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RETURNS & CHA CHA CHA EXCHANGES
First thing’s first - it is of utmost importance that Luna & Rose is contacted on info@lunaandrose.co in advance and made aware of your decision to return your item. We must be contacted within 14 days of the delivery date that you received your item, as all purchases become final within 14 days of you receiving your packaged item.
Items must be in an unworn condition and within the original packaging. There may be additional charges for postage on the new item.
Please note: We do not send return shipping labels. All return shipping costs are to be covered by the customer returning the item to us, in New Zealand or Bali.
All items purchased on sale are final and we will not accept returns or exchanges for any item that was purchased through a sale promotion or discount code on our website (Excluding our 10% off welcome code).
Due to hygiene reasons, we can not accept returns on earrings so please select carefully.
Please check the sizing guide at the bottom of our website before purchasing or contact us on info@lunaandrose.co for any specific sizing queries you may have. If your ring or bracelet needs to be altered, we are more than happy to do this for you for a small fee as well as any postage incurred.
Unless the goods are damaged, defective or not as specified in your order, you are responsible for the cost of returning the goods to us. Please note we will cover a maximum of $10 per return postage per package.
Refunds will not be given if the goods have been damaged by you, this includes damage caused by inadequate packaging by you when returning goods so please package items well.
Please also note that we do not accept returns for items that may arrive later than expected due to delays in shipment services.
FAULTY ITEMS
We endeavor to produce items of the highest quality, however, they are handcrafted by humans not soulless robots. Sorry robots. On occasions faults can occur. If we are unable to repair the item or replace it, you will be credited the original costs including postage. However, if any import duty, customs fees and levies were charged, these are not refundable.
SALE GOODS
Please note that our sale items are priced accordingly and no other discount code or promotion may be used with the purchase of sale items. Nice try though. All sale items are final and we will not accept returns or exchanges for any item that was purchased through a sale promotion on our website. Please choose sizes carefully and refer to our sizing guidehere on our website.
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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.
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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 store credit options for you.
Please note that this is not applicable to items purchased on sale.
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Of course! We ship globally everyday and have 2 options for you to choose from.
You can either select our standard shipping option (12-21 working days) which is free for all orders over $300AU and means your package will be getting delivered to you via your national postal network or you can select DHL/FEDEX, which is a much quicker and more reliable service (3-8 working days).
Our packages are dispatched from our Bali Head Office. Please be aware of any import duties that your country may charge as we will not be held responsible for any import duties related to your package.
Please consult your local customs website for possible import duties associated with your purchase order amount (These are generally based off of your total order value). Many countries have free-trade agreements which means there are no import duties for packages from Indonesia - woohoo!
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You are welcome to return your sale item(s) to us for a store credit. Your store credit will be issued in the form of a coupon code, which you can apply at the checkout to purchase an alternative style or size via our online store.
All items must be sent back in their original, unworn condition, jewellery in their original packaging and with all tags attached. Please note that we do not cover return shipping costs and all shipping charges are non-refundable.
Please note that we do NOT accept returns, refunds or exchanges on any of our items sold as Samples.
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You are welcome to return your item(s) purchased with a discount code to us for a store credit. Your store credit will be issued in the form of a coupon code, which you can apply at the checkout to purchase an alternative style or size via our online store.
If you have purchased your item with our 'welcome' discount code that you receive when you sign up to our emails, you are able to return your item for either a store credit or a refund. All items must be sent back in their original, unworn condition, jewellery in their original packaging and with all tags attached.
PLEASE NOTE: If you order was eligible for Free Shipping & you decide to return the item so that your order falls under the Free Shipping Threshold (Or you return the order entirely) there will be a $15AUD Charge for orders shipped via our Regular Shipping service & $35AUD Charge for orders shipped via Express Shipping.
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You will be required to pay for your own shipping costs if you decide to return an item from your order. 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.
PLEASE NOTE: If you order was eligible for Free Shipping & you decide to return the item so that your order falls under the Free Shipping Threshold (Or you return the order entirely) there will be a $15AUD Charge for orders shipped via our Regular Shipping service & $35AUD Charge for orders shipped via Express Shipping.