WARRANTY & REPAIRS

We altered our WARRANTY & REPAIR policy term on 1 NOV 2020.

*Please note that shipping cost is borned by you /
You can also make an appointment to return or pick up your item at our office 

1

Sterling Silver Base

FREE-of-charge repair within 90 days
(Start from the date of purchase)

2

Brass Base

FREE-of-charge repair within 60 days (Start from the date of purchase)

3

Shipping fee

The cost of the return parcel will be borne by you , If you return after 14 days (Local orders) or 21 days (International orders ) from the date of receiving your orders.

FAQ

What does our warranty cover?

1. Clasps replacement

2. Broken chain

3. Soldering work 

4. Re-plating

5. Stones falling out : 
CZ Stones , 
Simulated stones,
Natural Gemstones (Please return us with the gemstone(s) or not you will be charged)

Exclusions

Sale item / Gift set / Goodie bag / Freebie / non- jewelry / non-LOVE BY THE MOON products are also not applicable for warranty.

How to return?

1. Please email to info@lovebythemoonstudios.com (Tell us your full name , order number , detailed description of the repair ) 

2. We would send you a returns form 

3. You should print out & mail to us with the item/s you wish to return / exchange 

4. Once your return / exchange has been received & processed ,you will be notified via email. 

*Please returned via a tracked service. 
*Damaged or lost items cannot be refunded or replaced. 
*Please retain your proof of postage for your records, until we confirm by email that we have received your good.
*We have the right to reject your warranty request if you do not follow our return process.
* Please note that we DO NOT accept cash-on-delivey of your return item. 

How long does jewelry repair take?

Around 2-10 weeks

Does the warranty cover the jewelry that I buy at consignment stores?

Yes. 
Since consignment stores are not operated by LOVE BY THE MOON ,you should request repair service along with your receipt  at consignment stores. 

Free-of-charge repair:
Brass Base 60days
Sterling Silver 90days
(Start from the date of purchase)

Can I return the item that i purchased online at consignment store?

No. 
Since consignment stores are not operated by LOVE BY THE MOON ,you should email us for repair service.

1. Please email to sales.lovebythemoon@gmail.com (Tell us your full name , order number , detailed description of the repair ) 

 2. We would send you a returns form 

 3. You should print out & mail to us with the item/s you wish to return / exchange 

 4. Once your return / exchange has been received & processed ,you will be notified via email. 

 *Please returned via a tracked service. 
 *Damaged or lost items cannot be refunded or replaced. 
 *Please retain your proof of postage for your records, until we confirm by email that we have received your good. 
*We have the right to reject your warranty request if you do not follow our return process. 
* Please note that we DO NOT accept cash-on-delivey of your return item. 

Can I exchange to new jewelry?

No, We only accept exchange within 14 days (Local orders) or 21 days (International orders ) upon arrival if you receive the wrong order or damaged item(s) . 

Can I extend jewelry warranty?

We are so sorry that free-of-charge warranty cannot be extended. 

What happens when my jewelry warranty expires?

If you request repair of your damaged jewelry after warranty period , repair cost and shipping cost will be borned by you .  We also have the right to reject your warranty & repair request.