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FAQs

Got questions about our bespoke jewellery or anything else?

 

We’re here to help

Shipping

What are your shipping costs in Australia?

We offer free shipping Australia-wide.

 

Do you ship internationally?

Currently, we only ship Australia-wide but will be shipping internationally very soon.

 

Do you ship to PO boxes?

Yes we do!

 

How can I track my item?

We use Sendle for shipping, and a tracking number will be provided when your order is shipped.

 

Returns & Exchanges

What’s your policy on returns or exchanges?

We want you to fall in Love with your Love Lunamei piece, so if you’re not 100% happy you can return it to us for a store credit.

In compliance with Australia Consumer Law, Love Lunamei is not required to provide a refund or exchange if you make an incorrect selection, need a different size or change your mind..

However, if you are unhappy with your purchase, you may return it within 14 days of the item being received for a store credit. Items must be returned unworn and in their original condition. Items which have been worn or damaged will not be accepted.

We don’t cover return postage fees unless the error is Love Lunamei’s or a manufacturing fault. We recommend getting tracked postage so you can trace your return as Love Lunamei does not assume responsibility for lost parcels.

A refund will only be given for any goods which are faulty. Please note, due to hygiene reasons we cannot accept a return or exchange on earrings unless faulty. We do not offer refunds for change of mind.

If there is a fault with the item you have purchased, we will offer to replace the faulty piece where available otherwise a store credit or refund will be offered. All claims for faulty items are assessed on an individual basis by our independent jeweller and the outcome is at the sole discretion of Love Lunamei. If a refund is required, it will be processed back via the original payment method used to place the order. Proof of purchase is required for any exchange, return or refund.

 

How do I request a return or exchange?

To request a return, simply head to our Returns page to complete a short form. We’ll then email you with instructions on how to return your item to us.

 

Are there any return shipping costs?

Yes. If you’d like to send something back, we’ll require you to send it via registered post with tracking.

 

How long does it take for an item to be returned?

We endeavour to process all returns or exchanges within one week of receiving the returned item.

 

Does your jewellery come with a warranty?

Our pieces come with a 3 month warranty on material and workmanship. This warranty excludes damage or loss and change in colour, but doesn’t cover damage from general use. The warranty is void if repair attempts have been made.

 

Do you make repairs?

We don’t do repairs, but if your item is faulty we will replace it.

 

Gift Cards & Promo Codes

Can I combine two promo codes in one order?

No, only one promo code can be used at a time.

 

Can I combine a gift card and promo code in one order?

You sure can!

 

What happens with a gift card if I make a return?

You will be issued a credit for your account.

 

Love Tokens

How do Love Tokens work?

When you make a purchase on our website, you will be awarded 1 Love Token for every $10 spent. You can then use your Love Tokens for a discount on future orders.

 

Can I redeem my Love Tokens for cash?

No, Love Tokens are not redeemable for cash.

 

Will my Love Tokens ever expire?

Yes. Your Love Tokens will be valid for 1 year only.

 

Orders

How do I know if my order was processed?

You will receive an automated email notification.

 

Can I change my order after it’s been placed?

Only if it hasn’t been shipped yet. Otherwise, you will have to wait for the item to arrive and go through the returns process.

 

General

Do you have a shopfront?

No we don’t, we’re entirely online!

 

Where are your products designed?

Our beautiful bespoke jewellery is designed in Fingal Head, NSW, Australia.

 

Where are your products made?

Our products are handmade in Thailand and all processes adhere to our stringent ethical and sustainable policies.

 

Product care

How do I look after and clean my jewellery?

Please remove your jewellery before doing anything strenuous or potentially damaging – showering, swimming, exercising, cooking, gardening, etc. Please remove your jewellery at night while sleeping

Avoid using lotions, perfumes, oils, cleaning chemicals, etc, as these will damage the plating and shorten the life of your jewellery.

To keep your jewellery in the best condition, keep it stored in the box / pouch to avoid scratches and wipe down each day with a soft cloth.

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