FREQUENTLY ASKED QUESTIONS

UK Express Delivery Is £10.99 For ALL Orders. Dispatched As Priority Within Working Day And Arrives In 1-2 Working Days (When Ordered Before Cut Off Period) (Cannot be used with PayPal Cheque payment's as they take 5-7 working days to clear) ​ When using UK Express Delivery please note: Orders placed BEFORE 1PM Monday - Thursday and BEFORE 11AM on Fridays (EXCLUDING ALL BANK HOLIDAYS) will arrive in 1-2 working days. Orders placed on AFTER 1PM Monday -Thursday and AFTER 11AM on Fridays will arrive the next available working day. Orders Placed AFTER 11AM on Friday -Sunday will arrive on Tuesday (IF A WORKING DAY). ​ PLEASE NOTE: This service uses Royal Mail Special Delivery and is unavailable for International customers as we are based in the UK. Please check out our Delivery & Returns Page for any extra Delivery Updates!

Please See Our Delivery & Returns Page.

We currently offer shipping to the UK, USA, Canada, Australia And New Zealand. Check out our Delivery and Returns page for more information on our delivery options and what countries we delivery to!

We have no information to update you on your orders journey if you did not upgrade your delivery method to tracked, when placing your order. Please be patient with untracked international orders as they do usually turn up. Please do not contact us about untracked international orders until after they are 25 working days late. If you would like to follow your order on its journey please upgrade your delivery option when placing your order and choose international tracked shipping.

If your order is lost in the mail due to you supplying an incorrect address or you weren’t able to collect it in time etc. we cannot offer any refund or exchanges. However if your order is lucky enough to be returned to us by the postal service because of this we will be happy to arrange redelivery of your lost order! Please Note. There is a small delivery charge for orders that are lost that need to be redelivered as your order will need to be repackaged and postage will need to purchased again in order for it to be resent. If your order has been marked as delivered but you think your order has been delivered to an incorrect address, please contact Royal Mails customer service. They will be able to help you with the next steps.

Any delays in Royal Mails network would affect your orders arrival time if your order is late. Not to worry though, these orders do usually turn up, so no need to contact us just yet. However if in the unusual circumstance your order does not arrive 25 working days AFTER your orders estimated delivery date (for international orders) or 10 working days AFTER your orders estimated delivery date (for UK orders), please get in touch with us so we can get this resolved for you. Due to Royal Mails claim rules, we can only claim for loss after this time. Thank you for your patience and understanding. If your order includes a (Pre-Ordered) item your whole order will be dispatched together once the pre-ordered item comes back in stock. If you are ordering multiple items and want your other items sooner please place separate orders.

With jewellery that is made from non premium metals we suggest you wipe your jewellery down with a dry cloth after every wear. We also suggest they're kept dry away from water, perfumes etc. Our top tip is to store your earrings in a plastic bag which is tied shut after being wiped down to make sure your earrings last and last! Just because your earrings aren't real silver or gold doesn't mean they can't last a long time! We would give the same advice to look after all your jewellery from us! We do sell some premium metal jewellery pieces (for example real gold filled and stainless steel) which don't need as much care to look after and don't have to be kept away from water. However, we always suggest the same care technique for all your jewellery to insure you get the longest wear from them! Please make sure your jewellery is stored in a safe place and are worn and handled with care to avoid damage.

We always advise you check to see if the item you want is available for (Pre-Order). If it is you will see (Pre- Order) next to the items name, then order the item you want as normal, then from there we will make and dispatch them in 3-4 weeks. If you need a large quantity of a style of jewellery, (more than what’s currently available), just drop us a message letting us know how many you need, so we can make the amount you need available. Orders like this will usually be made and dispatched in 3-4 weeks.

If a products material description just says 'metal' this would mean the items material would be made from a metal called alloy. If premium metals such as real gold, stainless steel, real sterling silver etc. are used in a product, this will be stated in the items description. Please Note. We are unable to give any allergy or medical advice on which jewellery material will be best for you. Please see your doctor for any allergy advice.

Elephant Moon won't always re-stock all products so it is best to grab them while you can, however we do stock up on items regularly. You can sign up for a 'back in stock request' on an item if its 'Sold Out', this will notify you via email if the item comes back in stock . If your lucky enough to see '(Pre Order)' next to the item you want, place an order for the item and it will be dispatched to you as soon as the item becomes available again! (Pre-Order) items normally take 3-4 weeks to be dispatched.

When you see (Premium) with the name of a jewellery piece it means that particular item has premium elements. This means the item is are partly or fully made from stainless steel, real sterling silver or real gold! (Premium) can also mean the earrings in question are a luxury crafted or waterproof. Read the description of the product in question to find out more about why that particular piece of jewellery is classed as premium, it could be anything from just having a sterling silver pin, to being waterproof and tarnish resistant to being real gold or sterling silver plated, to being 18ct gold filled and more! (Some jewellery pieces that aren't earrings are not all marked as premium but still are, please read the descriptions of your favourites to find out more!)

Elephant Moon (Light) products are typically our budget friendly jewellery essentials! Our (Light) products are all at amazing low prices!

We hope you love ALL your jewellery whenever you place an order with us, however if you aren't quite happy with your purchase no worries! We have a 7 days returns policy on most of our products. This means you have 7 days from the day of receipt to email us at: hello@elephantmoonuk.com to request a return (orders sent via our any of our lowest priced Ireland/ international UNTRACKED option have 7 days from estimated date of arrival to request a return). Once your return request has been accepted you will then be given 5 days to send off your return you must dispatch your return within this time frame in order for your return to be accepted. ALL returns MUST be sent back to us via a TRACKED postage method or they will not be accepted. On the day you have dispatched your return you must send a photo of your proof of postage receipt to us via email along with your order number, name of courier and tracking number so we know your return is on its way. If this step is not followed your return will NOT be accepted. ALL items sent back to us MUST be received by us in resaleable condition, this means in order for your return to be accepted items returned must be unused, undamaged with ALL the original tags and packaging intact and unstained. If a returned item is not received in the correct condition or time frame your return request will be refused and no refund will be issued. All returns must be wrapped securely and safely to prevent any damage whilst in transit. Return postage costs are the responsibility of the customer. Like all stores that sell pierced jewellery, Elephant Moon has a no refund or exchange policy on all pierced jewellery. This no refunds policy includes earrings, ear cuffs and body jewellery due to hygiene reasons and the nature of our products. However in the unlikely event your item(s) arrives damaged or you receive a faulty item from us please email us at: hello@elephantmoonuk.com and we will be happy to resolve this for you! This MUST be done within 7 days of receiving your order. ​ All sales on Elephant Moon gift cards are final. ​ If you receive the wrong colour or style due to our error, please contact us within 7 days of receipt. You will have 5 days from the date we accept your return request to send the item(s) back. After dropping your return off at the post office, proof of postage, and your order number must be sent to us via email before your return can be accepted. All incorrect items sent back must be unused, undamaged with original tags intact. If returned items are not received in the correct condition or time frame your return request will be refused. For this type of return we only offer EXCHANGES for the original item(s) ordered. Any refund or return requests made outside of our returns policy time frame will be refused. Please make sure you contact us within 7 days of receiving your order so we can help! ​​ PLEASE NOTE: Faulty items are items with a MANUFACTURING FAULT. Items that have been snapped/broken/discoloured etc. are NOT classed as faulty unless they are discoloured or damaged on arrival, as we cannot prove if our jewellery care instructions have been followed during ownership. For example a ‘snapped earring‘ would not be classed as faulty unless received in this condition. If your item does arrive damaged you MUST let us know within 7 days of receipt or your return request will be refused. Any requests for replacements or refunds for faulty items will be refused if they do not have a MANUFACTURING FAULT. Please look after your jewellery by following our jewellery care instructions which are available on our FAQ’s page. Where a faulty item return request is made, we will only replace or refund items with MANUFACTURING FAULTS. ​ Original postage costs are always non-refundable. Returns postage costs are the responsibility of the customer. All items returned to us must be sent back using a TRACKED shipping method or your return will NOT be accepted. If an item is returned and refunded which then causes your order to no longer qualify for free shipping or upgraded shipping where it was originally granted, the cheapest shipping fee for your country will be deducted from your refund. ​ PLEASE NOTE: We DO NOT offer refunds or exchanges on orders which have been rejected by the customer when delivery is attempted or orders that are sent to the wrong address due to the wrong address being supplied by the customer. We also DO NOT offer refunds or exchanges in cases where the customer chooses not to pay the custom/ duties fees to customs. ​ There are no refunds or exchanges on SALE/ OUTLET items or items brought with discounts over 25%. ​ Unfortunately we cannot send back any refused returns which were returned to us in the wrong condition. If you wish to have a refused return sent back to you please purchase return postage which is available to buy on our website and then choose the cheapest delivery option for your country. Please type your order number in the notes section on our cart page before purchasing so we can find your order to return. Refused returns are held for 7 days ONLY from the day of refusal. Please do not purchase returns postage after this time frame. ​ Returns take up to 15 working days to be processed from the date they are received. Refunds are issued when your return is processed. You will receive an email when your return has been processed and a refund has been issued. Refunds will usual be received in 5-7 Working days after being issued but it can be longer depending on your bank. If you do not receive your refund from us within 15 working days of your refund being issued please contact your bank for help. ​ Our Working days are Monday - Friday (Excluding Bank Holidays)

We DO NOT accept refunds or exchanges on earrings, ear cuffs or body jewellery. This policy also includes NO refunds or exchanges on nose rings and nose cuffs due to hygiene reasons. The reason for our policy is we CANNOT resell earrings, ear cuffs or body jewellery that has been tried on by other customers as its unhygienic so we cannot accept returns and exchanges. We advise that you please READ THE FULL DESCRIPTION and look at ALL the photos prior to purchase. What you see in the photos and description is exactly what you will receive. As well as reading our full product descriptions and checking out all our product photos, you can also read our product information section in our FAQ's for more even more details on our products. Still Need Help? No Problem! If you still need help after checking out all the information available on our website, please don't hesitate to drop us a message! We'd love to help! Please contact us if your item arrives damaged. We’d be happy to help! Please note: Postage is always non refundable.

We accept Credit Card, Debit Card and Pay Pal! You can also select Klarna, Clearpay Or Laybuy as your payment method at Checkout. Get your order now and pay later, in interest free instalments! You can find out more about all the payment methods we accept at the bottom of our Store Policy page!

If the answer to your query is not mentioned on our website, please email us at: hello@elephantmoonuk.com We will get back to you as soon as we can. We aim to answer all customer queries within 1-3 working days. If you query has still not been answered within 7 working days please send us a follow up email. Our working days are Monday - Friday.