Policies at Moon and Dusk
Please read the following information carefully
Any jewellery that has been personalised can not be returned or exchanged since they are an individual, bespoke piece of jewellery. When ordering the piece, you will be asked to confirm and wording or sizing is correct as mistakes can not be rectified afterwards. Please be aware that wording is hand stamped, not by a machine, so there may be imperfections.
During the Warranty Period of twelve months from purchase, I will repair or replace, at no charge, any item that proves defective because of improper material or workmanship, under normal use and care. Normal wear and tear is not covered by this warranty. Proof of purchase is required.
Items are classed as faulty if they are received damaged or if a manufacturing fault happens within three months of purchase. Items damaged as a result of general wear and tear are not considered to be faulty. All items are checked and quality controlled before leaving the workshop. If you receive an item that has been damaged in transit please contact me immediately.
WEAR AND TEAR
It is not recommended that you wear your jewellery when you are exercising, sleeping, showering/bathing or swimming. Solvents, bleaches household chemicals, cleaning products can tarnish silver, along with perfumes, lotions (including sun cream) and hand sanitiser. Some skin types can also cause silver to tarnish more quickly. This is only surface discolouration and can easily be removed with a soft clean cloth.
RINGS WITH STONES
Be especially careful to protect the stones from knocks and scratches. These cannot be resized once worn. Clean regularly if the back of the stone is exposed by soaking in warm water.
Silver jewellery will naturally tarnish over time. Ensure that your jewellery is kept clean and free from creams, lotions, oils, perfumes and make-up. When not wearing, store your jewellery separately so that it doesn’t get scratched or tangled. Try to keep your jewellery out of sunlight in a jewellery box or in the fabric pouch packaging it arrives in.
Unless otherwise stated in individual listings, non personalised orders will be despatched within 3 business days. Personalised orders or custom designed pieces will take longer depending on the complexity of the piece and the turn around times for hallmarking. I will be happy to give an estimated dispatch time when discussing the details of your order.
All orders are despatched as soon as possible but if your order is delayed for any reason you will be notified by email.
Once your order has been despatched you will be notified by email and provided a tracking number where applicable.
Orders are shipped via Royal Mail ‘Second Class Signed For’ unless otherwise stated. Royal Mail currently estimate Second Class arrival times to be 2-3 working days (including Saturdays). You will be provided with a tracking number (if applicable) in your dispatch notification email. If you require a different shipping method or turn around time, please send an email to firstname.lastname@example.org and we can see if we can work out a suitable alternative.
Any information that you provide Moon and Dusk when placing your order (such as name, delivery address, telephone number and email address) are only used in order to process and deliver your order, or to deal with any queries you have relating to that order. Your personal details will never be used or passed on to third parties for marketing or any other purposes without your consent unless it is with mail delivery companies/couriers in order to fulfil your order, or to comply with any legal or tax obligations relating to Moon and Dusk.
Your details will be securely held and only be retained for as long as necessary in order to process the transaction. Personal data related to orders or customer queries are retained for six years, after which time it is deleted from our records.
You have the right to know that personal data is held about you, and to ask for that data to be changed or deleted. You also have the right to complain to the ICO if you believe there is a problem with the way I handle your data.
Your privacy is important to us. It is Moon and Dusk's policy to respect your privacy regarding any information we may collect from you across our website, http://www.moonanddusk.co.uk, and other sites we own and operate.
We only ask for personal information when we truly need it to provide a service to you. We collect it by fair and lawful means, with your knowledge and consent. We also let you know why we’re collecting it and how it will be used.
We only retain collected information for as long as necessary to provide you with your requested service. What data we store, we’ll protect within commercially acceptable means to prevent loss and theft, as well as unauthorised access, disclosure, copying, use or modification.
We don’t share any personally identifying information publicly or with third-parties, except when required to by law.
Our website may link to external sites that are not operated by us. Please be aware that we have no control over the content and practices of these sites, and cannot accept responsibility or liability for their respective privacy policies.
You are free to refuse our request for your personal information, with the understanding that we may be unable to provide you with some of your desired services.
Your continued use of our website will be regarded as acceptance of our practices around privacy and personal information. If you have any questions about how we handle user data and personal information, feel free to contact us.
Refunds will be issued back to the original method of payment within 14 days of the item being returned (see return policy for more information). Please make sure you keep proof of postage when returning items via the post.
Refunds can not be given for personalised orders unless they arrive damaged or defective
Once orders are despatched they can not be cancelled. Please email email@example.com as soon as possible if you need to amend your order or have any problems
If you need to exchange or return a non personalised item, that’s not a problem. Contact me within 14 days of delivery at firstname.lastname@example.org stating your name, address, order number, item to be returned or exchanged and the reason for the return. I cannot accept returns of earrings for hygiene reasons. You must take reasonable care of goods in your possession as I will not exchange or refund goods that show obvious signs of rough handling or damage, or do not have their original packaging in a saleable condition. In this instance, the goods will be returned to the buyer at their own cost.
Personalised or custom orders can not be returned or exchanged unless they arrive defective or damaged.
Customers are responsible for the return postage costs of any returned or exchanged items. Items must be returned within 28 days of delivery. When returning items, please make sure you package the items safely for transit. If the item is not returned in its original condition the buyer is responsible for the loss in value. Your original postage costs will not be refunded unless the item you received was sent in error or has been identified as faulty or damaged (provided I am notified within 7 days of receipt). Once a return is approved the goods must be returned within 28 days of you receiving them and you will be refunded within 14 days of my receipt of the returned goods.
The jewellery remains your responsibility until it reaches me so I recommend that you send the parcel using a trackable service such as the Royal Mail Special Delivery (insured) services. I can not be held responsible for returns that are lost in transit.
Returns should be sent to Keeley Bolton, 12 Gilmours Place, Larbert, FK5 4XL.
I am registered at the Edinburgh Assay office and hallmark all my jewellery unless it is exempt. Often, I will hallmark even if it is exempt so that you can be assured of the quality of the silver you are purchasing. If you are unsure whether a piece is hallmarked just send me a message or email and I can clarify for you. You can also request that an exempt piece is hallmarked if you like, again, just send me a message or email.
If you would like more information on hallmarking you can use the button below to visit the Edinburgh Assay Office.