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Moonela is a UK jewellery brand specialising in personalised and waterproof pieces. Every piece is made with a stainless steel base and 18K gold PVD plating, designed to be worn every day, in the shower, at the gym or in the sea. We ship across the UK, Europe and internationally.
United Kingdom
2.8
8 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
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So easy , I got follow up email regarding delivery and when my goods came I had a problem with the fit and a quick chat resolved my issue, and I now wear all day everyday . Swimming, showering no problems looks like new 🙌
Super nice items on the site. And thanks to the buy one get one free offer, it's super affordable for the good quality you receive. I placed my first order recently and it arrived much faster than expected. It is sent neatly in a jewelry pouch and box. Everything looks super sweet and neat.
Lets go to my second order!
The items arrived, but they were such poor quality I had to return them.
The tracked courier service has shown that they have received my items on the 13th of August, they no longer respond to emails when asked about my return and refund.
Reply from Moonela
Hi Danielle,
You're right to be annoyed, and the silence since your return arrived is on us, not on you.
Your parcel was delivered on 13 August and you wrote twice after that without getting an answer. Your full refund of £112 has gone back to your original payment method, and your bank will take a few working days to show it.
The earrings you received shouldn't have left in that condition. That's gone to the workshop and we're checking the rest of that batch.
If anything is still outstanding, write to support@moonela.co.uk and it comes straight to the person handling this.
Moonela
DO NOT USE! This company has robbed me of my money!
Ordered arrived after long delay of delivery and completely incorrect order was sent!
Over 6 weeks of emails to ask for this to be sorted and email reply I continue to receive is ‘have patience’
Reply from Moonela
Hi Hannah,
Two things went wrong on your order: it took longer than our stated window, and the wrong item was sent. Neither should have happened, and the six weeks of back and forth afterwards is the part we're fixing hardest.
That bundle has since been withdrawn from sale, and we've brought in a dedicated team for exactly these cases.
Your order is still open as far as we're concerned. Email support@moonela.co.uk quoting this review and we'll close it properly, replacement or refund, your choice.
Moonela
Do not buy off them ordered 8 days ago and nothing still not been sent emailed 3 times wrote in their Facebook posts then they got deleted off! I’ve contacted Clearpay who I’ve used to see what they can do AVOID AT ALL COSTS.
Reply from Moonela
Hi Lucy,
Three emails should have got you an answer. They didn't, and that's changed: support is now staffed by people dedicated to open cases rather than fitting it around other work.
Send us your order number at support@moonela.co.uk and we'll get it moving and deal with the Clearpay side directly, so you don't have to chase two places at once.
Moonela
35 days later still no package, worst customer service ever , please do not buy from them. States on their website that if your package is 30 days undelivered they will give a full refund, still silent from them. Worst website ever. Much better, more accommodating and responsive businesses out there. Don’t waste your time with them.
Reply from Moonela
Hi Ellen,
You quoted our policy correctly: past 30 days with no delivery, the order is refunded in full. That's the rule and it applies to you.
Your refund is being processed. If anything is still outstanding once it lands, email support@moonela.co.uk and we'll finish it.
Moonela
Not received product for a very important birthday. Ordered 8 days ago only just dispatched today. No CONTACT NUMBER AT ALL! Not even sure they are in uk . Appalling service will never buy again . Goodness know what happens if you need to return!
Shame on you moonela
Reply from Moonela
Hi Jennifer,
Eight days to dispatch is outside our stated window and we understand what that meant for a birthday.
On your question about where we are: Moonela Limited is a UK registered company based in London. A phone line is being added, that gap was fair to point out.
We've also corrected the delivery times on our site so they match what we actually do, and expanded the support team.
If you'd like your order resolved, support@moonela.co.uk reaches us and it will be picked up.
Moonela
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