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Returns & Exchanges

MOOSH RETURN & EXCHANGE POLICY

You have 5 days from the delivery date to initiate your complimentary exchange for store credit or a different variation of the same item. We do not process refunds to the original method of payment. Upon receipt of your exchange, we will inspect your item within 5 business days, tag must be attached, unaltered and the item must be in brand new, unworn, salable condition. Final sale items include: sale items, personalized pieces, bridal, non-jewelry accessories or items otherwise marked on the product page. To start your exchange, email info@itsmoosh.com with your order number.

Exchange Window

If within 5 days from the delivery date you change your mind, we are happy to offer you a store credit to be used on a future MOOSH order or you may opt to do an even exchange for the same item in a different size or color. We do not accept any exchanges after the listed exchange window.

Once an exchange is initiated the customer will be required to send item back to this address:

144 Loudoun Road, Flat 11
London
NW80RY
MOOSH by maya

Shipping costs will be the customers responsibility. Once we have received your exchange back, we will process it within 5 business days. Your item must be sent with all tags attached, unaltered and the item must be in brand new, unworn, salable condition.

Upon approval, we will email you your store credit, ship out in stock exchange items, or begin production on your new item. 

Exchange Exclusions

Bridal, personalized pieces (including engravables), non-jewelry accessories, sale items that have been permanently marked down, and select made-to-order pieces are final sale with no exceptions. All custom orders, as well as pre-orders, are final sale. Items that are considered final sale will be clearly marked. 

Orders sent back to MOOSH without approval are subject to additional fees and the order may be returned at the customer’s expense. 

Exchange for Store Credit

Please note that the amount paid on the item will be issued onto a gift card, which can only be used on our site. Promo codes are non-transferable. 

MOOSH does not offer refunds to the original method payment. 

Exchange for Different Size/Color

In stock items will be held until we have received your item back and have approved your exchange. Please note that lead times on made to order pieces will not begin until we process your exchange. Be sure to look at the lead time when initiating an even exchange.

If your exchange item does not adhere to our guidelines listed below, MOOSH reserves the right to deny an exchange and ship the item back, at the customer’s expense.

Exchange Eligibility/Guidelines

All pieces that are eligible for exchange must be sent with all tags attached, unaltered and the item must be in brand new, unworn, salable condition.

Exchange Shipping

Shipping costs will be the customers responsibility. If an order is sent to us without being insured, we will not accept liability and cannot be held responsible for lost packages, as a result. 

We kindly request that your exchange be sent back to us secured in the original packaging it arrived in. Please do not use any large or oversized boxes as this will increase the shipping costs. Should Ring Concierge incur additional fees due to large packaging, this may be collected from the customer.  

Exchange Approval

For your exchange to be approved, your exchange must adhere to our conditions below. MOOSH reserves the right not to accept an item if any of the below conditions are not met, and the item will be sent back at the customer’s expense.  

Your item must be sent with all tags attached, unaltered and the item must be in brand new, unworn, salable condition.

Exchange Process Steps

To begin your exchange, please email info@itsmoosh.com with your order number

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