Refund Policy

Inspection & quality standard

Each piece is carefully inspected prior to shipping to ensure our high standard of handcrafted quality.

General policy (final sale)

All sales are final. We do not accept returns or refunds unless there is a fulfillment error where the item received is completely different from the one ordered.

“Completely different” means that, compared to your order confirmation, the item received shows clear discrepancies such as:

Different model/design,
Different size/length,
Different metal/finish or color, or
Different quantity.

Note: Minor variations inherent to handmade work or subtle hue differences in stones/pearls are not “completely different.”

How to report (3-day window)

If you receive an item completely different from your order, email us within 3 calendar days of the carrier’s “Delivered” scan at Info@moirasilverthreads.com with:

Order number,
Description of the issue, and
Clear photos of the item and packaging.

Please keep all packaging until we advise next steps.

Remedies

Once verified, we will offer, at our reasonable discretion:

A replacement of the correct item at no cost, or
Store credit if a replacement is not possible.
A refund will be issued only where required by law or if neither replacement nor store credit is possible. Original shipping fees are non-refundable.

Return conditions & logistics (if applicable)

Any authorized return must be unused, in original condition, with original packaging. We will issue an RMA and the return address in Bristow, VA. For approved cases we may provide a prepaid label; otherwise, return postage is the customer’s responsibility. Use a service with tracking.

Transit damage (separate from returns)

If your parcel arrives damaged, notify us within 48 hours of “Delivered” with photos of the item and packaging. We will assist with a carrier claim and, if appropriate, repair or replace. This is not a change-of-mind return.

Custom-made & pre-orders

Custom-made/personalized and pre-ordered items are non-refundable and not eligible for exchanges, as they are created exclusively upon request.

Geographic scope

Applies to orders shipped to the 50 U.S. states, DC, and U.S. territories. We currently do not accept returns from international addresses.

To the extent permitted by law. Nothing herein limits non-waivable consumer rights.