Moon Magic

Hello there, Thank you for sharing your feedback. We’re sorry to hear about your experience. As mentioned in our communication with you, we have provided the courier’s proof of delivery for your order and are continuing to assist you with checking possible delivery locations or next steps with the carrier. We would also like to kindly clarify that all reviews on our page are written by real customers and reflect their personal experiences. We do not create or generate reviews, and we take transparency and customer feedback very seriously. If there is anything further we can assist you with regarding your order, please don’t hesitate to reach out, we’re always happy to help. Kind regards, Moon Magic

Hello Madison, Thank you for taking the time to share your feedback, we’re really sorry to hear about your experience. We take concerns like this very seriously, especially regarding the quality of our pieces. We’ve reached out to you directly to gather a few more details, including your order number, so we can properly look into this and assist you as quickly as possible. We also sincerely apologize if you haven’t received a response to your previous emails. Just to clarify, when follow-up emails are sent before the original inquiry has been answered, they can sometimes move the message to the back of the queue in our system, which may have caused an unintended delay. We’d really appreciate the chance to resolve this for you. Kind regards, Moon Magic

Hello Stevi, Thank you so much for taking the time to share such a thoughtful review! We’re delighted to hear that you love your jewelry and have enjoyed giving our pieces as gifts to your loved ones. We completely understand how frustrating it can be when orders don’t arrive in time for special occasions. As our pieces are handmade to order, each item takes 8–18 working days for handcrafting. We truly appreciate your patience and understanding during these moments. Regarding the stones, you’re right that each gemstone is naturally unique. We’re glad, however, that you still find them beautiful and enjoy wearing them, each piece really is one of a kind. Your feedback is very valuable and helps us continue to improve. Thank you again for your support and for being such a wonderful part of our community! Kind regards, Moon Magic

Hello Christian, Thank you for taking the time to share your feedback. We’re truly sorry to hear that your experience did not meet your expectations. When you first reached out to us, our team responded and provided a solution regarding the matter. Following your review, we have also contacted you again to better understand your expectations and see how we may assist further. Customer satisfaction is very important to us, and we always aim to review each situation carefully and offer the best possible support. We appreciate the opportunity to continue the conversation and work toward a resolution. Kind regards, Moon Magic

Hello Lyndsey, Thank you for your kind words about our jewelry and customer service! International shipments can occasionally experience short pauses with local couriers, especially during customs checks or transit between hubs. We truly appreciate your patience. We hope your order arrives soon so you can enjoy your new piece, and we really appreciate your support! Kind regards, Moon Magic

Hello Justin, Thank you for sharing your feedback. We’re very sorry to hear that the bracelet did not arrive in time for the event you purchased it for, and we completely understand how disappointing that must have been. The bracelet you ordered is a made-to-order piece, and the fulfillment timeframe is 8–18 business days. This information is listed on the product page, during checkout, and in the order confirmation email. The timeframe refers to business days rather than calendar days. We truly regret that the timing did not align with your plans and appreciate you sharing your experience with us. Your feedback is important and helps us continue improving. Kind regards, Moon Magic

Hello Jamie, Thank you for sharing your feedback. We’re truly sorry to hear that your experience did not meet expectations, and we appreciate you bringing this to our attention. We would like to clarify that your order was shipped within our stated delivery timeframe for made-to-order pieces, which is 8–18 working days. We also sincerely apologize for the delay in our response, we were experiencing a particularly busy period, but we always aim to respond to every customer as promptly as possible. After carefully reviewing the photos together with our Quality Control team, the visible changes on the piece appear to be surface wear of the gold vermeil layer rather than tarnishing or a manufacturing defect. Gold vermeil is a layer of gold over sterling silver, designed for regular wear, but the gold surface can gradually wear down when exposed to frequent friction or contact with substances such as hand sanitizers, soaps, lotions, or cleaning products. Rings in particular tend to show this type of wear more quickly due to constant contact with surfaces during daily activities. Based on the condition visible in the images provided, the changes are consistent with mechanical abrasion of the plating, which unfortunately falls outside the scope of our warranty coverage. Quality is extremely important to us as a brand. All of our materials and plating processes are carefully tested before being offered to customers, and we continuously monitor product performance to maintain our standards. While jewelry can wear differently depending on individual habits and daily activities, we’re proud to have thousands of customers who enjoy wearing our pieces and our overall complaint rate remains very low. As you are already in contact with our customer support team, we have offered a discount on a replacement as an exception, either for the same item or another piece of equal value, as a gesture of goodwill. We truly appreciate you taking the time to explain your experience so clearly. Your feedback will be documented and shared with the relevant teams. Kind regards, Moon Magic

Hello Robbie, We’re sorry to hear that you didn’t receive an email regarding your order. In some cases, order confirmation emails can accidentally land in spam, junk, or promotions folders, depending on your email provider. We kindly recommend checking those folders, as the email may have been filtered there. If you’re still unable to locate it, please feel free to reach out to our support team. We appreciate your order and are always here to help. Kind regards, Moon Magic

Hello Robert, Thank you for bringing this to our attention, and we’re truly sorry to hear about your experience. This is certainly not the standard we aim to deliver. We are currently in contact with you and have already offered a replacement to resolve the issue as quickly as possible. Our team is committed to making this right, and we appreciate your patience while we work through the process with you. If there is anything further we can assist with, please don’t hesitate to reach out. We value your feedback and the opportunity to correct this situation. Kind regards, Moon Magic

Hello Michelle, Thank you for sharing your experience. We’re truly sorry to hear how frustrating this situation has been for you, and we understand how disappointing it must feel, especially since the order was intended as a Christmas gift. We want to assure you that we take cases like this very seriously and that our team has been actively communicating with you to review the situation. According to the official Royal Mail tracking information available to us, the parcel is currently marked as delivered to the shipping address that was entered during checkout. At this time, the tracking page does not show any confirmation that the parcel was rerouted or returned to us, and we have not received the package back at our facility. Since the package is currently marked as delivered and there is no indication that it was returned, the carrier does not provide compensation in such cases. That said, we absolutely want to help resolve this matter for you. If Royal Mail has provided any written confirmation stating that the parcel was misrouted or returned to sender, we would be more than happy to review that documentation and continue the investigation with them on your behalf. We appreciate you bringing this to our attention and encourage you to continue the conversation with our support team so we can do our best to assist further. Kind regards, Moon Magic

Hello Neil, Thank you for sharing your feedback. We’re truly sorry to hear about your partner’s experience, especially as it was such a special birthday gift. We are already in direct contact with you regarding this matter and have offered a replacement to resolve the situation. Our intention is always to ensure our customers are happy with their pieces, and we’re committed to finding a fair solution. We appreciate the opportunity to make this right. Kind regards, Moon Magic

Hello Hayden, Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience. We are currently in direct contact with you to review the situation in detail and work toward a fair resolution. Our intention has always been to assess each case carefully and transparently, including determining whether damage may be related to wear over time, but we appreciate that this can sometimes feel frustrating from your perspective. Please be assured that we take concerns about quality very seriously. We value the trust our customers place in us. Thank you again for bringing this to our attention. Kind regards, Moon Magic

Hello Leah, Thank you for sharing your feedback. We’re truly sorry to hear how disappointing this experience has been for you, especially with something as meaningful as an engagement ring. That’s never the experience we want for our customers. After reviewing your order timeline, we can confirm your initial inquiry was responded to within two business days. That said, we completely understand that the overall process may have felt much longer, particularly with the unexpected courier complication during the return. We know how frustrating that must have been, and we’re sorry for the added inconvenience it caused. Once the return was successfully delivered back to us, it was processed within our standard 7–10 business day timeframe. For UK orders, duties and taxes are included at checkout. If there were any additional charges applied, we would absolutely be happy to look into that further. Most importantly, we’re very concerned to hear about the wear and warping you described, as that is not the standard we aim to provide. We are currently in direct contact with you to resolve this properly and are committed to working toward a fair and satisfactory outcome. We truly value your feedback and are sorry that your experience did not reflect the level of service we strive to deliver. Kind regards, Moon Magic

Hello Greg, Thank you so much for your continued trust in Moon Magic. It truly means the world to us that you chose us again for such special moments. We’re so happy to hear she loves her engagement ring and that we could help make her birthday gift just right as well. We also really appreciate your honest feedback about the communication process. We’re always working to improve, and your comments help us do better. Thank you again for being part of our Moon Magic family. Kind regards, Moon Magic

Hello Tyna, Thank you for your feedback. We’re truly glad to hear you find the jewelry beautiful, though we’re very sorry to hear about the sizing issue and your frustration with the timeline. All of our pieces are made to order, with a production and delivery timeframe of 8–18 working days, as stated on the product page and in the order confirmation. Your order was delivered within that timeframe. Your return request was submitted on February 16th and has already been approved. The return label and full instructions were sent to the email provided at checkout, and they’re also available anytime through our Return Portal (RMA section). Once the items are received back, we’ll move forward with the exchange as quickly as possible. We truly appreciate your patience and the opportunity to make this right. Kind regards, Moon Magic

Hello Harmony, Thank you for taking the time to leave us a review. We’re truly sorry to read about your experience and completely understand your frustration, especially as this was intended as a gift. To clarify, the 8–18 working days stated on our website refer to the full timeframe from crafting your piece to final delivery. As each item is made with care, this period includes both crafting and shipping, not just the moment it is handed over to the carrier. We apologize if this was not clear enough. In your case, there was an unexpected delay which extended the estimated delivery, and we sincerely regret the inconvenience this has caused. We have reached out to you directly to offer a refund due to the delay. Your trust is very important to us, and we are truly sorry that this experience did not meet your expectations. Kind regards, Moon Magic

Hello Eva, Thank you for taking the time to share your feedback. We’re truly sorry to hear that you’re disappointed with your experience, and we’d like to clarify a few important points. The piece you purchased was part of our Final Sale collection. As per our Policy, Final Sale pieces are excluded from returns. We clearly indicate this on the product page, as well as in our FAQs and Returns Policy. We’d also like to clarify that the item was not marked as Final Sale because you signed up with your email or phone number. Subscribing may provide access to a promotional discount code, but this is completely separate from whether an item is designated as Final Sale. In addition, this was a made-to-order piece, with an estimated delivery timeframe of 8–18 working days shown on the product page and in your confirmation email. Your order was delivered within the stated timeframe. We understand that expectations can differ when receiving a piece, and we’re sorry to hear it did not meet yours. Your feedback is important to us, and we truly appreciate you taking the time to share it. If there’s anything further you would like us to review, please feel free to reach out to our support team directly. Kind regards, Moon Magic

Hello Alex, First and foremost, we’re truly sorry for the frustration and disappointment this experience has caused you. This is absolutely not the level of service we aim to provide, especially for a gift meant for such a special occasion. Unfortunately, your earlier emails were mistakenly merged within our system and were not visible to our team, which caused the delays in our responses. We sincerely apologize, this was never intentional, and we completely understand how upsetting it must have felt to not receive timely updates. We truly value your experience with us and appreciate you providing the photos to help clarify the sizing issue. A return label has been sent to your email so you can send the ring back to us, and we will make sure the correct size is sent out to you. Again, we are very sorry for the inconvenience caused. We’re committed to resolving this properly and restoring your confidence in us. If there’s anything further you need, please don’t hesitate to reach out, we’re here to help. Kind regards, Moon Magic

Hello Boo, Thank you for taking the time to leave us a review. We are truly sorry for the inconvenience and frustration this situation has caused you. We completely understand how disappointing this must have been, especially since the ring was intended as a birthday gift. We would like to clarify that we informed you twice that due to an unexpected system error, the initial package had been dispatched without the ring. As soon as we identified the issue, we reached out to explain the situation and asked whether you would be willing to wait for a new ring to be sent. Once you kindly confirmed, we immediately proceeded with arranging the replacement. The replacement ring has been shipped, and according to the latest tracking updates, it should be delivered any day now. We are closely monitoring the shipment to ensure it reaches you as soon as possible. That said, we sincerely regret the delay and the impact it had on your special occasion. This is certainly not the experience we aim to provide. As a gesture of our apology, we also offered you a personalized birth chart, created especially for you, as a small token of appreciation for your patience and understanding. We truly value every customer and every order, and we are very sorry that this experience fell short of expectations. Thank you again for your patience while we worked to resolve this matter. Kind regards, Moon Magic

Hello Julie, Thank you for sharing your feedback. We understand how waiting for an order can feel frustrating. One of the items in your purchase is a pre-order piece, which is why the delivery time is longer than usual. This is noted at checkout and also confirmed in the order confirmation email. We truly appreciate your patience and support, and we’re working to have your order shipped as soon as the pre-order item is ready. Please don’t hesitate to reach out to us directly if you have any questions, we’re always happy to help. Kind regards, Moon Magic