Shipping & Refund Policy

On this page, you'll find the Shipping Policies, Return Policies and Cancellation Policies.

Shipping and Delivery Policy

What are the shipping costs?
We manage your shipping costs in a healthy way you will not have to pay shipping costs. We only deliver within the United Kingdom.

Can I track the delivery?
Yes, we ship all products with Track & Trace. You can track your order on the order status page, where you will receive a link by email as soon as your order is shipped. Note: status tracking and updating can sometimes take some time.

What are the delivery times?
The processing time for orders is 1–3 business days. If you place an order before 10:00 a.m. Monday to Friday, we aim to process your order on the same day. The average delivery time is 3–8 business days. During sales periods, shipping times may be affected.

I am not home during delivery, what should I do?
If the package cannot be delivered, it will wait for you at the post office for 7 days. You will also receive a message from the driver including the pick-up location. After 7 days, the courier will return the package to our warehouse.

Incorrect address
It is the customer's responsibility to ensure that the delivery address provided is correct. We do our best to expedite processing, so please contact us immediately if you believe you have provided an incorrect delivery address.

Lost or stolen package
We are not responsible for lost or stolen packages. If Track & Trace indicates the package was delivered to the address provided but you have not received your order, please inform us. 14 days after the specified delivery date, the post office will initiate an investigation and we will keep you informed until it is complete.

Return & Refund Policy

Is it possible to return my order?
Yes. If you are not satisfied with the items you have ordered, you may return them within 14 days of receipt, provided the following conditions are met:

• The order still contains all appropriate parts and components, and the packaging is intact.
• Only normal handling of the product is evident; breakage due to careless handling is excluded.
• Products for which hygiene is important have been thoroughly cleaned before being returned.
• The product is reported as defective immediately upon receipt.

We offer two return options:

1. Partial Refund + Keep the Product — If you are not fully satisfied but prefer not to return the item, we can offer you a partial refund. You may keep the product without returning it.
2. Full Refund Upon Return — If you prefer a full refund, you must return the product undamaged to our warehouse overseas. The customer is responsible for all return shipping costs.

Important:

• Returns must first be registered by contacting us; never send a return to the sender's address without our confirmation.
• We recommend using Track & Trace for returns. We are not responsible for lost returns.
• If a parcel is refused or not collected, it will be automatically returned to the supplier. In such cases, we reserve the right to deduct £15 from your refund.
• A return will be processed within 7 working days after receipt, provided all conditions are met.

How can I return my order?
If your order meets the conditions above, please initiate the returns process by sending an email to: support@lunorajewelryco.com

Include in your email: order number, reason for return, photo of the product (in case of damage), your full name and address. After receiving your email, we will provide you with the correct return address.

Please do not send the item back to the sender's address.

 

Cancellation conditions

Right of Cancellation
Because we operate with a fully automated system, orders are typically processed immediately. You may request an order cancellation only within 1 hour after placing your order. After processing, cancellation is no longer possible.

If the goods are already in transit, cancellation is not possible. Once you receive the goods, you can initiate a return under our standard return procedure. Return shipping costs are always borne by the customer.

To exercise your right of withdrawal, send a clear statement by email to support@lunorajewelryco.com.

Shipments in Transit
As our goods are shipped overseas, delivery times may vary and delays can occur beyond our control. If your order is already in transit, we ask for your patience until delivery. If you choose to return the goods after receipt, please send us a shipping confirmation to speed up the return process.

Consequences of Withdrawal
Upon valid withdrawal, we will refund all payments received from you, excluding delivery costs and any additional fees resulting from a non-standard shipping method. Refunds will be issued using the original payment method. No additional fees will be charged. Refunds will be made within fourteen days after we have received both your cancellation notice and the returned goods.