Return and Exchange

Comprehensive Return and Exchange Policy

Last Updated: July 04, 2025

This return and exchange policy governs all purchases made through our Shopify store. By placing an order, you agree to these terms, which are designed to balance customer satisfaction with operational clarity. Our policy aligns with Shopify's framework and incorporates industry best practices to ensure fairness and transparency.

Eligibility for Returns and Exchanges

Return Window

Customers may initiate returns or exchanges within 14 days of delivery for most items. This window begins on the date the carrier marks the order as delivered.

Important: All shipments include tracking. If you cannot locate your tracking information, please contact us immediately at mooiatelier23@gmail.com.

Condition Requirements

To qualify for a return or exchange, items must meet all of the following criteria:

  • Unused and unworn (never taken out of packaging except for initial inspection)

  • Undamaged (free from scratches, dents, tarnishing, or any signs of wear)

  • In original packaging with all tags, labels, protective materials, and documentation intact

Examples of unacceptable condition:

  • Jewelry showing fingerprints, skin oils, or tarnishing

  • Items with bent or damaged prongs, clasps, or settings

  • Missing original packaging or care cards

Return Process

Step 1: Initiate Request

Submit a return request through our online portal within the 14-day window. You must provide:

  • Order number

  • Specific reason for return

  • Clear photos of the item(s) showing current condition

Step 2: Approval and Shipping

Upon approval (within 2 business days), you will receive detailed return instructions.

Key Requirements:

  • Customer pays return shipping costs (clearly marked at checkout and in order confirmation)

  • Securely repackage items using original materials

  • Use trackable shipping method

  • Retain tracking information until refund is processed


Refund Policy

Processing Timelines

Refunds are issued within 5–10 business days of receiving and inspecting returned items. Timeline varies by payment method:

Payment Type Refund Timeframe
Credit/Debit Cards 3–10 business days
PayPal 24–48 hours
Shop Pay 3–5 business days

Promotional Refunds

Important: If returning items reduces your order value below promotional thresholds (e.g., "Buy 2, Get 10% Off"), the discount will be deducted from your refund amount.

Example:

  • Original order: 2 rings at $50 each = $100, with 10% discount = $90 total

  • Return 1 ring: Refund = $45 (original $50 minus 10% discount adjustment)


Exchange Policy

Domestic Exchanges (Malaysia orders)

We offer one free size exchange per item for domestic orders:

  • Return original item using our prepaid return label

  • Place new order for desired size/variant

  • Email confirmation to mooiatelier23@gmail.com for expedited processing

  • Additional exchanges after the first free exchange incur a RM 25 processing fee

International Exchanges

Due to customs complexities, international customers must:

  • Return original item at their expense

  • Place a new order separately

  • No free exchanges available for international orders


Special Scenarios

Lost Returns

You are responsible for safe delivery of your return shipment.

If your return package does not show as delivered to us after 4 business days (for Malaysia) or 10 business days (for international shipments):

  1. Initiate an investigation directly with your shipping carrier using your tracking number

  2. Provide us with the carrier's investigation case number and supporting documentation

  3. We will review cases after 21 days maximum - if carrier investigation is incomplete, we may offer goodwill resolution on a case-by-case basis.

Protection Tips:

  • Always use trackable shipping with delivery confirmation

  • Purchase shipping insurance for items over $100

  • Keep all shipping receipts until refund is processed


Damaged or Defective Items

If you receive damaged or defective merchandise:

  • Contact us within 48 hours of delivery

  • We provide prepaid return labels for defective items

  • Full refund or replacement at no cost to you


Important Limitations


Items Not Eligible for Return

  • Custom or personalized jewelry

  • Items showing wear, alteration, or misuse

  • Returns initiated after the 14-day window

  • Items damaged by customer negligence

Final Sale Items

Items marked as "Final Sale" cannot be returned or exchanged under any circumstances.

Policy Updates

Important Notice: Policy changes apply only to orders placed after the update date. Existing orders follow the policy in effect at the time of purchase.

We will notify customers of major policy changes via:

  • Email to active customers (30 days advance notice)

  • Website announcement banner

  • Updated last modified date on this policy


Contact Information

Customer Support:

Business Hours: Monday-Friday, 9 AM - 6 PM CST

By completing your purchase, you acknowledge that you have read, understood, and agree to these return and exchange terms. This policy is designed to protect both our customers and our business while ensuring a fair and transparent shopping experience.