Shipping policy

Processing Times

Ready-to-ship items will dispatch within 1-3 business days.  Custom items have varying processing times which will be discussed with the individual during the commission process, or will be specified on the listing purchased.

You will receive a notification when your order has shipped.  Shipping times will depend on the carrier option you select at checkout, and are not within the control of the store owner.

Domestic Shipping

Shipping charges for your order will be calculated and displayed at checkout.  UK orders will be sent Royal Mail Special Delivery as this is the only service that insures your jewellery purchase in transit.

International Shipping

Shipping charges for your order will be calculated and displayed at checkout.  International items will be sent via a tracked or tracked signature service due to their contents (jewellery).

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.  Moana Matron Designs is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 2 business days (domestic) or 30 business days (international) of receiving your shipping confirmation email, please contact us at hello@moanamatrondesigns.com with your name and order number, and we will look into it for you.

Refunds and returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging.

To start a return, please contact hello@moanamatrondesigns.com. Please note that returns will need to be sent to the following address: Moana Matron Designs, 5 South Charlotte Street, Edinburgh EH2 4AN, United Kingdom

We will refund the full order amount minus the shipping costs for the return.

You can always contact us for any return question at hello@moanamatrondesigns.com.

In the event that your order arrives damaged in any way, please email us as soon as possible at hello@moanamatrondesigns.com with your order number and a photo of the item’s condition.  Please also retain the damaged packaging until our investigations are concluded.  We address these cases with the mail carrier and work together with them towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at hello@moanamatrondesigns.com.