FAQ’S CENTER – lunasilv.com

RETURNS & EXCHANGES

What is your return policy?

We gladly accept and process returns and exchanges based on our Return Policy. We do not charge a restocking fee for returned items that meet the Return Policy criteria. We offer free return shipping to all customers for returned items that meet the Return Policy criteria.

Return Policy for Resellable Items:

Returned items must be in 100% new and resellable condition plus remain unused in original packaging.
Returned items need to be returned within 30 days of the delivery date.
Return items must handed to and scanned by USPS for return shipping before day 30 after the order delivery date. If a return is authorized and not delivered to USPS before day 30, the return will be void.
Individual items that are part of a set can not be returned for refund, store credit and/or exchange separately.
We reserve the right to refuse returns that do not meet the above criteria.
Returned items meeting these conditions will be accepted and approved for refund credit or item exchange. Refund credit will be credited and processed through the original transaction payment method. If a case arises in which the original payment method is no longer valid, a Store Credit will be issued for the approved refund amount. Exchanges will be shipped out once returns are received and inspected by our quality control team.
*If the original sale did not qualify for free shipping, the shipping cost will be deducted from the refund. In these cases, customers are responsible for returned item shipping charges. No shipping charges whatsoever will be refunded. Returned items not meeting these conditions will not be eligible for full product refund.
If you have any questions or comments about our Return Policy or to initiate a return, please contact: info@lunasilv.com We are here to help!

Shipping and Delivery Time

What are your shipping fees and timing?

“We offer free shipping on all orders over $80.

*Now, let’s talk timing. Our team works efficiently to prepare your order. After you place your order, please allow 3-6 business days for processing (each piece is handcrafted by skilled artisans). Once shipped, your order will arrive in 5-10 business days — actual delivery typically takes 2-6 business days. Have questions? Reach out anytime!*

We’re committed to getting your order to you as fast as possible, so you can start enjoying it right away!”

My order is delayed and past the estimated delivery time frame, what should I do?

If your order seems to be taking a bit longer than expected, here are a few steps to help you out:

Check the Tracking Page:

Sometimes, the journey of your package can be affected by various factors like weather conditions, high package volumes (especially during holidays), or unexpected logistical challenges. Keep an eye on the tracking page for the latest updates on your order’s location and status.

Verify Your Address: It’s always a good idea to double-check if the shipping address entered at the time of the order was correct. An incorrect or incomplete address can sometimes lead to delivery delays.
Contact Local Post or Carrier: Occasionally, the package might be held at a local post office or carrier facility. Contacting them can provide more specific information about the status of your delivery.
Reach Out to Us: If you’ve done all the above and still have concerns, don’t hesitate to contact us at info@lunasilv.com. We’re here to assist and ensure you receive your order as soon as possible.
We understand how important each order is and appreciate your patience as we work to get your order to you.

Do you ship internationally?

“We currently ship to multiple international destinations, including the United States, Canada, Australia, the UK, Japan, South Korea, and select countries across Europe and the Middle East.

Delivery times for international orders may vary depending on your location, but rest assured we’ll do everything we can to get your order to you as quickly as possible.

Please note that orders shipped to certain countries may be subject to additional customs duties and service fees. These charges are determined by local customs authorities and are beyond our control. We cannot predict these fees nor reimburse them upon delivery. (For an estimate of potential charges, please contact your local customs office – they can provide the most accurate information for your specific location.)

For more details about international shipping, including our complete list of supported countries, please visit our Shipping Information page.”

Do you offer in-store pickup?

As much as we’d love to meet you in person, we currently don’t have a retail storefront for in-store pickups. But don’t worry, we’ve got you covered with our shipping options! Our online store is open 24/7, so you can shop from the comfort of your home, and we’ll make sure your order comes straight to your doorstep.

How can I track my order?

Tracking your order is very simple. Once your order has been shipped, we’ll send you an email to let you know. To follow the progress of your shipment, visit our Order Tracking Page and enter your Order number and Email/Phone Number. This will provide you with real-time updates on the status of your order.

Is it possible to modify or cancel my order once it’s been placed?

Whether it’s a cancellation, an update, or a shipping address adjustment, we’re here to help. As long as your order hasn’t been processed for shipping, we can accommodate your request. Simply contact our customer support team at info@lunasilv.com with your order details, and we’ll take care of it for you. Remember to include your order number and the specifics of your request for a smooth adjustment process.

PRODUCT INFORMATION & PRODUCT CARE

Do your products have a warranty?

Absolutely! We stand by the quality of our pieces. If you encounter any defects or if a piece breaks within 75 days from the delivery date, we’re on it – consider it covered under our warranty. Just a little note: our warranty doesn’t extend to lost pieces. But for everything else, rest assured, we’ve got your back for those first 75 days!

What materials are used in your jewelry?

We take pride in the materials we use for our pieces! Each piece is made from hypoallergenic gold and rhodium-plated stainless steel. This means you get jewelry that’s not only durable and long-lasting but also kind and gentle to your skin.Our pieces are designed to be non-reactive, rust-free, and resistant to tarnishing, making them ideal for everyday wear, even for those with sensitive skin. For specific details on the type of metal used in each piece, you can find all the information you need on our product pages.

How do I take care of my jewelry?

To keep your jewelry looking its best, we recommend using a polishing cloth to maintain its color and shine. Store it in its original pouch for safekeeping on those rare days you’re not wearing it.

While our pieces are water resistant, they’re not fully waterproof—only solid gold can claim that. We like to keep it real. So if you accidentally wear it in the shower or take a dip in the pool, don’t worry! Just remember, less exposure to water and harsh elements means longer-lasting shine.

Crafted from hypoallergenic, gold and rhodium-plated stainless steel, our jewelry is durable, rust and tarnish-free, and gentle on sensitive skin

So, you accidentally wore it in the shower or fell into the pool. No need to panic! Still, the less exposure to water and harsh elements, the better.

Our jewelry is made of hypoallergenic gold and rhodium plated stainless steel. That makes it durable, non-reactive, rust and tarnish free, and perfect for sensitive skin.