Custom jewelry items: Since custom jewelry items (e.g.,: name necklaces, name anklets, name rings, name bracelets, etc.) are uniquely made for you, please expect your customized jewelry item to have a production time of up to 15 business days and shipping/handling time of 2-3 business days.
Please be advised that due to limited employee and transportation availability as a result of the COVID-19 pandemic, USPS is experiencing slight delays in shipping/handling times. Please visit https://faq.usps.com/s/article/USPS-Coronavirus-Updates-Expected-Delivery-Changes for more information about their expected delivery changes during this time.
Business days are Monday-Saturday. Non-business days include Sunday and USPS listed holidays. Once your custom jewelry item has been produced and is ready to be shipped, you will receive a shipping confirmation email with your tracking information. Please allow up to 24 hours to see live tracking updates. If you have any questions or concerns feel free to email firstname.lastname@example.org for further details and information pertaining to your order.
Non-custom jewelry items: Shipping/handling time is 3-5 business days. Business days are Monday-Saturday. Non-business days include Sunday and USPS listed holidays.
Lost/Stolen Packages: We are NOT responsible for lost/stolen packages. Please make sure the shipping address you submit is complete and correct. If you experience any issues after tracking states “Delivered” or “Notice Left” you must contact USPS directly. Packages are NOT insured, if you would like to purchase insurance for your package please select USPS Priority or Express shipping service. To protect your packages from theft or loss, we suggest to purchase USPS Priority Mail Shipping which includes insurance protection (for up to $50-$100). Please note that USPS First-Class Mail Package Shipping does NOT include insurance protection for missing/stolen packages.
Incorrect Address: Please make sure you provide the correct address at checkout because we are NOT responsible if your order gets delivered to the wrong address.
Returns & Exchanges (Non-Custom Jewelry)
Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange on non-custom jewelry items.
Non-custom jewelry items are eligible for refunds or exchanges, within 20 days from date of purchase, as long as the item shows no sign of wear or use and is in the same packaging you received it in. You must also email email@example.com letting us know the reason for your return or exchange with your order # and full name in the subject line.
Any non-custom jewelry item not in its original condition, is damaged or missing parts for reasons not due to our error is NOT eligible for a refund or exchange.
Returns & Exchanges (Custom Jewelry)
Please be mindful that since custom jewelry items are personalized and made uniquely for you, the return and exchange process is different and will require approval from Luna Custom Jewelry. Please submit a request for a return or exchange on a custom jewelry item to the following email: firstname.lastname@example.org with the reason for your return or exchange with your order # and full name in the subject line. We will get back to you with a confirmation of whether or not a return or exchange is possible for your custom jewelry item.
Please make sure you type in the name exactly as you want it to appear on your customized jewelry item. Double check for any typos or misspelling errors. Unfortunately, we are unable to do returns or exchanges on items that have any typos or misspellings if it was not due to our error. If you notice that you misspelled the name in the textbox, please email us immediately at email@example.com so that we can make the correction before your item starts being produced.
Any custom jewelry item not in its original condition, is visibly used, is damaged or missing parts for reasons not due to our error is NOT eligible for a refund or exchange.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.