Policy
Returns & refunds.
Every Mox Gems order is handmade and packed in a small Washington studio. Here's exactly what to expect if something goes wrong with your order, what we'll cover, and how to reach us.
▌ What we cover
If your order arrives damaged in transit, has a manufacturing defect, or shows up as the wrong item, we'll make it right — full replacement, store credit, or refund, your choice. Reach out within 30 days of delivery with a photo of the issue and we'll get a fix in the queue.
▌ Custom + personalized items
Pieces made with custom stones, colors, lengths, or engraving are non-refundable except for the cases above (transit damage, defect, wrong item). Custom jewelry is made just for your order — there's no shelf inventory to restock — so personalized pieces can't be resold. This is the same policy you'd find at any handmade or custom shop.
▌ How to start a return or replacement
Email [email protected] with your order number and a photo of the item. Reply usually comes within one business day. For damaged-in-transit cases we don't ask for the broken piece back.
▌ Refund timing
Once a refund is approved it goes back to your original payment method (PayPal or card) within 3-5 business days. Bank processing can add another 1-3 days depending on your card issuer.
▌ Repairs (long-term wear)
Jewelry lives a real life — clasps wear, chains snag, ear wires bend. If a piece breaks down the road (months or years later), message me with which piece and what broke and we can usually repair or restring it for a fraction of replacing the whole thing. Not a formal warranty — just a "we made it, we can fix it" offer.
▌ Cancellations
Orders can be cancelled for a full refund up until work on your piece begins (usually within a few hours of order placement). Once a piece is underway, no changes — the only exception is multi-item orders: if a specific item hasn't been started yet, that item can still be modified or swapped. Reach out fast either way.