FAQs

Ordering & Payment

1. Can I change or cancel my order after placing it?

We’re unable to edit orders once they’ve been placed. However, for ready-to-ship jewelry, we can cancel your order before it has been prepared for shipment. Additionally, all orders may be canceled within 24 hours of being placed. After this window, it cannot be cancelled. Please reach out to moonlitcarats@gmail.com for assistance.

2. What payment methods do Moonlit Carats accept?

We accept major credit and debit cards, including Visa, MasterCard, American Express, and more. We also support Apple Pay and Google Pay for a faster checkout experience. All payments are securely processed to ensure your information is protected.

3. How fast are orders processed?

We expect to dispatch ready-to-ship jewelry within 1–4 business days. Shipping and processing times may vary depending on the items in your order. We’ll do our best to make you smile!

4. Can I change the shipping address of my order?

If you need to change the shipping address, please cancel your current order and place a new one with the correct information. For in-stock jewelry, cancellations are possible before a tracking number is assigned or within 24 hours of purchase. After that, cancellations are no longer available. For assistance, please contact us at moonlitcarats@gmail.com

5. What is the credit card security code?

It’s a 3- or 4-digit number used to verify your identity during checkout.

• For Visa, MasterCard, and Discover, it’s the 3-digit number found on the back of your card, near the signature area.
  

• For American Express, it’s the 4-digit number located on the front, above the card number.

Shipping & Delivery

1. What should I do if my parcel is lost or arrives damaged?

If your order is marked as delivered but can’t be found, appears stuck in transit, or arrives damaged, please contact our Customer Experience Team (moonlitcarats@gmail.com) right away. We also recommend checking with neighbors, building staff, or your delivery area, as packages may occasionally be misdelivered.

To move forward, the shipping carrier (Moonlit Carats) will need to open an investigation. For FedEx shipments, this process may take up to 14 business days. Because we ship fine jewelry and diamonds, we’re unable to issue refunds or replacements until the investigation is complete. We truly appreciate your patience and will keep you updated throughout the process.

2. Where can I find a status update on my order?

You can find the estimated ship-by date in your order confirmation email. You’ll also receive tracking details as soon as your order ships. If you have any questions or need support in the meantime, feel free to reach out to us at moonlitcarats@gmail.com — we're always happy to help!

3. Do you require a signature upon delivery?

Yes! To ensure your Moonlit Carats purchases are delivered to you safely, we require a signature on all FedEx and USPS Priority Mail shipments. Thank you for your understanding and cooperation.

4. Can I select a specific shipping date for my order?

We apologize for the inconvenience, but customers are not able to select a specific ship date. If you won’t be available to receive your package, we recommend contacting the shipping carrier directly once your tracking number is available. They may be able to re-route the package to a different address or a local pickup point. Please note that address changes may add a few business days to your delivery time, and the carrier may charge a fee for the adjustment.

5. Can the product be delivered to a P.O. box?

To ensure your order arrives safely and on time, we’re unable to deliver to P.O. Boxes. Please enter a physical address at checkout so we can begin shipping your piece without delay. Thank you for helping us make the delivery process smooth and worry-free.

6. What is the cost of shipping and will I be charged duties and taxes?

Great news! We will cover the shipping fees and taxes for you.

 

Warranty & Return Policies

1.What kind of warranty do you offer?

We’re pleased to offer a 3-year warranty on all our jewelry. This covers any defects in material or craftsmanship under normal wear. If you experience any issues during the warranty period, please contact us with your order details, and we’ll be happy to assist with a repair or replacement. Please note, the warranty does not cover damage caused by accidents, misuse, or improper care.

2.What is your return policy?

At Moonlit Carats, each piece is carefully crafted and often made to order to ensure the best quality. Because of this, we’re unable to accept returns or exchanges for change of mind, sizing issues, or personal preferences. However, if your item arrives damaged, defective, or differs significantly from what you ordered, please reach out to us within 7 days. We’ll be happy to assist you with a replacement. We want to ensure you’re completely satisfied with your purchase.