Refund policy

Return & Refund Policy

Last Updated: July 2026

At LUNAelo, we hope every piece becomes part of your story. If your purchase isn't quite right, we're here to help.

Returns

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return. To be eligible for a return, your item must be:

Unworn and unused
In the same condition in which it was received
Returned with all original packaging, tags, and protective materials
Accompanied by proof of purchase

To begin a return, please contact us at:

support@LUNAelo.com

Please note that returns must be approved before being sent back. If your return is accepted, we will provide return instructions. Items returned without first requesting a return authorization will not be accepted.

If you have any questions regarding a return, please contact us at support@LUNAelo.com.

Return Shipping

Customers are responsible for return shipping costs unless:

We shipped the wrong item.
The item arrived damaged.
The item has a verified manufacturing defect.

For your protection, we recommend using a trackable shipping service. LUNAelo is not responsible for returns lost or damaged during return transit.

Damaged or Incorrect Orders

Please inspect your order immediately upon delivery.

If your order arrives damaged, defective, or incorrect, please contact us within 3 days of delivery at support@LUNAelo.com.

To help us resolve the issue quickly, please include:

Your order number
Photographs of the item
Photographs of the shipping packaging

We'll evaluate the issue and work promptly to make it right.

Jewelry Condition

Returned jewelry must show no signs of wear.

Returns may be refused if the item:

Has been worn
Has scratches, dents, damage, or missing components
Is missing original packaging or tags
Has been altered or repaired
Has been exposed to perfumes, lotions, chemicals, excessive moisture, or improper care
Cannot be resold as new

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

Personalized or custom-made jewelry
Gift cards
Final Sale or Clearance items
Items showing normal wear, misuse, accidental damage, or improper care after delivery

If you have questions about whether your item qualifies for a return, please contact us before initiating the return process.

Exchanges

We do not offer direct exchanges.

The fastest way to receive a different item is to return your eligible purchase. Once your return has been approved, you may place a new order for the item you would like.

European Union 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you may have the legal right to cancel or return your order within 14 days of delivery without providing a reason, as required by applicable law.

To qualify, the item must be:

Unworn and unused
In its original condition
Returned with original packaging and tags
Accompanied by proof of purchase

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your financial institution or credit card provider may require additional time to process and post your refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@LUNAelo.com.

Shipping Delays

While we strive to process and ship all orders promptly, estimated delivery dates are not guaranteed. LUNAelo is not responsible for shipping delays caused by shipping carriers, severe weather, customs processing, holidays, labor disruptions, or other circumstances beyond our reasonable control.

Lost or Stolen Packages

Once an order has been marked as delivered by the shipping carrier, responsibility for the package transfers to the customer. If your tracking information indicates that your package has been delivered but you cannot locate it, we recommend: