Exchanges & Returns Policy - Phoenix & The Moon

At Phoenix & The Moon, we take pride in creating jewellery that carries meaning and emotion. Every piece is handmade in the UK with care, using recycled metals and ethically sourced gemstones.

We understand that sometimes an item may need to be returned or exchanged, and we aim to make the process as smooth, fair, and reassuring as possible.

Customised & Personalised Items

Because many of our pieces are personalised with hand-stamped initials, names, dates, meaningful phrases, or birthstones, we cannot accept returns or exchanges for custom-made items unless:

There is a manufacturing error, misspelling, or defect.
The item was damaged during shipping.

In such cases, please contact us immediately at hello@phoenixandthemoon.co.uk, and we will guide you through the next steps.

Non-Personalised Items

If you purchase a standard (non-personalised) item and wish to return it:

Items must be returned within 14 days of receipt.
They should be unused, in their original packaging, and in the same condition in which they were received.

Once received, we will process your refund or exchange as quickly as possible.

Earrings & Hygiene Considerations

For hygiene reasons, earrings cannot be returned once opened. This ensures the safety and well-being of all our customers.

Exchanges & Repairs

If you would like to exchange an item for a different size, colour, or design, please reach out to us at hello@phoenixandthemoon.co.uk.

Repairs for damaged or worn pieces can also be arranged; we will provide guidance on timescales and costs as needed.

Shipping & Returns Costs

Customers are responsible for the cost of returning items unless the item is faulty or incorrectly made.
We recommend using a tracked and insured service to protect your jewellery in transit.

Our Commitment

We are committed to your satisfaction and to ensuring every piece you receive reflects the meaning and quality it was created with. If you have any concerns, please contact us at hello@phoenixandthemoon.co.uk.

We are here to help and will always act with care, fairness, and speed.