Shipping & Returns Policy
๐ฆ Shipping Policy
โ
Processing & Pre-Orders
-
In-Stock Items: Processed and dispatched within 3 business days (Monday–Friday, excluding holidays). If an item is unexpectedly unavailable, we will notify you within 24–48 hours.
-
Pre-Orders: Handmade especially for you. Please allow up to 2 weeks for pre-orders to be crafted and dispatched.
Delivery & Shipping Rates
All orders are shipped directly from our production studio in Bali, Indonesia via DHL Express (5–7 business days estimated transit time).
United States
-
Orders $199.00 USD and over: FREE Express Shipping
-
Orders $99.00 – $199.00 USD: $25.00 USD flat rate
-
Orders under $99.00 USD: $45.00 USD flat rate
International (DHL Zones 1–7)
-
Orders $199.00 USD and over: FREE Express Shipping
-
Orders $99.00 – $199.00 USD: $15.00 USD flat rate
-
Orders under $99.00 USD: $35.00 USD flat rate
Eligible Countries: Andorra, Australia, Bahrain, Bangladesh, Brunei, Cambodia, Canada, Hong Kong, India, Japan, Laos, Moldova, Monaco, Myanmar, Nepal, New Zealand, Oman, Pakistan, Philippines, Qatar, San Marino, Saudi Arabia, Singapore, South Korea, Sri Lanka, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, United Kingdom, Vatican City, and Vietnam.
โ
Excluded Destinations & Restrictions
-
European Union (EU): Due to Extended Producer Responsibility (EPR) packaging regulations across EU member states, we currently do not ship to any countries within the European Union.
-
Other Non-Serviced Destinations: We do not ship to mainland China, Russia, or regions subject to active carrier service suspensions.
-
PO Boxes & APO/FPO: DHL Express requires a physical street address and signature upon delivery. We cannot deliver to PO Boxes or military addresses.
All-Inclusive Shipping (No Hidden Customs Fees)
-
Prepaid Duties & Taxes: All orders ship on a Delivered Duty Paid (DDP) basis. The price you pay at checkout includes all local sales taxes, import duties, and customs clearance fees.
-
No Surprise Charges: You will never receive an unexpected invoice or import fee from DHL or customs authorities upon delivery.
Tracking & Address Accuracy
-
Order Tracking: Every shipment includes full tracking. A tracking number will be emailed to you automatically once your package leaves our studio.
-
Delivery Address: Please ensure your shipping address is accurate and complete at checkout. We cannot be held responsible for parcels lost, delayed, or misdelivered due to incorrect address information provided at checkout.
โ
๐ Returns, Exchanges & Refunds
Order Cancellations & Changes
Once an order has been handed over to DHL Express, it cannot be canceled or modified. If you notice a mistake in your order, please email us immediately at info@newmoon-collective.com.
Damaged or Defective Items
If your jewelry arrives damaged or defective, please contact us right away at info@newmoon-collective.com. We will immediately assess the issue and arrange a repair or replacement at no additional cost to you.
Return & Exchange Window
You may return or exchange undamaged jewelry within 14 days of delivery, provided it is unused, in its original condition, and in its original packaging with proof of purchase.
-
Exceptions (Final Sale): Due to strict hygiene regulations, earrings cannot be returned or exchanged. Custom-made pieces, sale items, discontinued products, and charity initiative purchases are also final sale.
How to Process a Return
-
Email Us: Contact info@newmoon-collective.com with your order number and the reason for your return to obtain the correct return address.
-
Pack Securely: Place the jewelry safely in its original packaging, including all tags and pouches.
-
Ship: Customers are responsible for return shipping costs and ensuring safe delivery. We highly recommend using a tracked shipping service and purchasing insurance, as our LLC cannot take responsibility for return items lost or damaged in transit.
Refund Processing
Once your return is received, inspected, and approved by our team, we will notify you via email. Approved refunds will be issued to your original payment method within 14 days. Please note that original shipping costs are non-refundable.
โ
โ๏ธ Disputes & Support
Damaged, Lost, or Delayed Transit
Risk of loss and title for items pass to you upon our delivery to the shipping carrier. While we are not legally liable for packages stolen after delivery or delayed by customs inspections, we will always do our absolute best to help you locate and intercept issues alongside DHL.
Chargebacks & Bank Disputes
We are fully committed to resolving any order or customer service issues with care and efficiency. Please reach out to our team at info@newmoon-collective.com before initiating a formal chargeback or bank dispute, as open disputes freeze order records and significantly delay our ability to issue direct refunds or resolutions.
โ
Questions?
We are always here to help you. If you have any questions about your package, email us directly at info@newmoon-collective.com.
โ
