FAQs
Got questions about our bespoke jewellery or anything else?
Shipping
What are your shipping costs in Australia?
We offer fast, free express shipping within Australia for all orders over $100.
Do you ship internationally?
We sure do! Shipping costs and options will be calculated at checkout.
Do you ship to PO boxes?
Yes we do!
How can I track my item?
We use Australia Post for shipping and a tracking number will be provided when your order is shipped. But if you have any issues please send us a note via our contact page.
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 or refund.
Simply head to our returns page within 14 days of receiving your purchase and complete the form. We will then email you instructions on how to return your item to us.
You will receive a refund of the full purchase price. You will just have to cover the cost of shipping your item back to us.
Proof of purchase will be requested and the item must be returned as new, in the original packaging, and sent via registered post. We’re unable to accept returns or exchanges for sale items (unless faulty) or earrings (due to hygiene reasons)
Please also note that as the majority of our pieces are handmade using natural materials and stones, some items may vary slightly from the product images.
If you have any questions please contact us for more info.
We recommend getting tracked postage so you can trace your return as Love Lunamei does not assume responsibility for lost parcels.
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?
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?
Your Love Tokens will be valid for 1 year only but if you would like an extension please contact us via our contact form and we will review on a case by case basis.
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 but we do have many stores in Australia and New Zealand stocking our jewellery. Use our contact form to let us know your postcode and we will get back to you with the closest stockist.
Where are your products designed?
Our beautiful bespoke jewellery is designed on the east coast of NSW, Australia.
Where are your products made?
Our products are handmade in Thailand and also Vietnam and all processes adhere to our stringent ethical and sustainable policies.
Product care
How do I look after and clean my jewellery?
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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