Refund policy

REFUNDS & RETURNS

We gladly accept refunds if we are contacted as soon as your order is received (or 7days after estimated shipping date)

We can only refund items if they are returned to us first along with a valid reason to want a refund.

The item you wish to return must be unused and in the same condition that you received it in. It must also be in the original gift bag and/or box provided. Items that appear worn or damaged will not be eligible for a refund.

Requests to return items due to quality problems, shipping damage, color, style or model or size error must be accompanied by photos or other evidence clearly showing the problem with the item received.

You will be responsible for paying for your own shipping costs for returning your item but if the return is due to a fault of ours we can refund half the shipping cost (if you can provide a receipt). Please use tracked shipping when sending back your item as we won’t be able to guarantee we will receive your returned item if tracking isn’t used.

Any items that do not reach us are the responsibility of the customer. Any damage incurred by the customer from mis-use cannot be repaired and is not our responsibility and does not warrant a refund.

Tarnishing or discolouration due to chemical contact or negligence is not a fault of ours and is not a valid reason for a refund, please see our care instructions on how to avoid this.

When returning your order please state that the item is of no retail value, as we can not accept customs charges to receive your return. We strongly recommend using a tracked and shipped service for return as we cannot refund/exchange items that don't reach us safely. All shipping costs are the responsibility of the customer if the reason for the return of the order is not our fault. Please note we do not refund international customs taxes and sales charges. 

If you have bought from us and claim you have lost, broken, damaged or caused tarnish to your jewelry due to negligence we are not responsible and DO NOT have to offer a replacement or new pair, once our jewelry has been shipped we aren't responsible for the damage you have caused to your item(s).

What to do if I haven’t received my item or my order was lost in the post?

If you have not received your order from us due to a postal service issue, delay or tracking information problem please contact us as soon as possible via email evergreenmoonshop@gmail.com

We are not liable for any postal issues as we have no control over the postal service but we will gladly send out a new order free of charge only if your order was returned due to no fault of yours such as a wrong shipping address or missing information in a shipping address. If your shipping address was wrong and that was the reason for the return, then to reship we will require a new payment for shipping. 

We will only send out a new order if your order delay exceeds the estimated shipping time by 31 business days (not including weekends) and you have proof of this. 

If you still don’t receive the second order we send out and there is proof via tracking number, we will reimburse the total amount of your order.

Missing or Damaged Items Policy

If your order arrives with something missing or damaged, please get in touch with us on the same day it’s marked as delivered (as shown by the tracking info). We’re more than happy to find a solution to help when notified right away.

If we’re contacted after the delivery day, we may not have enough information to verify the issue. In those cases, we’ll have to assume the claim isn’t genuine, and unfortunately, we won’t be able to offer a replacement.

Due to past instances of attempted fraud, we’ve put a strict replacement only policy in place for confirmed deliveries. We hope you understand this helps us protect our small business while continuing to support our customers as fairly as possible.