Q'S & A'S TO HELP YOU OUT
What size / length necklace should I order ?
Great question. We have put together a pretty nifty size guide that you can find over here. All of our necklaces have a loop 2" shorter so that you can style it shorter if needed. Generally speaking 18" is a 'Top' Layer and 20" and 23" are longer more suited to sitting closer to your cleavage or over T-Shirts etc. If you still have queries, please contact us via our contact page and we can help get to the bottom of your issue.
Will you restock sold out products ?
Most likely, a big yes. As a sustainable driven brand we produce in small batches to ensure we are not over-producing stock that we can’t sell. This often means our pieces sell out quick. Please email us the item you would like re-stocked and in which size and we can let you know if it will be getting restocked and an approximate date for that.
Hmm... I havn't received my discount code I signed up for...
Well you’re lucky aren't you! Did you check your SPAM folder? Please note that we only sometimes offer one-time use discount codes that can only be used once per customer. If it’s not lurking in your SPAM folder, perhaps you have already used up your one chance.
Think somethings amiss? Email us on info@lunaandrose.co & we will help you out as soon as we can.
Sandra K.
" Never disappointed with Luna & Rose—flawless from production to delivery! "
Can I Make changes to my order ?
If you would like to change your order please get in touch ASAP after placing your order. As orders are shipped at 9am NZST every business day, we will be unable to change your order after 12pm.
Oops, I purchased the incorrect size, Can I exchange it ?
Sure thing. Depending on if your requested size is available in stock when we receive your return, we will be able to process an exchange for you. Please note that we are NOT able to exchange or refund any items purchased through a sale.
Please get in touch with us via our contact page here on our website or email us directly on info@lunaandrose.co.
Oh no, I've received a faulty item, what can I do ?
Our sincerest apologies if an item you have received is not in perfect condition. As soon as your order arrives, please email an image of the fault, along with your proof of purchase (your order number) to info@lunaandrose.co for review. We have a four-week faulty claims period in which we can offer repair, replacement or refund options for you.
I live overseas, can I still purchase from your online store ?
Of course. We ship globally every day and have 2 shipping options that you can select from. You can either select our standard shipping option (12-21 working days) which is free for all orders over $300 and means your package will be getting delivered to you via your national postal network or you can select DHL, which is a much quicker and more reliable service (3-8 working days).
All of our packages are shipped either from our NZ warehouse or Bali head office. Please note that we will not be held responsible for any import duties to your country. If you have any questions at all or are looking to place a large order, please email us on info@lunaandrose.co
Suzann M.
" beautiful pieces, great quality, and seamless service "
I purchased an item on sale or with a discount code. Can I return it ?
Yes! You are welcome to return your item(s) for a store credit, which will be issued as a coupon code to use at checkout for an alternative style or size via our online store. If you purchased your item using our 'welcome' discount code received upon signing up for our emails, you may return it for either a store credit or a refund.
All items must be sent back in their original, unworn condition—jewelry in its original packaging and with all tags attached. Please note that we do not cover return shipping costs, and all shipping charges are non-refundable.
And....what about return shipping costs ?
You will be required to pay for your own shipping costs if you decide to return an item from your order, unless the item is proven to be faulty. Shipping costs are non-refundable, which means we do not refund any original shipping charges that you have paid. For any returns, we highly recommend using a reliable tracked service as Luna & Rose are not held liable for any lost packages and take no responsibility in tracking your return.
Melissa J.
" All the products are beautifully crafted, durable, and made with care"
CURIOUS ABOUT SHIPPING? WE'VE GOT YOU COVERED