Exchanges & Returns Policy
Returns & Refunds Policy
Effective Date: 31/03/2026
At Phoenix & The Moon, each piece is created to be kept — a small, meaningful object made slowly by hand. We take great care in every detail, using recycled metals and ethically sourced gemstones, and we hope your piece feels as special to receive as it was to make.
We understand that occasionally something may not be quite right. This policy is designed to be clear, fair, and reassuring.
This policy does not affect your statutory rights under UK consumer law.
Personalised & Made-to-Order Pieces
Many of our pieces are made especially for you — hand-stamped with initials, names, dates, meaningful words, or set with chosen birthstones.
Because of their bespoke nature, personalised and made-to-order items cannot be returned or refunded, unless:
- The item is faulty or defective
- There has been an error on our part (for example, a stamping mistake)
- The item has been damaged in transit
If this applies, please contact us within 14 days of receiving your order at:
hello@phoenixandthemoon.co.uk
We will carefully review the issue and arrange a repair, replacement, or refund where appropriate.
Non-Personalised Pieces
If you have purchased a non-personalised item, you may return it within 14 days of delivery.
To be eligible for a return:
- The item must be unworn and unused
- Returned in its original packaging
- In the same condition in which it was received
To begin a return, please contact:
hello@phoenixandthemoon.co.uk
Once your return is received and inspected, your refund will be issued to your original payment method.
Please allow up to 14 days for the refund to be processed.
Original shipping costs are non-refundable unless the item is faulty or incorrect.
Earrings & Hygiene
For hygiene reasons, earrings cannot be returned once worn or once any hygiene seal (where applicable) has been removed, unless the item is faulty.
Exchanges
We do not offer direct exchanges.
If you would prefer a different piece, you are welcome to return an eligible item for a refund and place a new order.
Repairs
Jewellery is made to be worn and lived in, and over time it may need care.
We are happy to assist with repairs where possible. Please contact us and we will advise on options, timescales, and any associated costs.
Return Shipping
- Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect
- We recommend using a tracked and insured service, as we cannot be responsible for items lost in transit
A Note on Handmade Pieces
Each piece is handmade in the UK, and as such, subtle variations in texture, finish, and gemstone appearance are part of its character and not considered faults.
Our Commitment
We want you to feel confident in your purchase and connected to what you receive.
If you have any questions or concerns, please reach out:
hello@phoenixandthemoon.co.uk
Every message is read with care, and we will always do our best to respond with fairness, clarity, and attention.