Shipping & Returns
Everything you need to know about getting your Moonara Haus order to you — and what to do if something isn't right.
Shipping
Our shipping costs vary depending on your location and which shipping service you choose. At checkout you can select the shipping option that suits you best.
Your order will be processed and dispatched within 3–4 business days. Estimated delivery times by shipping option:
| Shipping Option | Delivery Time | Processing |
|---|---|---|
| USA Standard | 3–6 days | 1–2 business days |
| USA Express | 2–4 days | 1–2 business days |
| USA Overnight | 1 day | 1–2 business days |
| International Standard | 10–14 days | 1–3 business days |
| International Express | 5–7 days | 1–3 business days |
Please allow for slightly longer processing times during our Black Friday Sale.
Depending on your shipping destination, import duties and taxes may apply. We offer two international shipping options:
- DDP (Delivered Duty Paid): Pay any duties and taxes upfront at checkout. This ensures your order arrives without unexpected customs fees or delays.
- DDU (Delivered Duty Unpaid): Duties and taxes are not included in your order total and will be collected by your local customs office upon delivery. You'll be responsible for these fees, which vary by country.
We recommend reviewing your country's tax and duty regulations before ordering.
Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to monitor your delivery status. If you have any issues with tracking, please email us at hello@moonarahaus.com.
Returns & Refunds
Due to the delicate and personal nature of our jewelry, all sales are final. We do not accept returns or offer cash refunds, and we're unable to accept returns or exchanges for change of mind, incorrect selection, sizing, or color preference.
Please review each product's photos, description, measurements, and color details carefully before ordering. Have a question? Email us at hello@moonarahaus.com before you buy and we're happy to help.
We stand behind the quality of every piece. If your order arrives damaged, defective, or you received the wrong item, please contact us within 14 days of delivery at hello@moonarahaus.com with:
- Your order number
- A clear photo of the item and any damage or defect
Once we've reviewed and confirmed the issue, we'll make it right with store credit for the value of the affected item, or send a replacement where available. You won't need to ship anything back to us.
Any approved compensation is issued as store credit (a gift-card code) that can be applied to a future order. Store credit does not expire and can be used anytime. Please note we do not offer cash refunds or refunds to your original payment method.
For health and hygiene reasons, earrings cannot be returned or exchanged unless they arrive damaged or defective.
Need to change or cancel your order? Please email us within 24 hours of placing it and we'll do our best to accommodate. Once an order has entered production or shipping, we're unable to modify or cancel it.
Once an order is marked delivered by the carrier, Moonara Haus is not responsible for lost or stolen packages. If your tracking shows delivered but your order hasn't arrived, please contact the carrier directly and reach out to us at hello@moonarahaus.com — we'll help where we can.
Tarnishing over time is considered normal wear and is not a manufacturing fault, so it does not qualify for store credit or replacement.