Terms of service

These Terms & Conditions of Sale apply to all orders placed by consumers through Luna Luna Website (the “Website”). Please read them carefully before placing an order. By placing an order, you agree to be bound by these terms.

1. About us

Luna Luna is a trading name of LUNA LUNA JEWELLERY LTD, a company registered in England and Wales under company number 17120552. Our registered office is 128, City Road, London, EC1V 2NX, UNITED KINGDOM.

You can contact us about your order, returns or complaints by email at contact@lunaluna.co.uk. Our customer service/trading address is 128, City Road, London, EC1V 2NX, UNITED KINGDOM.

2. Who these terms apply to

These terms apply to consumer purchases made through our Website. They do not apply to wholesale, trade, press, gifting, sample loan or bespoke commercial arrangements unless we agree otherwise in writing.

Nothing in these terms affects your legal rights as a consumer under UK law.

3. Products, descriptions and handmade variations

We take reasonable care to describe and photograph our products accurately. However, colours may appear slightly different depending on your screen settings, lighting and photography conditions.

Many of our pieces are handcrafted in small batches and may include cultured freshwater pearls. As pearls are formed by living organisms, each pearl is naturally individual. Variations in shape, tone, lustre, surface texture, markings and size are part of the character of pearl jewellery, especially in baroque pearls, and are not normally treated as faults unless the product is materially different from its description.

Due to the handcrafted nature of our jewellery, slight differences may occur between pieces of the same design. Measurements, weights and dimensions are approximate unless stated otherwise on the product page.

Materials, plating, pearl type, fastening style and care instructions are stated on each product page. Please check the product page carefully before purchase, especially if you have allergies or skin sensitivities.

Where a product is described as gold, silver, platinum or palladium, we will comply with applicable UK hallmarking requirements where required. Some lightweight precious-metal items may be legally exempt from hallmarking. Product pages will describe materials accurately and should be checked for the most up-to-date product specifications.

4. Orders and contract formation

When you place an order, you are making an offer to buy the product(s) in your basket. After you place an order, we will send you an order acknowledgement by email. This acknowledgement confirms that we have received your order but does not always mean that we have accepted it.

Our acceptance of your order takes place when we send an email confirming that your order has been accepted or dispatched. At that point, a contract is formed between you and us.

We may decline or cancel an order before dispatch if: the product is unavailable; payment is not authorised; there is an obvious pricing or product-description error; we cannot deliver to the address provided; or we reasonably suspect fraud, misuse or breach of these terms.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item(s).

5. Prices, taxes and payment

Prices are shown in pounds sterling (GBP) unless stated otherwise. Product prices include VAT where VAT is applicable. Delivery costs and any optional paid services will be shown before you complete checkout.

We accept the payment methods shown at checkout. Payment must be authorised before we process your order.

If we discover an obvious pricing error before dispatch, we may cancel the order and refund you. We are not required to supply a product at an obvious and unmistakeable pricing error that could reasonably have been recognised as a mistake.

6. Delivery

We aim to process orders within 2 day. Estimated delivery times are shown at checkout and/or on our delivery page. Our standard UK delivery estimate is 3-5 days after dispatch.

Unless we agree a different delivery period with you, we will deliver the goods within 30 days after the contract is formed.

Delivery times are estimates and are not guaranteed unless we expressly state that a guaranteed delivery service has been purchased.

Risk in the goods passes to you when the goods are delivered to the address you gave us. Ownership passes to you once we have received payment in full.

Please ensure your delivery address is correct. If an order is returned to us because the address was incorrect or incomplete, we may ask you to pay reasonable re-delivery costs.

7. International orders, customs and import charges

If we offer delivery outside the UK, your order may be subject to import duties, taxes, customs charges, brokerage fees and local rules in the destination country. These charges are not included in our product or delivery prices unless we clearly state otherwise at checkout.

You are responsible for complying with local import rules and paying any charges applied by customs or local authorities. We cannot guarantee that every product can be lawfully imported into every country.

If you refuse to pay import charges and the parcel is returned to us, we may deduct from any refund the original delivery cost, return shipping cost and any non-refundable charges we incur, unless the product is faulty or we made an error.

8. Changing or cancelling an order before dispatch

If you need to change or cancel an order before dispatch, contact us as soon as possible at contact@lunaluna.co.uk with your order number. We will try to help, but we cannot guarantee changes once an order has entered processing or dispatch.

If your order has already been dispatched, you may still have the right to cancel after delivery under our Returns Policy.

9. Product care and wear

Jewellery is delicate and should be handled with care. Please follow any care instructions provided with your order or on the product page.

Unless caused by a manufacturing fault, the following are generally not treated as product faults: normal wear and tear; tarnishing caused by exposure to air, water, perfume, cosmetics, sweat or chemicals; plating wear over time; accidental damage; loss caused by improper storage; or damage caused by misuse.

This clause does not limit your statutory rights if the product is faulty, not as described or not of satisfactory quality.

10. Promotions and discount codes

Promotions, discount codes and gift offers may be subject to additional terms stated at the time of the promotion. Unless stated otherwise, discount codes cannot be applied retrospectively, combined with other offers or exchanged for cash.

If you return an item purchased using a discount, your refund will reflect the discounted amount actually paid for that item.

11. Our liability

We are responsible for losses you suffer that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. A loss is foreseeable if it is obvious that it will happen or if, at the time the contract was made, both you and we knew it might happen.

We only supply products for domestic and private use. If you use the products for any commercial, business or resale purpose, we will not be liable for loss of profit, loss of business, business interruption or loss of business opportunity.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights, or any liability that cannot be excluded or limited under law.

12. Personal information

We will handle your personal information in accordance with our Privacy Policy. Please read our Privacy Policy before placing an order.

13. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, including postal or courier disruption, customs delays, strikes, extreme weather, accidents, natural disasters, epidemics, supply-chain disruption, war, terrorism, cyber incidents or changes in law. If such an event affects your order, we will contact you as soon as reasonably possible.

14. Complaints

If you have a complaint, please contact us at contact@lunaluna.co.uk with your order number, a clear description of the issue and any supporting photographs where relevant. We will aim to respond within a reasonable time.

You may also have the right to use applicable consumer dispute-resolution services or bring proceedings in the courts, depending on where you live.

15. Governing law and courts

These terms are governed by the laws of England and Wales, except that if you live in Scotland, Northern Ireland or another jurisdiction, you will keep the benefit of any mandatory consumer protections available under the law of the place where you live.

If you are a UK consumer, you may bring legal proceedings in the courts of the part of the UK where you live. We may bring legal proceedings against you in the courts of the part of the UK where you live.