We offer complimentary repairs on any workmanship issues (i.e. ear wire detached from earring or rhinestone detached from setting) within 30 days from the ship date. All repair requests will be assessed on a case-by-case basis and may be subject to a fee as well as an €4.95 return shipping fee. Beyond 30 days from the ship date, all repairs are subject to a repair fee.
Should you have a Moon and Lola item in need of repair, please contact [email protected] to begin the repair process. Please provide your order number or the name or email address associated with the order, product details and photos (if possible) of the item in need of repair. Our team will do our very best to respond to your repair request within 3 to 5 business days (please be advised that response time will vary during the holiday season).
Once your repair request has been received and reviewed, you will receive an email with a Service Repair Order number (SRO) and further instructions for submitting your repair.
Prepaid shipping labels are only provided in cases in which the repair is due to a manufacturing defect or if a production, manufacturing or shipping error was made by our team. We kindly ask that you do not submit an item for repair before receiving an issued SRO number.
Please re-pack the merchandise in the same manner it was received, such as a corrugated cardboard box or a jewelry box within a bubble mailer. Please do not use a flat envelope, as it will cause damage to the jewelry. Moon and Lola is not responsible for damage to returned merchandise due to inadequate packaging.
Please allow 3-5 weeks for the repair process to be complete.