RETURNS & CHA CHA CHA EXCHANGES

First thing’s first - it is of utmost importance that Luna & Rose is contacted on info@lalunarose.com 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. 

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 on our website.

Please note, we do not offer refunds for a change of mind, colour variation or sizing issue and will only accept returns in the rare case that your item is faulty. 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. 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.

Please also note that we can not accept any Earrings as an exchange, refund or credit due to Health & Safety reasons. The sale of all earrings is Final. 

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 guide here on our website.

DISCOUNTS

From time to time we may offer our customers discounts to put towards their purchase. At the checkout, there is a window asking for a discount code which can be used if you have a unique code. Please note that we can not back-date discount codes to orders already placed. Once your order is placed with us, the sale is final. However, if you have received the code as a welcome, this is able to be put towards your next purchase with us.

If you have any questions at all, please get in touch with us via our contact page. 

SHIPPING

We currently ship all packages through New Zealand or Indonesia and offer free express overnight shipping to all New Zealand and Indonesian addresses. We also offer free express shipping on all orders over $200 to countries that accept our standard shipping service. These countries include the USA, Australia, Europe and the UK. 

Countries that currently do not accept our standard shipping service include Canada, Africa and the Middle East. A $10 flat rate shipping fee is offered for all other orders under $200 regardless of parcel size, number of items or weight.

Our express tracked shipping service takes between 3-8 working days once the order has been packed and processed, depending on your country location. Our Express shipping service is a tracked service, but just remember - Luna & Rose is not a shipping company and we work with an external partner to deliver all of our packages. 

As we ship through New Zealand or Indonesia, closer countries such as Australia and Asia will arrive sooner than a package heading to say, the Ukraine. If you have your own preferred shipping company with your own account, please email us prior to placing your order and we can arrange shipment via your chosen shipping courier.

Once your order has been received, please allow 1-2 days for packing and dispatch. Once your order has been dispatched you will receive an email from us with your tracking information or be informed if any delays are apparent. 

As we all know, postal services have their bad days too. Therefore, the above is an indication only and Luna & Rose will not be held accountable for unusually long postage periods. Delay in delivery times may occur around busy periods such as Christmas and global public holidays which we can not be held accountable for. We suggest you place your order online with a large amount of time to be allocated for delivery.

If it has been over 12 working days since you have received your shipping email, please take your tracking number into your local post office and check for an update with them. This is the quickest way to get an answer for a delivery date for your package.

We are proud to state that we have a 99.4% success rate on parcel deliveries, so don't fear. Please also be aware that we only ship on working days (Monday – Friday). Cancellations are not permitted for orders that arrive later than expected, by placing your order via our website you are agreeing to our shipping standard and procedure listed here.

It is important to note that Luna & Rose generally does not post to PO Box addresses. We suggest using a work address or friend’s address to ensure your package arrives safely and securely.

Please note that some items are specifically made to order and therefore may take up to two weeks to be completed. If this is the case, we will let you know via email shortly after you place your order with us. Of course we will try our best to get this item to you as soon as humanly possible.

Once you have placed your order and payment has been cleared, you will receive an email confirmation with the details of your purchase. It is important to keep note of this for your future reference in case the item is faulty or you change your mind and the need arises to return it. If you have not received this, please email us and we can fix your email address in our system to re-send to you.

If you have any queries or have not yet received your shipping email, please check your junk folder. If you are still concerned, please feel free to contact us via our contact form and we will get back in touch with you within 48 hours.

PAYMENT METHODS

All prices shown on the website are in AUD dollars. International orders may be subject to local taxes or duties upon arrival into the country. Please check your country's specific import charges for specific goods purchased overseas.

For your credit card safety, we accept all payments via PayPal which covers you for Visa, Mastercard, Amex and Discover. You can also pay directly from your bank account through setting up a PayPal account. Should you have any queries about payment through our secure online site, please email us and we can send you a manual invoice to pay.

LOST OR DAMAGED ITEMS

In the unfortunate event that a parcel is lost in transit, Luna & Rose will either replace or refund the item. However, if the item can be traced to have arrived at its final destination, Luna & Rose is no longer liable. Please contact us within twenty one days from confirmation of dispatch to claim insurance on the item. We will require your details, the details of the item that was lost or damaged and the tracking number we sent you with confirmation of dispatch. If an item arrives to you in a damaged condition, we will require it to be returned to us in the same condition as when it was delivered to you.  We will then investigate the issue with the courier or third parties involved and replace your item free of charge.

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RETURNS & EXCHANGE INFO

To return an item in your order, please submit a return by contacting our team through our contact us page here on our website or emailing us on info@lalunarose.com with your Order number & item that you wish to return within 7 days of delivery. After 7 working days from delivery, your order becomes final and no further returns can be applied. Items must be in an unworn condition and with the original packaging. 

Please note that we do not cover return shipping costs and all shipping charges are non-refundable.

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.

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 Refund. 

All items must be sent back in their original, unworn condition, jewellery in their original packaging and with all tags attached.

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.

Due to Health & Hygiene reasons, we can not accept returns on any earrings, lingerie or swimwear. Please contact us if you believe your item is faulty.

Unfortunately we do not accept returns for items that may arrive later than expected due to delays in shipment services.

We endeavor to produce items of the highest quality only.  It should be realized though, that all our pieces are hand made by real humans. And just like us, 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. 

Please contact us on info@lalunarose.com with your order number, faulty item including photo's of the fault & we will be in touch as soon as we can.

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