Refund policy

✨ Luna Nova Jewellery Returns & Refund Policy

 

We hope you adore your Luna Nova pieces as much as we do. If something isn’t quite right, please read our policy below for guidance on returns, refunds, and repairs.

 

💎 Earrings & Hygiene

 

For hygiene and safety reasons, we do not accept returns or exchanges on earrings or ear cuffs, whether worn or unworn.

This policy helps us keep every customer safe and ensures all jewellery is sent out in pristine condition.

 

 

📦 Returns Eligibility

 

We accept returns on other jewellery items within 21 days of delivery, provided that:

 

The item is unused, unworn, and in its original packaging

The item has not been personalised, engraved, or custom-made (see below)

You can provide proof of purchase (order confirmation or receipt)

Items showing signs of wear, damage, or alteration cannot be refunded.

 

💫 Personalised Jewellery

 

Personalised, engraved, or made-to-order items are non-returnable and non-refundable, unless a spelling mistake or customisation error has occurred due to our fault.

Please check all personalisation details carefully before placing your order.

 

🛠️ Faulty or Defective Items

 

Every piece is carefully inspected before it leaves our studio.

If your item arrives faulty or damaged, please contact us within 7 days of delivery with photos and your order number.

 

If confirmed as a manufacturing defect, we’ll offer a repair, replacement, or full refund.

 

Please note:

General wear and tear, accidental breakage, or damage caused by water, perfume, or chemicals is not considered a fault.

Items showing misuse or neglect will not be eligible for refund or repair.

 

🚚 How to Return

1.Email us at hello@lunanovajewellery.com with your order number and reason for return.

2.We’ll confirm eligibility and provide return instructions.

3.Pack your item securely in its original packaging.

4.Send your parcel using a tracked postal service — return postage costs are the customer’s responsibility unless the item is faulty.

 

We recommend keeping proof of postage until your return is processed.

 

💸 Refunds

 

Once we receive and inspect your return, we’ll email you to confirm.

Approved refunds are issued within 5–10 working days to your original payment method.

 

Please note:

Delivery costs are non-refundable.

Refund processing times can vary depending on your bank or payment provider.

 

🔁 Exchanges

 

We don’t currently offer direct exchanges. If you’d like a different item, please return the original piece (if eligible) and place a new order.

 

📞 Contact Us

 

Questions about your return? We’re here to help — email us at hello@lunanovajewellery.com and we’ll get back to you as soon as possible