REturns & Refund policy

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All items are shipped via Royal Mail Special Delivery, on request tracking information can be emailed over once posted.

Payment in whole (credit/debit card), is required before dispatch of goods. Orders may be changed or cancelled if notified by email, within 1 hour of ordering. To change or cancel please email carrivendy82@gmail.com

We reserve the right to cancel your order if: there is insufficient stock to deliver the goods you have ordered. You will be notified by email, and credit your account to the original payment method. Payment should be received no later than ten working days.

We offer refunds or credit on unopened, undamaged and “as new” returned items. Returns will be accepted if items are requested within 14 days of receipt of delivery. Jewellery and packaging must be in the same condition as when it was received.  Jewellery must be returned to us in its original autoclavable pouch, completely unopened and untampered, with the void seal still in tact.  Non-faulty returns returned worn, open or with a broken hygiene seal will NOT be refunded or returned. They will be treated as worn and disposed of alongside our biohazard waste.  Body jewellery/earrings are legally classed as "personal goods" and for reasons of health and hygiene, do not automatically qualify for returns under UK regulations.  This legislation is in place to protect customers and staff. To request a return please contact us at carrivendy82@gmail.com Returns sent without prior contact will NOT be accepted.

Return postage with tracking and/or signature upon delivery MUST be used, along with the relevant insurance to guarantee safe delivery. This will be at the customer's expense. It is the customer's responsibility to gain insurance and proof of posting (free), to enable a claim should the jewellery be lost or damaged in transit.

Providing the item is returned safely and in brand new, unopened condition, we will offer credit back to the original purchasing customer within one week, in the form of store credit (online gift card/gift voucher) or refund. This will only cover the cost of the jewellery, not the postage and packaging as selected when originally ordered.

All items will be subjected to rigorous checks and tests prior to shipping. However, on the rare occasion that there is a defect with your item, we would be happy to exchange or refund your item.

Please note: Forced damage to the item including, but not limited to, damaged pins, broken hinges, irregular gem settings, distorted seam rings and scratches due to misuse during installation will result in a refund being forfeited.

Any return requests of this type must be made within 14 days of receipt of delivery. Please contact us at carrivendy82@gmail.com detailing the reason you are returning the item, alongside clear images detailing the fault or mistake. Providing that the refund request is made within 14 days of receipt of the item we will offer a store credit, refund or exchange within one week of receiving the item. Refunds will take around 5-7 working days to reach your account, once the refund process has been initiated. Moomoo's Piercing has no control over the amount of time it takes for the refund process to be completed.

All jewellery stocked is guaranteed to be free from defect at the time of purchase, however this doesn’t mean the jewellery is “unbreakable", if you catch or snag jewellery, particularly solid gold jewellery, it may break. Your jewellery is significantly more likely to catch and break if you did not have your piercing jewellery shorted/downsized as advised, so please do so. 

If your jewellery breaks once in your possession you can return it to us and we will return it to the manufacturer who will repair or replace your jewellery if it breaks UP TO 1 year after purchase. After this time we accept no responsibility for your item. You must return your item to us within the 1 year period. If your item breaks on day 365 since your purchase, please notify us immediately in writing and return it to the shop within 1 week. If you notify us your piece is broken but do not return it to us until after the 1 year sales period has passed your item will not be repaired or replaced. If your item breaks 366 days after purchase (excluding leap years) it is no longer covered by our sales policy and you are responsible for your possession. 

If an item is “irreplaceable and/or irreparable” this will be stated at the point of purchase to make you aware it is excluded from the studio sales policy. This may be relevant for example if a jewellery maker ceases trading. 

A lifetime guarantee on items manufactured by the following brands: Anatometal, LeRoi, BVLA and Industrial Strength. The Guarantee covers defects in workmanship such as an unreliable fastener or a fallen stone. It does not cover loss.  

The Guarantee does NOT cover damage from: *transportation; *storage; *improper use; *exposure to solvents or chemicals; *failure to follow product instructions or to perform any preventive maintenance; *modifications; *unauthorised repair; *normal wear and tear; *external causes such as accidents, abuse, or other actions or events beyond our reasonable control.
The faulty item will require returning to us.  Workmanship faults will be repaired and if not possible, the item will be replaced.  

The repairing standard in the UK set forth by the 2015 Consumer Rights act states that items purchased should be Fit for Purpose, As Described and of Satisfactory Quality at the point of purchase. If you accidentally break your jewellery several months into it’s wear, this is not automatically a “manufacture defect”, this is a breakage in your possession caused by mishandling. 

The Consumer rights act states that you have up to 6 months post purchase to request a partial refund or a repair if you received goods that were defective, it does not entitle you to a partial refund or repair in the event you have broken an item in your possession that was not defective at the time of purchase. If a fault develops with your purchase more than 6 months post purchase, it is your legal responsibility to prove that the item was defective at the point of purchase and that it did not occur in your possession.

In accordance with the 2015 Consumer Rights Act, you are not automatically entitled to a refund on any services rendered to you, but if you believe your piercing was not performed with “reasonable care and skill” you can request a repeat performance of the work you are unsatisfied with in accordance with Section 55 of the Consumer Rights Act. You must notify us in writing within 30 days of your piercing being performed that you are unsatisfied with it, as poor care on your part to maintain your piercing can affect how it looks and we will not be able to verify this is related to the initial piercing service.