Shipping & Returns Policy
📦 Shipping Policy
​
Processing & Pre-Orders
-
In-Stock Items: Typically 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: Some of our pieces are handmade especially for you. Please allow up to 8 weeks for pre-orders to be completed and shipped.
Fulfillment & Delivery Times
-
Fulfillment Origin: All orders are packed securely and shipped directly from our artisan production studio in Bali, Indonesia.
-
Carrier & Speed: We ship globally via DHL Express. Orders usually take 5–7 business days to arrive after dispatch. You will receive a tracking number via email as soon as your package leaves our studio.
All-Inclusive Shipping (No Hidden Customs Fees)
-
Prepaid Duties & Taxes: All orders are shipped on a Delivered Duty Paid (DDP) basis. The price you pay at checkout is fully inclusive of all local sales taxes, import duties, and customs clearance fees.
-
No Surprise Charges: You will never receive an unexpected tax or customs invoice from DHL or customs authorities upon delivery.
Shipping Costs & Delivery Address
-
Rates: Shipping costs are calculated dynamically at checkout based on your delivery location and order value. Additional carrier surcharges may apply for remote delivery areas.
-
Address Accuracy: Please ensure your shipping details are 100% correct at checkout. We cannot be held responsible for parcels lost, delayed, or misdelivered due to incorrect or incomplete addresses supplied by the customer.
​
🔄 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.
​
⚖️ 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.
​
Questions?
We are always here to help you. If you have any questions about your package, email us directly at info@newmoon-collective.com.
​
