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. To inform us that you would like to revoke 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 revoke 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.

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.

Watches - Two (2) Year Warranty -

We offer a two-year warranty for all watches purchased directly on our website:
LaLuneLove.com. This manufacturer’s warranty is only valid if there is proof of
purchase.

During this two-year warranty period, the watch strap, watch movement, hands and dial are the only parts covered. All repair charges are free if the watch is proven defective in material used or in the craftsmanship under regular use.

If the watch is beyond repair, we can order a replacement of a similar timepiece. The new warranty of the replacement watch is valid for 24 months after the issued replacement date.

There will be a $10 USD return shipping fee charged for any and all warrantied services within the United States and $20 for all warrantied services in all other locations worldwide.

Please note that the warranty does not cover the following:

- Battery
- Case
- Crystal
- Stem
- Crown
- Water damage due to negligence
- Repairs made by a 3 rd party unauthorized by La Lune
- Loss & Theft
- Accidents such as nicks, dents, shocks, blows, crushing, natural disasters and calamites

If our warranty does not cover the problem you are having with your watch, or if your warranty has expired, repairs may be possible with a specific fee to be determined by the repair team. The fee is inclusive of return shipping and handling charges. Please contact La Lune’s customer service team for support HERE or by emailing: customercare@lalunelove.com

Jewelry – 90 Day Warranty

We offer a 90-day warranty for all Jewelry including necklaces and charms purchased directly on our website: LaLuneLove.com. This manufacturer’s warranty is only valid if there is proof of purchase.

Quick Facts:

• We try to repair any item before we replace it. While we cannot absolutely preserve the original look and feel of the item, our team completes a repair to best maintain the integrity of the item.
• If a repair is not possible, we will replace the item if it is still available, or give you and item of equal or lesser value. If the style is no longer available we will provide a store credit exclusively for use at LaLuneLove.com
• If we cannot repair or replace your product, a store credit will be issued for the original amount paid.
• We do not cover lost jewelry, we apologize for the inconvenience.
• Damage and defective items can only be returned by mail for a refund within 30 days of their delivery, after this time store credit will be issued.
• Our jewelry will tarnish but can easily be cleaned. To learn more about cleaning your jewelry click Here.
• Items in their unused and original condition purchased from La Lune’s Online Store can be exchanged within 30 days of purchase in one of our store locations.

Please note that the warranty does not cover the following:

- Damages arising from accidents or misuse,

- Damages from any alteration, service or repair performed by any other party other than La Lune.

Manufacturing defects are assessed on a case-by-case basis with a valid proof of purchase from LaLuneLove.com. If your product requires replacement, please be advised we cannot also return your original product to you. Please let us know if your product has sentimental value and you do not want the item replaced. We will honor your wishes and repair it to the best of our ability, if a repair is possible.

If our warranty does not cover the problem you are having with your jewelry, or if your warranty has expired, repairs may be possible with a specific fee to be determined by the repair team. The fee is inclusive of return shipping and handling charges. Please contact La Lune’s customer service team for support HERE or by emailing: customercare@lalunelove.com

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.

La Lune’s Customer Service team will advise if the watch qualities for coverage under Warranty or not and will provide an estimated cost (if it falls outside the warranty period and coverage).

Every claim should have a repair ticket # issued and provided by our customer service team directly and it will be attached to the repair ticket and all communication regarding the repair.

Any watch sent in for repair without an authorization or repair ticket number is considered an invalid request and will be returned to the sender without prior notice. All dispatch fees will be at the client’s expense.

How long will it take for me to receive my order?

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. 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 10-14 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.

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.

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?

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

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 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 remove links from my watch?

You can have a local jeweler or watch repair technician remove the links to size your watch.

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.

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.