Refund policy

MOSES NYC

Return, Refund & Exchange Policy

20 West 47th Street, Suite 304 | New York, NY 10036 | info@mosesnyc.com

We want you to be completely satisfied with your purchase. Please read this policy carefully before completing your order, as different product categories are subject to different terms.

 

We offer a 7-day return window, which means you have 7 days after receiving your item to request a return. The following conditions must be met for a return to be accepted:

•     Item must be in the same condition as received, unworn, unused, with original tags attached

•     Item must be in its original packaging

•     A receipt or valid proof of purchase is required

•     A return request must be submitted before sending any item back

 

Orders canceled more than 24 hours after the purchase date will be charged a 30% restocking fee.

A $25 shipping fee applies to all returned or exchanged items.

 

Items sent back without first requesting a return will not be accepted.

 

All clothing items and pre-orders are subject to the following terms:

•     Please allow up to 6 weeks for delivery on all clothing and pre-order items

•     All sales are FINAL, no returns or exchanges will be accepted

•     Exception: Sizing-related concerns may be considered for a return or exchange at the sole discretion of Moses NYC. This is not a guarantee that each request will be reviewed on a case-by-case basis. To submit a sizing concern, contact us at info@mosesnyc.com with your order number and details.

 

We carry two categories of jewelry, each with its own return policy. Please review carefully before purchasing.

 

NON-CUSTOM JEWELRY — Eligible for Return

Standard, non-customized jewelry items are eligible for return within our 7-day return window, subject to the standard conditions outlined above (unworn, unused, in original packaging with tags and proof of purchase). This includes:

•     Non-custom necklaces

•     Non-custom bracelets

•     Non-custom rings (excluding engagement rings)

•     Stud earrings and other non-custom earrings

•     Other standard, off-the-shelf jewelry pieces

 

WATCHES, ENGAGEMENT RINGS & CUSTOM JEWELRY — ALL SALES FINAL

 

Due to the highly personalized, custom-crafted, and high-value nature of these items, Moses NYC maintains a strict no-return, no-exchange, no-refund policy on the following:

•     Watches (all brands, styles, and price points)

•     Engagement rings

•     Custom jewelry (personalized pieces, engraved items, bespoke designs)

•     Any jewelry item that has been resized, engraved, or otherwise modified after purchase

 

This policy applies regardless of the reason for the return request, including but not limited to: change of mind, gift returns, or preference changes.

 

Sizing Exception: In rare cases, a return or exchange due to a sizing issue may be considered at the sole discretion of Moses NYC. This exception is not guaranteed and will be evaluated on a case-by-case basis. To submit a sizing-related request, contact us at info@mosesnyc.com with your order number and a full description of the issue prior to returning any item.

 

We strongly encourage all customers to:

•     Review product descriptions, specifications, and sizing guides carefully before purchasing

•     Contact us at info@mosesnyc.com with any questions prior to placing your order

•     Request a consultation for custom or high-value pieces before committing to a purchase

 

From time to time, Moses NYC releases limited-edition or exclusive drop items. Due to the limited and time-sensitive nature of these releases, all exclusive drop purchases are non-returnable and non-refundable. This policy applies to:

•     All items released as part of a named or numbered exclusive drop

•     Limited-edition collaborations or capsule collections

•     Early access or invite-only release purchases

•     Any item explicitly marketed or labeled as an exclusive or limited release

 

By completing a purchase during an exclusive drop, you acknowledge and agree that the sale is final and that no return, exchange, refund, or store credit will be issued, regardless of the reason, including sizing concerns, change of mind, or gift returns.

 

We strongly encourage customers to review all product details, sizing information, and specifications carefully before purchasing during an exclusive drop, as all sales are binding upon checkout.

 

Items purchased during sale events, holiday promotions, or with a promotional or discount code are considered final sale and are not eligible for return, exchange, or refund unless the item arrives damaged or defective.

 

This includes but is not limited to:

•     Black Friday and Cyber Monday sales

•     Holiday season promotions

•     Site-wide or category discount events

•     Orders placed using a promo code, coupon, or referral discount

 

If you are unsure whether your order qualifies as a promotional purchase, contact us at info@mosesnyc.com before completing your order.

 

If you receive a package that appears torn apart, already opened, or otherwise tampered with upon delivery, please do NOT discard any packaging materials. This initiates a separate claims process that must be completed before any exchange or reshipment can be issued.

 

 

To file a claim, you must:

•     Photograph the package exterior showing all damage, tears, and any signs of tampering before opening it further

•     Photograph the contents exactly as received, including any missing or damaged items

•     Retain all original packaging, including the shipping box, interior materials, and any labels or tape

•     Contact us immediately at info@mosesnyc.com with your order number, photos, and a written description of the condition of the package upon receipt

 

Once your claim is submitted, the following process applies:

•     Moses NYC will open a formal investigation with the shipping carrier, which can take up to 30 days to resolve

•     During the 30-day investigation period, no exchange or reshipment will be issued

•     You will be notified of the outcome once the carrier's investigation is complete

•     If the claim is approved, a replacement or reshipment will be arranged at no additional cost to you

•     If the claim is denied by the carrier, Moses NYC will review on a case-by-case basis

 

Failure to report a tampered or already-opened package within 48 hours of delivery may result in the claim being ineligible for review. Moses NYC is not responsible for packages that have been tampered with after confirmed delivery.

 

Please inspect your order immediately upon receipt. If your item is defective, damaged, or if you receive the wrong item, contact us right away so we can evaluate the situation and make it right.

 

For damaged or incorrect items, please email info@mosesnyc.com with:

•     Your order number and proof of purchase

•     A description of the issue

•     Photographs clearly showing the damage or defect

 

We will assess the claim and respond promptly. Please note that natural wear and tear, accidental damage after delivery, or damage caused by improper handling or storage will not be considered eligible for a damage claim.

 

The following items are not eligible for return or refund under any circumstances:

•     Watches, engagement rings, and all custom jewelry (see dedicated section above)

•     Custom or personalized products (special orders, engraved items, bespoke pieces)

•     Sale items or items purchased at a discounted rate

•     Gift cards

•     Items from international orders (see International Orders section below)

•     Pre-order and clothing items (all sales final)

 

The fastest way to get the item you want is to return your eligible item once accepted, and then place a new, separate order for the replacement item.

 

Exchanges are subject to the same eligibility requirements as returns. Watches, engagement rings, custom jewelry, clothing, pre-orders, and sale items are not eligible for exchange.

 

We do not accept returns or exchanges for international orders. All international sales are final. We encourage international customers to contact us prior to purchasing with any questions.

 

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification, with the following conditions:

•     The item must be in the same condition as received, unworn, unused, with tags, and in original packaging

•     A receipt or proof of purchase is required

 

Please note: Custom jewelry, personalized items, and any goods made to specification are exempt from the EU 14-day cooling-off period under the EU Consumer Rights Directive 2011/83/EU.

 

To initiate a return, contact us at info@mosesnyc.com. Do not send any items before receiving authorization from our team.

 

If your return is approved, we will provide:

•     A return shipping label

•     Detailed instructions on how and where to send your package

 

Returns must be sent to:

Moses NYC

20 West 47th Street, Suite 304

New York, New York 10036

 

Once we receive and inspect your returned item, we will notify you of our decision. If approved, your refund will be processed to your original payment method within 10 business days.

 

Please note that your bank or credit card company may require additional time to process and post the refund. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@mosesnyc.com.

 

Once a package has been scanned and confirmed as delivered by the carrier, Moses NYC's responsibility for that shipment ends. We are not liable for packages that are lost, stolen, or missing after a confirmed delivery has been recorded.

 

If your tracking shows delivered, but you have not received your package:

•     Check around your delivery location, with neighbors, and with any household members

•     Allow 24 to 48 hours, as carriers occasionally mark packages as delivered prematurely

•     Contact the carrier directly to open a missing package investigation using your tracking number

•     If the issue remains unresolved, contact us at info@mosesnyc.com, and we will do our best to assist in liaising with the carrier

 

Moses NYC is not responsible for packages stolen after delivery, delivered to an incorrect address provided by the customer, or lost due to carrier error. We strongly recommend that customers ensure a secure delivery location at the time of purchase.

 

Moses NYC takes fraudulent activity seriously. Any customer found to have submitted a fraudulent return claim, falsely reported a package as undelivered, or filed an unauthorized chargeback may be subject to the following:

•     Permanent ban from purchasing on mosesnyc.com and in-store

•     Reporting to the appropriate authorities where applicable

•     Pursuit of recovery of goods and any associated costs through legal channels

 

If you have a legitimate dispute with a charge, we strongly encourage you to contact us directly at info@mosesnyc.com before initiating a chargeback. Most issues can be resolved quickly without involving your financial institution. Unauthorized chargebacks on orders that were fulfilled as described will be disputed.

 

Moses NYC makes every effort to ensure accurate pricing on all products. However, in the event that an item is listed at an incorrect price due to a typographical error, technical issue, or system malfunction, we reserve the right to:

•     Cancel the order and issue a full refund to the original payment method

•     Contact the customer to honor the correct price or offer a cancellation

 

Orders placed on incorrectly priced items are not guaranteed to be fulfilled at that price. You will be notified promptly if your order is affected by a pricing error.

 

If you received an item as a gift and wish to return it, the following applies:

•     The original purchaser must initiate the return request; gift recipients cannot initiate returns independently

•     The item must meet all standard return eligibility conditions (unworn, unused, original packaging, within 7 days of delivery)

•     Approved gift returns will be issued as store credit to the original purchaser unless otherwise arranged

•     Watches, engagement rings, custom jewelry, clothing, pre-orders, and all other final-sale items are not eligible for gift returns

 

To start a gift return, the original purchaser should contact us at info@mosesnyc.com with the order number and proof of purchase.

 

In certain situations, Moses NYC may offer store credit as an alternative to a refund or exchange. The following terms apply to all store credit issued:

•     Store credit is issued in USD and applied to the account or email address associated with the original purchase

•     Store credit expires 12 months from the date of issuance

•     Store credit cannot be exchanged for cash and has no cash value

•     Store credit cannot be applied retroactively to completed orders

•     Moses NYC reserves the right to determine when store credit is offered in lieu of a refund

 

Items purchased during sale events, holiday promotions, or with a promotional or discount code are considered final sale and are not eligible for return, exchange, or refund unless the item arrives damaged or defective.

 

This includes but is not limited to:

•     Black Friday and Cyber Monday sales

•     Holiday season promotions

•     Site-wide or category discount events

•     Orders placed using a promo code, coupon, or referral discount

 

If you are unsure whether your order qualifies as a promotional purchase, contact us at info@mosesnyc.com before completing your order.

 

Moses NYC reserves the right to refuse any return, exchange, or refund request at our sole discretion. This includes, but is not limited to, situations where:

•     The item does not meet the eligibility conditions outlined in this policy

•     The return window has passed

•     There is evidence of wear, use, damage, or tampering by the customer

•     The request is associated with a pattern of excessive returns or suspected abuse of our return policy

•     The item falls under a final-sale category

 

Our team will always communicate the reason for any refusal. If you believe a decision was made in error, you may request a secondary review by contacting info@mosesnyc.com.

 

Moses NYC reserves the right to update, modify, or change this return policy at any time without prior notice. Any changes will be effective immediately upon posting to our website.

 

The version of this policy in effect at the time of your purchase will govern your order. We encourage customers to review this policy before each purchase. Continued use of our website or services following any updates constitutes acceptance of the revised policy.

 

For any questions regarding this policy, please reach out to us:

 

Email: info@mosesnyc.com

Address: 20 West 47th Street, Suite 304, New York, NY 10036