds. All Moon Magic Diamonds from the Pure Diamonds (US only) collection are backed by the IGI standardization and care.

They are known globally for their precise and prestigious study of colored stones, pearls, fine jewelry pieces, and modern synthetics to ensure that consumers can be confident when purchasing jewelry.

 

Unique from other fine jewelry certification establishments, IGI is the only organization of its kind and has over 20 operating laboratory locations around the globe. It’s also the world’s only gemological laboratory that holds ISO (International Organization for Standardization) accreditation, a prestigious standard for calibration and testing of natural Diamonds.


Committed to excellence, IGI utilizes the world-known principle of the “4 Cs” - Carat, Color, Clarity and Cut - to establish trustworthy and accurate reporting.

Wear your jewelry with pride knowing that each Moon Magic Pure Diamonds piece is backed by quality assurance and independent lab testing.

Our suppliers for our made-to-order jewelry are certified by the RJC. The Responsible Jewelry Council ensures the highest standards in sustainability and ethical sourcing for the entire supply chain of Diamond jewelry.

Their systems have been independently evaluated against ISEAL’s (International Social and Environmental Accreditation and Labeling) Codes of Good Practice, a globally-recognised framework for effective, credible sustainability systems.

Here’s where the real sparkle happens.

Both SI2 and VS2 are abbreviations for the level of clarity of the Diamonds.

While both clarity levels are exceptionally sparkly, the VS2 level has a higher clarity than the SI2.

SI2 Diamonds display high brilliance. Slight inclusions are visible under 10x magnification only.

VS2 Diamonds display an even higher brilliance and feature exceptionally tiny inclusions. The clarity is comparable to Diamonds used by the finest boutiques in the world.

To maintain the high quality of our pieces and maintain our competitive prices, Moon Magic does not allow multiple pieces to be purchased for comparison.

Comparison purchasing is defined as the purchasing of multiple products with the intent of keeping one and returning the rest. If you need any assistance deciding which of our jewelry pieces to purchase, please do not hesitate to contact us.

We stand behind the quality and craftsmanship of our jewelry. Moon Magic offers a free lifetime warranty against manufacturing defects on all Moon Magic made-to-order jewelry. This warranty does not apply to our collection of sterling silver jewelry and non made-to-order solid gold jewelry.

 

If you experience damage to your purchase due to manufacturing, we recommend you contact us so we may evaluate your piece. We also offer complimentary shipping back to you for all warrantied repairs. If a warranty issue is found, Moon Magic will repair the warrantied damage or replace the item without charge.

 

Repairs that are not covered under the lifetime warranty will have a price quoted to you for approval before the work is performed.

 

Repair or service performed by a jeweler other than Moon Magic will void the warranty. All fine jewelry can be affected by normal wear, everyday activities, or unexpected trauma. This is especially true for rings, since hands are actively used and subject to daily pressure. Our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss, or theft. Coverage also excludes damage or loss caused by a failure to obtain the repairs required to preserve the integrity of the jewelry.

 

Some examples of common jewelry issues that would not be considered manufacturing defects include:

- The discoloration of precious metals caused by chemicals, make-up, immersion in pools and hot tubs, or bathing.

- Precious metals, and especially prongs, wear down over time and may require restoration work as part of normal wear.

- Prongs catching, wearing out, or bending over time due to everyday wear or normal damage, allowing a gemstone to fall out.

- The loss of a gemstone caused by damage from everyday wear or other damage.

At Moon Magic, we offer complimentary 45 day returns, so that you can make sure your purchase is just right. If for any reason you are not fully satisfied with your purchase, simply return it within 45 days for an exchange or full refund on us.


For eligible orders, our return, exchange, and resizing policy timelines begin when your purchase is available for shipment or pickup. We take pride that our jewelry is produced to exceptional standards.

Note: Our 45 day return policy only applies to made-to-order Diamond rings from our Pure Diamonds collection. All other jewelry pieces fall under our usual 30 day return policy.

Our virtual 30-minute consultations can be booked here. Designed to answer all your Diamond-related queries. Our experts will be delighted to guide you on the style of your Diamond (including cut, carat, clarity and color), explore the authentic, sustainable materials that we use in our jewelry, and recommend how to size your jewelry. Your journey begins here!

Unfortunately we can’t help with refunds, returns or exchanges - please email contact@moonmagic.com