How do I take care of my La Lune Timepieces & Jewelry?

A La Lune piece is a timeless investment. Looking after your timepieces and jewelry properly will help maintain its brilliance, shine, and lifespan. Below, we offer you a few useful tips on how to care for and maintain your jewelry.

In order to preserve your jewelry’s beauty, shine and durability, please follow these easy steps:

1. Avoid exposure to any chemicals or strong products, such as perfume and cosmetic products.
2. Remove your jewelry when bathing or swimming. Avoid contact with chlorine, sand and saltwater.
3. Take them off before doing any exercise or physical activity to keep them away from extra knocks and sweat.
4. Do not wear them while sleeping to avoid accidental damage.
5. Store them in a clean, dry and cool place. Avoid extreme temperatures and direct sunlight.

Maintaining shine

However, it is still important that you follow our suggested care instructions:

1. Your jewelry can lose its shine when exposed to air during a long period of time.
2. Loss of shine or tarnishing is a natural process that can be recovered through a special washing (as described later on).
3. We strongly recommend taking off your jewelry before going to bed, showering, or taking part in any physical activity.
4. Exposure to certain chemicals or environments may compromise the integrity of your jewelry. This includes (but is not limited to): perspiration (sweat), perfumes/colognes, cleaning products, chlorine, salt water, or silver polish, etc.

Cleaning your jewelry

Mix a little soap with lukewarm water and rub the item with a soft toothbrush. Toothbrushes are perfect for cleaning jewelry with difficult-to-access corners. If dirt persists, carry out the same process in clean water. Important: gold-plated items require greater care. Rubbing too hard may cause loss of plating. It is therefore important that you do this gently in order to avoid any damage. A special silver-polishing cloth is a great tool to make your jewelry shine again, in the event that it becomes darkened over time. However, this technique will not remove any scratches or dents present on the jewelry.

How shall I store my La Lune Timepieces & Jewelry?

There are many ways to store your jewelry, but it is important to remember that some of them can be harmful. Never use rubber containers, as these can result in accelerated tarnishing and are likely to cause the jewelry to darken. Under no circumstances should you keep your jewelry in a bathroom or any humid locations.

Follow our recommendations:

• Separate jewelry by metal: this separation prevents the metals from tarnishing when they interact with one another.
• Clean your jewelry before you store it: storing dirty jewelry for a prolonged period may cause tarnishing.
• Find a dry (and dark) spot to store your jewelry: humidity is jewelry’s enemy!
• Make sure the pieces do not touch each other, or scratching might occur.

Important: Please keep in mind that La Lune boxes are not designed to keep jewels in perfect condition for prolonged periods of time, as they are not airtight containers, and color alteration may occur due to lack of use.

Your La Lune timepieces & jewelry should be kept away from any exposure to sunlight or warm places, ideally in a padded jewelry box or tarnish-resistant bag. You can also keep these in individual airtight plastic (polyethylene) bags. Never use rubber containers, as these can result in accelerated tarnishing and are likely to cause the jewelry to darken. Under no circumstances should you keep your jewelry in a bathroom or any humid locations. Keep in mind that La Lune boxes are not designed to keep items in perfect condition for prolonged periods of time, as they are not airtight containers, and color alteration may occur due to lack of use.

When should I remove my La Lune Timepieces & Jewelry?

Here’s a mantra to remember: Your timepieces & jewelry are delicate and should be treated as such.

Your La Lune timepieces are waterproof up to 5ATM .

5 ATM water resistance rating can handle water pressure from washing hands, rain, and showering. It can also be used for short periods of swimming, but it's not recommended for diving or snorkeling.

We suggest removing your charms and jewelry before swimming, as chemicals used to treat pools may damage jewelry. It is also best to remove your jewelry before showering, as soaps, shampoos, etc. can affect the lustrous surface of your jewels. If you prefer to keep your jewelry on, it is important to stay on top of routine maintenance.

When you remove your jewelry for bed, swimming, showering, and any other activity that may affect the integrity of your piece, please store each piece individually to avoid tangling and scratching. Please keep in mind, solid gold is durable but malleable, and scratches are to be expected with time and wear.

Please note

La Lune cannot guarantee that the gold-plating of our items will last forever. Gold-plated items are, by their nature, more fragile and susceptible to losing color over time. The speed at which this color fades will depend on various factors, such as the use of chemical products on the skin, how much the wearer sweats, or even the pH level of the individual’s skin. For this reason, it is particularly important to ensure suitable care of your gold-plated jewelry.

Warranty

La Lune pieces are designed to be worn, carried, and loved for years. We stand behind the craftsmanship of our leather bags, watches, and jewelry and offer repair support for qualifying manufacturing issues.

Leather Bags - Two (2) Year Warranty

La Lune offers a two-year repair warranty on our leather bags with valid proof of purchase.

Our warranty covers qualifying issues related to the structural construction or function of the bag that are determined to be the result of a manufacturing defect.

Depending on the issue, this may include defects involving:

• Structural stitching

• Handles

• Straps

• Closures

• Hardware

• Construction of the bag

What isn't covered under the leather bag warranty?

Our leather bag warranty does not cover normal wear and tear or cosmetic changes that naturally occur as leather is used and ages.

This includes:

• Scratches, scuffs, or surface marks

• Stains or spills

• Water damage

• Color transfer

• Fading or changes caused by sunlight

• Changes in leather color, texture, or patina

• Changes in the nap or appearance of suede

• Damage caused by improper storage or care

• Accidental damage

• Damage caused by overfilling or misuse

• Repairs or alterations performed by an unauthorized third party

• Loss or theft

Leather is a natural material, and variations in grain, texture, markings, and color are part of its character and are not considered manufacturing defects.

Because La Lune bags are made from limited quantities of dead-stock leather, exact replacement materials or colors may not always be available. We will always make every effort to repair your original bag while maintaining its integrity and character.

Please see our Leather Care Guide for recommendations on caring for your La Lune bag.

Is there a shipping fee for bag warranty repairs?

Yes. A return shipping and handling fee applies to warrantied bag services:

United States: $25 USD
International: $50 USD

To File a Warranty Claim:

All La Lune clients must contact customer service for specific instruction for the repair process before shipping the bag back. Please email: CustomerCare@LaLuneLove.com OR submit your request thru our contact page HERE. Before sending the watch to La Lune, an authorization number is required.

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Watches - Two (2) Year Warranty

La Lune offers a two-year manufacturer's warranty on watches purchased directly from LaLuneLove.com. A valid proof of purchase is required for all warranty claims.

During the two-year warranty period, the following components are covered against defects in materials or craftsmanship under normal use:

• Watch strap or bracelet

• Watch movement

• Hands

• Dial

If a covered component is determined to be defective, qualifying repair charges will be covered by La Lune.

If your watch cannot be repaired, La Lune may replace it with the same or a comparable timepiece, subject to availability. A replacement watch will receive a new 24-month warranty beginning on the replacement date.

What is not covered under the watch warranty?

The watch warranty does not cover:

• Battery

• Case

• Crystal

• Stem

• Crown

• Water damage resulting from negligence or improper use

• Repairs, alterations, or servicing performed by a third party not authorized by La Lune

• Loss or theft

• Accidental damage, including scratches, nicks, dents, shocks, blows, or crushing

• Damage caused by natural disasters or other circumstances outside of normal use

• Normal cosmetic wear and tear

If your watch is outside the warranty period or the issue is not covered by the warranty, a repair may still be possible for a fee determined by our repair team.

Is there a shipping fee for watch warranty repairs?

Yes. A return shipping and handling fee applies to warrantied watch services:

United States: $15 USD
International: $30 USD

Additional charges may apply to non-warranty repairs and will be communicated before the repair is completed.

To File a Warranty Claim:

All La Lune clients must contact customer service for specific instruction for the repair process before shipping the watch back. Please email: CustomerCare@LaLuneLove.com OR submit your request thru our contact page HERE. Before sending the watch to La Lune, an authorization number is required.

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Jewelry - Two (2) Year Warranty

La Lune offers a 2-year manufacturer's warranty on jewelry, including necklaces and charms, purchased directly from LaLuneLove.com. Valid proof of purchase is required.

Manufacturing defects are evaluated on a case-by-case basis.

Our jewelry warranty does not cover:

• Normal wear and tear

• Tarnishing or natural changes to the finish

• Plating wear

• Loss or theft

• Damage resulting from accidents or misuse

• Damage resulting from alterations, service, or repairs performed by anyone other than La Lune

If an item can be repaired, we will make every effort to repair it before considering replacement. While repairs may not completely restore an item to its original appearance, our goal is to maintain the integrity and character of the piece whenever possible.

If a repair is not possible and the item is still available, we may offer a replacement. If the original style is no longer available, we may offer an item of equal or lesser value or store credit for use at LaLuneLove.com.

If your jewelry has sentimental value and you do not want it replaced, please tell our Customer Care team when submitting your request. We will respect your wishes and attempt to repair the original piece whenever reasonably possible.

Please see our Jewelry Care Guide for information about cleaning, tarnishing, and everyday care.

To File a Warranty Claim:

All La Lune clients must contact customer service for specific instruction for the repair process before shipping the jewelry back. Please email: CustomerCare@LaLuneLove.com OR submit your request thru our contact page HERE. Before sending the watch to La Lune, an authorization number is required.

Is there a shipping fee for jewelry warranty repairs?

Yes. A return shipping and handling fee applies to warrantied jewelry services:

United States: $15 USD
International: $30 USD

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What if my item is outside the warranty period?

We believe well-made pieces deserve long lives.

If your La Lune leather bag, watch, or jewelry falls outside its warranty period, you are still welcome to contact us. Depending on the item, materials, and nature of the damage, we may be able to offer a repair for a fee.

Our Customer Care team will review your request and provide an estimated repair cost when applicable. Availability of repairs and replacement materials cannot be guaranteed.

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How to file a warranty claim?

Please contact La Lune Customer Care before shipping any item to us.

Email customercare@lalunelove.com and include:

• Your full name

• Your order number, if available

• A brief description of the issue

• Clear photographs showing the damage or area requiring repair

• A photo or copy of your original receipt or proof of purchase

Our Customer Care team will review your request and determine whether the issue appears to qualify for warranty coverage or if the La Lune piece can be repaired.

If a repair is approved, you will receive specific instructions for sending your item to La Lune, along with an authorization or repair ticket number.

Please do not send your item before receiving authorization.

Every repair must have a repair ticket or authorization number issued by La Lune Customer Care.

Items sent to La Lune without prior authorization may be returned to the sender, with any associated shipping costs being the customer's responsibility.

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What happens after I submit my request?

Once we receive your information and photographs, our Customer Care team will review your claim. Please allow for 7-10 days for our team to review and respond. 

We will let you know:

1. Whether the issue qualifies for warranty coverage.

2. Whether we believe the item can be repaired.

3. Whether any repair or shipping fees apply.

4. How and where to send your item.

5. Your repair authorization or ticket number.

Please do not ship your item until these instructions have been provided.

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Will you repair my original item or replace it?

Whenever possible, we prefer to repair your original La Lune piece rather than replace it.

If an item cannot reasonably be repaired, we may offer a replacement, comparable item, or store credit depending on the product, warranty coverage, and availability.

Because many La Lune pieces are produced in limited quantities, an identical replacement may not always be available.

If your piece has particular sentimental value and you do not want it replaced under any circumstances, please let our Customer Care team know when submitting your repair request.

Please Note

All warranty claims and repair requests are subject to evaluation and approval by La Lune. Submitting a request does not guarantee complimentary repair, replacement, or store credit.

Valid proof of purchase is required for warranty coverage. La Lune reserves the right to determine whether an issue results from a manufacturing defect, normal wear and tear, accidental damage, misuse, improper care, or unauthorized repair or alteration.

For all warranty and repair inquiries, please contact:

customercare@lalunelove.com 

Thank you!

 

 

When will my order arrive?

All orders are prepared within 24 business hours after the order confirmation date. This preparation time can vary according to peak season, like Black Friday or Christmas. Personalized jewels and our Fine Jewelry Collection have a specific preparation time, which is indicated during the purchase process.

At this time shipments will take 5-7 days from the date of order to delivery to your location.

Our shipping partners are UPS for all United States shipments & Fedex for all other countries.

We do not take responsibility for factors external to La Lune which may delay or prevent a delivery, and which are not covered by our logistic partners.

 

How do I check the status of my order?

Once your order has shipped, you will receive a confirmation email that includes a tracking number. If you have not received this email please feel free to contact: CustomerCare@lalunelove.com to check the status of your order.

My order is delayed or never arrived, what should I do?

La Lune is not responsible for packages once they have been consigned to a shipping carrier for transport to your delivery address. This includes packages that are lost or damaged in transit, as well as missing packages that are marked ‘delivered’ by the carrier. We strongly urge you to select a secure shipping location and select a shipping method at checkout that requires signature upon delivery for added security. In the event that your package is missing or delayed, we are happy to help. Please notify us immediately at: customercare@lalunelove.com in order for us to file a claim with the shipping carrier on your behalf. Please note that claims may take up to 14 days to process.

To which countries do you ship?

La Lune will ship to countries globally except for the following: Central Africa Republic, Myanmar, Pakistan, Tajikistan, Belarus, Kosovo, Russia, Ukraine, Caribbean Netherlands, New Zealand, Brazil, Ascension Island, Tristan Da Cunha

Will I have to pay Customs taxes for my order?

Shipments to locations outside of the United States may be liable for Customs taxes and additional fees. In all cases, these costs will be the responsibility of the buyer and will be settled at the given customs office. Our Shipping costs exclusively cover the cost to ship, not the duties nor taxes. 

UPS or Fedex will contact our clients directly. La Lune is committed to taking care of all the required paperwork in order for the parcel to clear customs.

*Customs fees for shipments to New Zealand, Singapore, Bangladesh, British Virgin Islands, Equatorial Guinea, Haiti, Iraq, Jersey, Montenegro, Greenland, Guinea-Bissau, Mauritius, Guernsey, Isle of Man, North Macedonia, Peru must be paid by the customer before delivery of your order (the carrier will contact you).

 

How do I check the status of my order?

Once your order has shipped, you will receive a confirmation email that includes a tracking number. If you have not received this email please feel free to contact: customercare@lalunelove.com to check the status of your order.

My order is delayed or never arrived, what should I do?

All orders are prepared within 72 business hours after the order confirmation date. This preparation time can vary according to peak season, like Black Friday or Christmas.

La Lune is not responsible for packages once they have been consigned to a shipping carrier for transport to your delivery address. This includes packages that are lost or damaged in transit, as well as missing packages that are marked ‘delivered’ by the carrier. We strongly urge you to select a secure shipping location and select a shipping method at checkout that requires signature upon delivery for added security. In the event that your package is missing or delayed, we are happy to help. Please notify us immediately at: hellow@lalunelove.com in order for us to file a claim with the shipping carrier on your behalf. Please note that claims may take up to 10 days to process.

 

Can I modify my order once it has been placed?

We prepare orders quickly, and so we cannot guarantee that your request will be processed in time to proceed to the modification.

However, please get in touch with our customer service team through our contact form. We will do our best to accommodate your request.

How do I cancel an order?

Our goal at La Lune is to process and ship orders quickly.  Once you have received your confirmation email, the order has already been sent for processing and cannot be adjusted or cancelled.

You may return items that are unused and in original condition within 30 days of purchase. Damaged/defective items can only be returned by mail Clearance items are final sale and cannot be returned or exchanged. La Lune E-Gift Cards are non-returnable.

Due to additional quarantine measures around return shipments, please allow up to 10 business days, from the receipt of your return package, to process your returns. You will receive an email notification once your return is processed. Please allow up to 5 additional business days for the funds to be credited to your original payment method.

 

WHAT IS LA LUNE’S RETURN POLICY?

We really hope that you love your La Lune Timepieces and jewelry as much as we do. But if you would like to make a return, please read the following:

With all products ordered through our web shop, you have 30 days after receiving your order to inform us that you would like to return your purchase. The returned items must be unused and intact and post marked within 30 days from delivery. To inform us that you would like to return your purchase, Contact us via our Customer Care team HERE or send an email to: customercare@lalunelove.com. 

After you have informed us that you would like to return your purchase (or any part thereof), you will need to return the relevant product to us within 30 days. Instructions will be sent to you directly from our customer care team. The cost of shipping the order back to our location is the customer's responsibility.

For a smooth return process for our customers outside the European Union (including the UK, Switzerland, and the US) we recommend using UPS as the shipping company to return your items. Please include an invoice both inside and outside the shipment to ensure customs clearance and avoid a return to sender. We advise you to keep your proof of postage until your refund has been processed.

WHAT IS LA LUNE’S EXCHANGE POLICY?

Items in their unused and original condition purchased from La Lune’s Online Store can be exchanged within 30 days of purchase. To inform us that you would like to exchange your purchase, Contact us via our Customer Care team HERE or send an email to: customercare@lalunelove.com. 

La Lune’s E-Gift Cards are non-returnable. 

Promotions, clearances, or sales may have modified terms and conditions. Unfortunately, we are not able to accept exchanges by mail.

What should I do if I received a damaged item?

In the rare occurrence that an item was damaged during transit, please contact our customer service team HERE.

Can I return an item that has been engraved?

All engraved items are FINAL SALE. Returns and refunds will be accepted if your item arrives damaged.

What is the average wrist circumference that a La Lune watch will fit?

La Lune’s watches will ship with all links included and will be able to fit a 9” in circumference wrist size. If they are removed, the smallest wrist size that our watches will fit is 5”.

How do I adjust the size of my watch or jewelry?

Your La Lune watch and jewelry can be easily adjusted by a local jeweler or watch repair professional. Each watch includes two extra links so it can be comfortably sized for you. Links may be added or removed as needed for the perfect fit.

Can you size my watch before sending it out?

At this time we do not size before the product is shipped out to customers. We recommend you send your watch thru our repair services after you’ve received it that way you can indicate how many links you’d like removed from your watch.

Can I order additional links for my watch strap?

If you are interested in purchasing additional links for your strap please contact our customer service team HERE.