Refund policy

Return and Refund Policy

Last updated: May 16, 2026

We want you to feel confident buying from Moonwater Pearls. Each pearl piece or exact pair is photographed and described carefully so you can understand what you are buying before placing an order.

Returns

We accept return requests within 14 days of delivery for eligible items.

To be eligible for a return, the item must be unused, unworn, undamaged, and returned in its original condition with any original packaging included.

Because Moonwater Pearls focuses on individually photographed pearl pieces and exact pairs, the returned item must be the same piece or pair that was originally shipped.

Non-Returnable Items

For hygiene reasons, earrings are final sale unless they arrive damaged, incorrect, or materially different from the product description or photographs.

Gift cards, if offered, are non-returnable.

Pieces Shipped from Our Asia Fulfillment Location

Some higher-value exact pieces may ship from our Asia fulfillment location.

Pieces shipped from our Asia fulfillment location may take longer to arrive than pieces shipped from U.S. inventory. The estimated delivery path and timing for each item should be stated on the product page before purchase.

A longer delivery time for a clearly labeled item shipped from our Asia fulfillment location is not considered a defect, incorrect item, or material misdescription, as long as the item is shipped within the stated process and the customer receives the correct piece described and photographed on the product page.

Approved returns should not be sent back to Asia. If a return is approved, we will provide return instructions for sending the item to our New York City return location.

How to Start a Return

To request a return, please contact us through our Contact page within 14 days of delivery. Please include your order number and the reason for the return.

Please do not send any item back before your return request is approved. Returns sent without approval may not be accepted.

If your return is accepted, we will provide instructions for where and how to send the item back.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, incorrect, or there was a clear error on our side.

We recommend using a trackable shipping service, because we cannot issue a refund for a return that is not received.

Damaged, Incorrect, or Materially Different Items

Please inspect your order when it arrives.

If your item arrives damaged, incorrect, or materially different from the product description or photographs, please contact us as soon as possible and include your order number and photos of the item and packaging.

If the issue is approved, we will work with you on the appropriate next step, which may include a return, refund, replacement when available, or other resolution.

Refunds

Once an approved return is received and inspected, we will notify you whether the refund has been approved.

If approved, your refund will be issued to the original payment method. Please allow several business days for your bank, card issuer, or payment provider to process the refund after it is issued.

Original shipping costs, if any, may not be refundable unless the item arrived damaged, incorrect, or there was a clear error on our side.

Exchanges

We do not currently offer direct exchanges through the website.

If a return is approved and you would like a different item, you may place a new order separately.

Natural Pearl Characteristics

Pearls are natural and may show variation in tone, shape, luster, surface character, size, and overall presence. These natural characteristics are not considered defects when they are shown in the photographs or described on the product page.

Exact Piece and Exact Pair Promise

For Exact Piece Reserved items, the pearl piece shown in the photographs is the piece you receive.

For Exact Pair Reserved earrings, the pair shown in the photographs is the pair you receive.

Because each piece or pair is photographed individually, the product photographs and description are an important part of the listing. Please review them carefully before ordering.

Questions

If you have a question about a return, refund, shipping path, or specific exact piece, please contact us through our Contact page before placing an order.