Frequently Asked Questions (FAQs)

Product & Care

  • Q: What materials do you use? A: We select materials based on the specific aesthetic of each collection. The Lunelle Atelier Collection features a 925 Sterling Silver base with 18K White Gold or 18K/24K Gold plating. The Lunelle By Heart & Heart collection uses Gemstones and durable Stainless Steel.
  • Q: Will my jewelry tarnish? A: With proper care, our pieces are designed to last. To extend their life, avoid contact with water, perfumes, and lotions, and store them in a dry place when not in use.
  • Q: Do you offer gift packaging? A: Yes. Every order comes beautifully packaged and ready to gift. You can also add a custom message at checkout.

Orders & Shipping

  • Q: Where do you ship? A: At this time, we ship exclusively within the United States.
  • Q: How do Pre-Orders work? A: Pre-orders reserve limited-run pieces before production. Items typically ship within the estimated window noted on the product page.
  • Q: Can I cancel my order? A: For Pre-order items, we offer a 24-hour cancellation window from the time of purchase. In-stock orders are processed immediately to ensure fast delivery and cannot be cancelled or amended once placed.

Returns & Refunds

  • Q: What is your return policy? A: In-stock items can be returned within 14 days of delivery. Pre-order items are eligible for Store Credit only within 14 days of delivery. Made-to-order and customized items are Final Sale.
  • Q: Are there fees for returns? A: For In-stock items, an $8 shipping fee and a 15% restocking fee apply. For Pre-order items, an $8 shipping fee and a 6% restocking fee apply (issued as Store Credit).
  • Q: How can I avoid the restocking fee? A: For In-stock returns, we are happy to waive the 15% restocking fee if you choose Store Credit. For Pre-order returns, a 6% restocking fee is applied to all eligible items. Because each pre-order is handcrafted specifically for you, this small fee helps us maintain our artisanal quality standards and support the dedicated craftsmanship involved in every piece.
  • Q: What if my item arrives damaged? A: Please report any defects to hello@lunelleatelierjewelry.com within 48 hours of delivery with photo evidence.