Moon Magic

Hello Ron, Thank you for taking the time to leave us a review. We would like to clarify that items found on platforms such as Etsy are not authentic Moon Magic products. These are often counterfeit copies and do not reflect our materials or craftsmanship. Our jewelry is designed by our team, features natural gemstones that are tested and verified, including through GIA-standard processes. We are also sincerely sorry that the pieces were not as expected in terms of size. Kindly note that we mention the sizing of each of our pieces under Quality and Details on the product page. If there's anything else we can help you with, please don't hesitate to ask! Kind regards, Moon Magic

Hello Megan, Thank you for taking the time to share your feedback. We're sorry to hear you weren't happy with your purchase. Our final sale items are excluded from returns and exchanges, and this is clearly noted on the product page, as well as in our FAQ and Return Policy. We understand this may have been disappointing, and we're always looking for ways to make our policies as clear as possible. We've also been in direct contact with you regarding your order. Although your item was a final sale piece and therefore not normally eligible for returns or exchanges, we made an exception to allow you to return it in an effort to resolve the situation and provide a positive experience. We'd also like to clarify that our jewelry is not drop-shipped from China. Every piece is handcrafted in Jaipur, India, the gemstone capital of the world. To keep international shipping as affordable as possible, we partner with YunExpress, so packages travel from India through Hong Kong as a transit hub before being handed over to the local carrier for final delivery. We appreciate your feedback and the opportunity to address your concerns. Kind regards, Moon Magic

Hello Hannah, Thank you for taking the time to leave us a review. Please note that we always prioritize cancellation and order change requests whenever possible. You reached out to cancel your order on Tuesday, July 14th, however, your package had already been shipped on July 13th. Moon Magic is not a drop shipping business. All of our pieces are designed in-house and handcrafted by skilled artisans in Jaipur, India. This information is transparently shared on our product pages as well as on our dedicated “Quality and Designs” page. As our jewelry is handcrafted in Jaipur, India, from there, shipments are first sent in bulk to our logistics partner’s hub in Hong Kong, and then handed over to the final carrier for delivery. The leg from Jaipur to Hong Kong is not individually trackable, which is why your tracking label was created on the 13th, but the first update only appeared on the 17th once it was scanned in Hong Kong. For this reason, we also don’t share tracking details immediately, as they wouldn’t show any movement at that stage. As a brand, we always prefer to cancel orders rather than have them returned. Whenever possible, we act on these requests immediately - even if a piece has already been crafted but not yet shipped. However, once an order has already been shipped, we’re unfortunately unable to stop or recall the shipment. The necklace you ordered is part of our final sale collection and typically not eligible for returns. That said, as a one-time exception, we were happy to offer a return and a refund once the order is retuned. Kind regards, Moon Magic

Hello Donna, We're sorry to hear that you were disappointed with your experience. Your order was fulfilled and handed over to the carrier on July 7. We received your cancellation request on July 9, after the parcel had already been dispatched, so we were unfortunately unable to stop the shipment. As advised, once your order arrives, please get in touch with us and we'll provide our UK return instructions, and a full refund will be issued once the item is received back. We always aim to provide courteous customer service and fair solutions, and we're happy to assist you through the return process. Kind regards, Moon Magic

Hello Lisa, Thank you for taking the time to share your feedback. We're truly sorry to hear about your experience, especially as we know this ring was purchased as such a meaningful keepsake. We understand how disappointing it must have been to discover that a stone had come loose. We can see that you've been in contact with our Customer Support team, and we're pleased that we were able to offer you a replacement. We hope this demonstrates our commitment to making things right and ensuring you're able to enjoy your piece as intended. If there's anything further we can assist you with, our team is always here to help. Kind regards, Moon Magic

Hello Hayley, Thank you for taking the time to leave us a review. We're very sorry to hear that you were disappointed with your experience. We can see that you've been in contact with our customer support team, and we've offered a replacement as a solution while we work to resolve this for you. We truly want to make this right and hope we'll have the opportunity to restore your confidence in us. If there's anything further we can do to help, please don't hesitate to reach out to us. Kind regards, Moon Magic

Hello there, Thank you for your feedback! We're so glad you found the shopping experience easy. As each of our pieces is made to order, they take up to 18 working days to craft and deliver, as noted on our website. We truly appreciate your patience and hope you love your piece! Kind regards, Moon Magic

Hello Anastasija, Thank you for taking the time to leave us a review. We're very sorry to hear that your necklace didn't meet your expectations. We always want our customers to love their jewelry, so we're disappointed to learn that you feel this way. We've reached out to you directly so we can better understand your concerns and look into this further together. We hope you'll give us the opportunity to find a satisfactory solution. Regarding the shipping time, the necklace you ordered is a made-to-order piece. The delivery timeframe of 8–18 business days is noted on the product page just above the "Add to Cart" button, as each piece is carefully crafted before being shipped. We appreciate your feedback and hope to speak with you soon to resolve this for you. Kind regards, Moon Magic

Hello Morgan, Thank you for taking the time to leave us a review. We're very sorry to hear that your ring didn't meet your expectations. We understand how disappointing it is when a piece isn't what you were hoping for. We've reached out to you directly so we can learn more about your concerns and see how we can help. We hope you'll give us the opportunity to make this right. Regarding the shipping time, the ring you ordered is a made-to-order piece. Each ring is handcrafted, which is why the delivery timeframe is 8–18 business days. This information is provided on the product page just above the "Add to Cart" button before an order is placed. We appreciate your feedback and look forward to connecting with you to find the best possible solution. Kind regards, Moon Magic

Hello Mon, Thank you for your feedback, and we're sorry to hear about your experience. We'd love the opportunity to look into this for you. Unfortunately, we aren't able to locate your order based on your review alone, as it doesn't include an order number or the email address used when the purchase was made. You should have received an order confirmation shortly after placing your order, followed by shipping updates once your package was dispatched. If you haven't seen these emails, we recommend checking your spam, junk, or promotions folder, as they can occasionally end up there. Please contact our support team directly with your order number or the email address used when placing the order, and we'll be happy to investigate this for you and make sure you receive an update as quickly as possible. We look forward to assisting you and resolving this for you. Kind regards, Moon Magic

Hello Kat, Thank you for taking the time to share your feedback. We're sorry to hear that your experience didn't meet your expectations. After reviewing your order, we found that the additional AfterSell ring was never successfully purchased, as the payment for that item did not go through. Because your main order was processed successfully, our team initially advised waiting while reviewing the order. The discounted AfterSell price is only available when the item ships together with the original order, so we're normally unable to honor that pricing once a separate shipment is required. We also wanted to clarify our comment regarding the ring being used as a wedding band. Our intention was simply to explain that, for jewelry worn every day over many years, we generally recommend solid gold as the most durable option. We're glad we were able to reach out and offer an exception by honoring the original discounted price, and we genuinely hope to have the opportunity to provide you with a better experience moving forward. Kind regards, Moon Magic

Hello there, hank you for taking the time to share your feedback. We're sorry to hear that the ring did not meet your expectations. We've reached out to you directly via email so we can better understand the issues you've described and investigate this further. We appreciate you bringing this to our attention and look forward to hearing from you so we can work toward a suitable resolution. Kind regards, Moon Magic

Hello Lynn, Thank you for taking the time to share your feedback. We're very sorry to hear that the ring did not meet your expectations. As we’re unable to locate your order based on this review alone, we’d appreciate it if you could reach out to our customer support team with your order number or the email address used for your purchase. We'd be happy to look into this for you and see how we can help. We take great pride in the quality of our jewelry, so we're disappointed to hear this was your experience. We hope to have the opportunity to investigate the issue and work toward a satisfactory resolution. Kind regards, Moon Magic

Hello Karen, Thank you so much for choosing Moon Magic for your first order and for sharing your experience! We're delighted to hear that everything has gone smoothly so far. We completely understand that the wait can feel a little long. Since each piece is made to order, our artisans take the time to carefully craft your jewelry before it's shipped, ensuring it meets our quality standards. We hope your ring arrives soon and that it's everything you were hoping for. We can't wait to hear what you think once it's in your hands. Enjoy! Kind regards, Moon Magic

Hello Carolyn, Thank you for taking the time to share your feedback. We're sorry to hear that your purchase didn't meet your expectations, especially as it was such a meaningful gift for your niece's 21st birthday. As discussed in our correspondence, we'd just like to clarify that the jewelry you purchased is crafted from genuine 925 sterling silver, not silver-plated. The composition is stated clearly on every product page. These are high-quality pieces set with authentic, natural gemstones, handcrafted for you by our talented artisans and passed through quality control before they ship - they are not mass-produced. The chain you ordered is our carabiner chain, a connector design made to attach and swap charms via its screw clasp - not a fixed pendant chain. This is shown in the product images and description, which is why a pendant doesn't thread through it: it's working exactly as intended. We're glad we've already been in touch to discuss a solution and hope we were able to address your concerns. Your feedback is important to us, and we appreciate you giving us the opportunity to assist. Kind regards, Moon Magic

Hello Jay, Thank you for taking the time to leave us a review. We're very sorry to hear about your experience. We've reached out to you directly so we can look into this further and understand what happened with your order. We'd like the opportunity to review the sizing issue and work toward a resolution with you. We look forward to hearing from you and assisting further. Kind regards, Moon Magic

Hello Claudio, Thank you for taking the time to leave us a review. We would like to clarify that shipping and tracking updates are automatically sent to the email address provided at checkout. In some cases, these emails may be filtered into Junk, Spam, or Promotions folders, so we recommend checking those folders if you have not seen them in your inbox. We have also been in direct contact with you regarding your order and have already provided the estimated delivery date. If you have any further questions or need additional assistance, please don't hesitate to reach out, we're always happy to help. Thank you for your order and for giving us the opportunity to assist you. Kind regards, Moon Magic

Hello Andrew, Thank you for taking the time to leave us a review. We would like to clarify a few points regarding your order. Your order was shipped on April 21st, and your cancellation request was received on April 28th, after the package had already been dispatched and could no longer be stopped. The shipment was subsequently refused and is currently still in the return process, meaning it has not yet been received back at our warehouse. We understand your concerns regarding the refund. As explained in our direct correspondence, this matter has been complicated by the chargeback process. We have remained in contact with you throughout and have provided updates based on the information available to us at each stage. We would also like to address the suggestion that Moon Magic is not a legitimate company or is attempting to delay matters intentionally. This is simply not the case. We process thousands of orders for customers around the world and have no ability to withhold funds that are subject to a bank dispute or manipulate the status of a chargeback. Any chargeback review and its status are handled by the financial institutions involved. We appreciate that this situation has taken longer than either of us would like, and we understand your frustration. Please know that we are already in direct contact with you, are actively working toward a resolution, and will continue to assist until the matter is resolved. Kind regards, Moon Magic

Hello Jeff, We're sorry to hear that the ring did not meet your expectations. Unfortunately, we're unable to locate an order associated with this review, so we can't investigate the details further at this time. We'd genuinely appreciate the opportunity to look into this and better understand your experience. Please reach out to our customer support team directly with your order number, and we'll be happy to review your case and assist in any way we can. Kind regards, Moon Magic

Dear Cheyenne, Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience. As previously arranged, we have already provided a replacement for your ring, as your satisfaction is very important to us. We always strive to offer durable, high-quality jewelry; however, proper care plays a crucial role in maintaining its appearance over time. Jewelry, especially pieces featuring natural gemstones can be sensitive to everyday exposure such as water, perfumes, lotions, cleaning agents, and other chemicals. These elements may cause tarnishing, dullness, or weakening of stone settings over time, which unfortunately is beyond our control once the item is in regular use. Additionally, while our Yellow Gold Vermeil is designed to be tarnish-resistant, it should still avoid regular contact with chemicals, as this can trigger reactions that affect both the finish and overall appearance. We always recommend following our care guidelines to help preserve the shine and longevity of each piece. That said, we truly appreciate your feedback, as it helps us continue improving both our products and customer experience. Kind regards, Moon Magic Team