All the nitty gritty details of our shipping policy. If you need more information on returns & exchanges, please head over to this page for more information.

SHIPPING FAQ'S

Of course. You can either select our standard shipping option (12-21 working days) which is free for all orders over $200 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).  

Free Shipping to all Bali & Indonesian addresses (2-4 working days)

Free Shipping on all orders over $250 (12-24 working days)

$10 for all orders under $250 (12-24 working days)

$15 for all orders under $50 (12-24 working days)

Or you can opt for $25 for Express DHL Delivery to all international destinations (3-8 working days)

Please allow 1-2 days working days for the packing and dispatch of your order.

From there, it’s out in the big wide world and you can track your package via the tracking number we have sent it on.

Once Luna & Rose has packaged and dispatched your order, we work with third party shipping companies to deliver your package to you wherever you are in the world. Post Haste will deliver all NZ orders and, depending on which shipping option you selected at the checkout, either DHL & EMS (your national post network) will be responsible for delivering all international packages outside of New Zealand.

If you check your tracking email, you will be able to directly click on the link to see the latest scans for your package. Once your package arrives into your country, you can also give this tracking number to your national postal service for updates within their network also. 

Once items have been shipped they become the property and responsibility of the purchaser. Refunds or replacements will not be given for products that are missing, stolen or damaged in transit. It is the customer's responsibility to liaise with relevant postal service.

Once dispatched, you will be sent an email from Luna & Rose with your tracking number and a link to click to track the status of your order and estimated delivery.

With this link you are free to track your parcel at your own convenience, at any time using the online tracking service. 

If you are in New Zealand, please allow 4 working days since your order was dispatched for the delivery of your order. If you are outside of New Zealand, please allow up to 28 working days for the delivery of your item from the dispatch date.

Alternatively, please contact the shipping provider directly (Either DHL or your national shipping company). You can find this on your shipping confirmation email, depending on which shipping option you selected at the checkout. Contacting us directly about your tracking will only take more time, as you know - we’re not the shipping company. 

All countries have different rules and regulations regarding taxes, duties and customs regulations. Our International Shipping cost does not include any taxes or duties which may be applied by customs at your destination country. These are beyond our control and every country is different. For more information on taxes, duties and customs regulations, we recommend contacting your local customs office directly or visiting their website to see what your countries rules are.

If an item arrives to you in a damaged condition, we will require photo's of the package and for 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/third parties involved and replace your item free of charge. Please contact us via our contact page with your order number so we can help sort this out for you.

In the extremely rare & unfortunate event that a parcel is lost in transit, Luna & Rose will either replace or refund the item for you.

However, if the item can be traced to have arrived at it’s final destination, Luna & Rose is not liable for it.

Please contact us after 21 working days has passed and before forty working days from confirmation of dispatch to claim insurance on the item.

We will require your order details, the details of the item that was lost or damaged and the tracking number we sent you with confirmation of dispatch.

We have only 'lost' a handful of packages after shipping 1000's pf packages worldwide for over 7 years, so this is a very rare occurrence!

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 also note that we can not accept any returns of Earrings due to health & safety reasons.

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