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Cancellations, Returns & Repairs Policy

Last updated: Oct. 2026

Cancellations

Before Shipment

If you need to cancel or modify your order, please contact us as soon as possible at hello@mooncordstudio.com with your order number. We'll do our best to accommodate your request before your order ships. Changes or cancellations of custom or personalized orders may not be possible once production has begun.

After Shipment

Once an order has shipped or is in transit, it cannot be cancelled.

14-Day Return Policy

If you're not completely satisfied with your purchase, you may request a return within 14 days of delivery.

To be eligible for a return:

  • Items must be unworn, undamaged, and in their original condition.

  • Items must be standard, non-customized products suitable for resale.

  • You must contact us within 14 days of delivery to request a return.

  • Approved returns must be shipped back within 30 days of delivery.

Return Shipping & Refunds

  • Buyers are responsible for return shipping costs for change-of-mind returns.

  • Original shipping charges are non-refundable.

  • Refunds will be issued to the original payment method within 14 days after we receive and inspect the returned item.

  • Please contact us before shipping any item back.

Custom Orders & Non-Returnable Items

The following items are not eligible for change-of-mind returns:

  • Custom-designed or personalized jewelry

  • Jewelry made to a length or size specifically requested by the customer outside the standard options listed on the product page

  • Items marked Final Sale

  • Items that have been worn, altered, or damaged after delivery

Please note: Standard lengths and sizes available in a product's dropdown menu are eligible for returns, provided all other return conditions are met.

Because freshwater pearls and natural gemstones are naturally formed, slight variations in shape, color, surface, size, and luster are expected. These natural variations are not considered defects unless the item materially differs from its description.

Damaged, Defective or Incorrect Items

Every Mooncord Studio piece is carefully inspected before shipping.

If your jewelry arrives damaged, defective, or different from what you ordered, please contact us as soon as possible, preferably within 14 days of delivery.

Please include your order number, a description of the issue, and clear photos if possible.

Once we review the situation, we will work with you to provide an appropriate solution, such as a repair, replacement, or refund.

Repairs & Aftercare

We want your Mooncord jewelry to be enjoyed for years to come.​

Within 3 Months of Delivery

We offer complimentary repairs for eligible craftsmanship-related issues reported within three months of delivery, including covered return shipping costs.

After 3 Months

Repairs may still be available for a fee based on the condition of the jewelry and the materials required.

Damage resulting from accidents, improper care, or normal wear and tear is not covered by complimentary repairs. However, paid repairs may be available.

Please contact us before sending any jewelry for repair so we can assess the issue and provide instructions.

Repairs & Aftercare

Please email hello@mooncordstudio.com with:

  • Your order number

  • A brief description of your request

  • Photos of the item, if applicable

We will review your request and provide the next steps and shipping instructions.

Please do not send items back without contacting us first.

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MoonCord Studio reserves the right to review return and repair requests based on the condition of the item and the terms outlined above. This policy does not limit any rights provided by applicable consumer protection laws.

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