FAQ

1.Where does LOVE BY THE MOON ship to?

Shipping & Delivery

2. How much is shipping?

Shipping & Delivery

3. How long will it take for my order to ship?

Shipping & Delivery

4. What happens if my parcel(s) fail to be delivered or picked up?

Please ensure that your receipt name (Full name), delivery address and mobile number are accurate.

*We are unable to change a delivery address once the order has been processed. In case you did not collect your order and courier sent it back to us, we will charge for shipping fee and might send again.

5. Where is my order?

Once your order is shipped, you will receive a tracking number via email so you can track its delivery status while it makes its way to you. You can also track here.

6. Can I change and cancel my order?

Should you wish to change or cancel your order, please email us within 30mins after order has been placed. No cancellation is allowed after an order has been processed.

7. What is LOVE BY THE MOON’s return policy?

Please check out our  return policy page

8. What if I receive a wrong product?

We are so sorry if you received a product different from the one that you ordered.

Please check out our return policy page 

9. How do I care for my jewelry?

10. How can I guarantee that the product I purchased is authentic?

You can find our authentic jewels from lovebythemoonstudios.com, LOVE BY THE MOON pop-up events and our stockists.

*Not all collections are available at all times in all locations. Visit us at lovebythemoonstudios.com to shop the latest and complete range!

11. Can you gift wrap my order?

Sure :) If you are purchasing our jewels as gifts, let us know before you place order !

*Every order is packed in box (1-2 jewels per box) . Jewels are individually packed in a jewellery backer.  

12. What currency will my order be processed in?

HONG KONG DOLLARS

13. What forms of payment do you accept?

Credit cards, debit cards, and PayPal. 

Let us know if you wanna pay via Payme, Alipay ,Wechat Pay.