Refund policy

 

LunaLou Handmade Returns Policy

At LunaLou Handmade, we take pride in the quality and craftsmanship of our jewellery. If you are not completely satisfied with your purchase, we are here to help. Please read our returns policy below for information on how to return or exchange your item.

Eligibility for Returns

  • Time Frame: Items must be returned within 30 days of the purchase date.
  • Condition: Items must be in their original, unused, and unworn condition with all original packaging and tags attached.
  • Exclusions: Custom-made pieces are non-refundable unless they arrive damaged or defective. Earrings are non-refundable for hygiene purposes unless they arrive damaged or defective.

Return Process

  1. Contact Us:

    • Before returning an item, please contact us at info@lunalouhandmade.co.uk to bring the issue to our attention
    • Provide your order number, the item(s) you wish to return, and the reason for the return.

  2. Prepare Your Return:

    • Pack the item(s) securely in the original packaging to prevent damage during transit.
    • Include a copy of your receipt or proof of purchase and the RA number inside the package.

  3. Shipping Your Return:

    • Ship the return package to the following address:
      LunaLou Handmade
      Flat 2, 111 St Mary's Road
      Market Harborough
      LE16 7DT
    • Use a trackable shipping method to ensure the safe and timely return of your item(s). We are not responsible for lost or damaged returns.

  4. Processing Your Return:

    • Once we receive your return, we will inspect the item(s) to ensure they meet our return criteria.
    • If the return is approved, we will process a refund to your original method of payment within 7-10 business days.
    • You will receive an email confirmation once your return has been processed.

Exchanges

  • Eligibility: Exchanges are allowed for items in their original, unused, and unworn condition with all original packaging and tags attached.
  • Process: Follow the same steps as for returns. Specify in your initial contact that you would like to exchange the item, and include details of the new item or size you wish to receive.
  • Shipping Costs: Customers are responsible for shipping costs associated with returning items for exchange. We will cover the shipping costs for sending the exchanged item back to you.

Damaged or Defective Items

  • Inspection: Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
  • Resolution: We will arrange for a replacement or a full refund, including any shipping charges, for items that are defective, damaged, or incorrect.

Custom-Made Jewellery

  • Non-Refundable: Custom-made jewellery pieces are non-refundable and non-exchangeable unless they arrive damaged or defective.
  • Contact Us: If you receive a damaged or defective custom piece, please contact us immediately to discuss the issue and arrange for a repair, replacement, or refund.

Final Thoughts

We strive to ensure that every piece of LunaLou Handmade jewellery meets your expectations. If you have any questions about our returns policy or need assistance with a return or exchange, please do not hesitate to contact us. We are here to help and ensure your satisfaction.

Thank you for choosing LunaLou Handmade.