Shipping Policy

SHIPPING

We know you're excited to receive your Moonela order. Here's everything you need to know about our delivery process.

PROCESSING & DELIVERY TIMES

Same delivery times for all destinations.

Non-personalised orders

4 to 8 working days total :

• 2 working days preparation in our atelier
• + 2 to 6 working days shipping

Personalised orders

(engraved names, birthstones, custom inscriptions, Arabic calligraphy, monograms)

Up to 20 working days total :

• 5 to 12 working days hand-crafting in our atelier (each piece is made-to-order)
• + 2 to 8 working days shipping

Because personalised pieces are crafted by hand specifically for you, lead times naturally vary. The most intricate pieces (Arabic calligraphy, multi-name engravings, birthstone settings) can take longer than standard personalisation.

Working days = Monday to Friday (weekends and public holidays excluded).

SHIPPING COSTS

Prices shown in market base currency. International customers will see the equivalent in their local currency at checkout (USD, EUR, etc.).

All deliveries include tracking. No additional customs fees apply for EU shipments (we are IOSS-compliant).

TRACKING

Once your order has been processed and shipped, you'll receive a confirmation email with your tracking number. Please note it can take up to 24-48 hours for tracking details to update with the carrier after dispatch.

DELAYS & EXCEPTIONS

Due to the nature of personalised production or carrier disruptions, exceptional delays may occasionally occur. We appreciate your patience and will always communicate proactively if there is any issue with your order.

Beyond 30 days from the order date with no delivery, please contact us at contact@moonela.co.uk and we'll refund any undelivered goods.

DELIVERY ADDRESS

Products are delivered to the address specified at the time of ordering. Moonela cannot guarantee delivery at a precise time. Address changes cannot be made once the order has entered our shipping workflow — please double-check your address before completing your order.

For any further questions, contact us at contact@moonela.co.uk.