FREQUENTLY ASKED QUESTIONS

Get Next Day UK Delivery And Same Day Dispatch When You Upgrade Your Delivery Option and Order Before 2pm Monday - Friday!* If you choose this delivery method your order will be with you by 1pm the next day! (Next Day UK Delivery, Excludes Orders Placed On Saturdays, Sundays And Bank Holidays, These Will Take An Extra Day Or Two To Arrive) 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! Drop us a message if you would prefer an alternate courier to deliver your parcel when choosing this method we will do our best to accommodate!

Please See Our Delivery & Returns Page.

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 45 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.

Royal Mail have recently experienced a cyber attack which has caused delays to some international orders, which has been out of our control. This would have affected 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 45 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.

Yes! Of course we offer Worldwide Shipping! Elephant Moon are a UK brand but our styles are available to everyone around the world! Check out our Delivery and Returns page for more information on our delivery options!

With Earrings that are made from non premium metals we suggest you wipe your earrings 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 earrings from us! We do sell some premium metal earrings (for example real gold) 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 earrings to insure you get the longest wear from them! Please make sure earrings are 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 more quantity of a style of earrings 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 earrings will be best for you.

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 earring it means those particular earrings have premium elements. This means the earrings are partly made from stainless steel, real sterling silver or real gold! (Premium) can also mean the earrings in question are a luxury crafted. Read the description of the earrings in question to find out more about why those particular earrings are classed as premium, it could be anything from just having a sterling silver pin, being real gold or sterling silver plated, to being 18ct gold filled! (Our premium earrings always come with an Elephant Moon Jewellery Bag.)

Elephant Moon (Light) products are typically the budget friendly and lighter version of the original item! Budget friendly and light on the ears! A (Light) product can also be classed as one of our earring essentials which are all at amazing low prices!

Like all stores that sell pierced jewellery, Elephant Moon has a no refund or exchange policy on all earrings, ear cuffs and body jewellery due to hygiene reasons and the nature of our products. However in the unlikely event your item 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. 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. Where a faulty item return request is made, we will only replace or refund items with MANUFACTURING FAULTS. ​ Original postage costs are non-refundable. Returns postage costs are the responsibility of the customer. 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.

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 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!

Elephant Moon's Live Chat Sales Advisor is avaliable: Monday - Saturday 9am-3pm Sunday and Bank Holiday's - 10am- 2pm Not Avaliable All Bank Holidays, Christmas Day, Boxing Day, New Years Day and Easter Sunday. PLEASE NOTE: Elephant Moon's Live Chat Sales Advisor is for product queries ONLY. Any other queries must be sent to our email address: hello@elephantmoonuk.com and we'll be happy to help! Check out our Store Policy Page for more information about Elephant Moon's customer service policy and how we can help!