Refund policy

This Return Policy forms part of our Terms & Conditions of Sale. It explains how cancellations, returns, refunds, exchanges and faulty items are handled for orders placed through Luna Luna Website.

Returns at a glance

1. Your legal right to cancel an online order

For most online orders, you have a legal right to cancel without giving a reason from the time you place the order until 14 days after the day you receive the goods.

If your order is delivered in multiple parcels on different days, the 14-day cancellation period runs from the day after you receive the last parcel for that order.

To cancel, you must tell us clearly that you want to cancel. You can email contact@lunaluna.co.uk with your order number, name and the item(s) you want to return. You may also use the model cancellation form at the end of this policy, but you do not have to use that form.

2. Returning the goods after cancellation

After telling us that you want to cancel, you must send the goods back to us within 14 days.

Please return items to: 128, City Road, London, EC1V 2NX, UNITED KINGDOM. Do not send returns to our registered office unless we have confirmed that this is the correct return address.

You are responsible for the cost of returning change-of-mind returns unless we have clearly offered free returns or the item is faulty, wrong or not as described.

We recommend using a tracked and insured postal service and keeping proof of postage. Unless we arranged the return collection, the returned goods remain your responsibility until they reach us.

3. Condition of returned items

Please return items unused, unworn, clean, undamaged and with original packaging, protective tags, labels, pouches, boxes and hygiene seals intact where applicable.

You may inspect the item in the same way you would reasonably inspect it in a shop, but you should not wear it for longer than necessary to check its nature, characteristics and fit.

We may reduce your refund if the value of the goods has been reduced by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. This may include signs of wear, damage, missing components, removed non-hygiene tags, damaged presentation packaging or exposure to perfume, cosmetics, water or other substances.

4. Refunds for change-of-mind returns

If you validly cancel your order, we will refund the price paid for the returned item(s) and the standard outbound delivery cost for the order, if any.

If you chose a delivery method more expensive than our least expensive standard delivery option, we are not required to refund the additional delivery upgrade cost.

We will refund you using the same payment method you used for the original transaction unless we agree otherwise.

We will make the refund within 14 days after the day we receive the returned goods or, if earlier, within 14 days after the day you provide evidence that you have sent the goods back.

5. Items that cannot be returned for change of mind

Your legal cancellation right does not apply to goods that are made to your specifications or clearly personalised, such as engraved, monogrammed, custom-sized, custom-coloured, bespoke or made-to-order pieces, unless the item is faulty, not as described or we have agreed otherwise in writing.

For health protection and hygiene reasons, pierced earrings and other hygiene-sensitive jewellery supplied in sealed packaging cannot be returned for change of mind once the hygiene seal has been removed or broken after delivery. If the hygiene seal remains intact, you may return the item under your usual cancellation rights.

Sale items, promotional items and items bought with discount codes are not excluded from your statutory cancellation or faulty-goods rights unless a legal exception applies.

6. Exchanges

We do not guarantee direct exchanges for change-of-mind returns. If you would like a different item, size or style, please return the original item in accordance with this policy and place a new order.

If an item is faulty, wrong or not as described, we may offer a repair, replacement, exchange or refund depending on the circumstances and your statutory rights.

7. Faulty, damaged, wrong or not-as-described items

We are under a legal duty to supply goods that are as described, fit for purpose and of satisfactory quality.

If your item arrives faulty, damaged, wrong or materially not as described, please contact us at contact@lunaluna.co.uk as soon as possible with your order number, a description of the issue and photographs where possible. Asking for photographs helps us resolve the issue quickly and does not affect your statutory rights.

If the item is confirmed to be faulty, wrong or not as described, we will offer the remedy required by law. This may include a refund, repair or replacement depending on the timing and circumstances.

If we ask you to return a faulty, wrong or not-as-described item, we will refund reasonable return postage or provide a prepaid return method where available.

Faults do not normally include damage caused by misuse, accident, neglect, unauthorised repair, failure to follow care instructions, normal wear and tear, or natural pearl/stone variations described on the product page.

8. Model cancellation form

You may use the form below to cancel an order, but you do not have to use it. You can also email us with the same information.

To: Luna Luna Email: contact@lunaluna.co.uk Address: 128, City Road, London, EC1V 2NX, UNITED KINGDOM   I hereby give notice that I cancel my contract of sale for the following goods: Order number: Item(s): Ordered on: Received on: Customer name: Customer address: Customer email: Signature (only if notified on paper): Date: