Product & General Info

The health and safety of our customers and employees is paramount to everything we do. As such, all of our offices and factories are being cleaned and disinfected on a regular basis.

All of our employees have been sanitized prior to any contact with the jewelry. Each jewelry is carefully cleaned, disinfected, and polished before it is packed and shipped.

We are closely monitoring this developing situation and making adjustments as necessary to ensure a sterile and safe work environment.

Check out this article for some helpful tips to keep your jewelry looking fabulous!

We provide a convenient range of secure local and international shipping options. To upgrade your shipping method, please contact our Customer Care Team.

Our most popular shipping methods include:

• Standard- FREE
• Expedited - Fast shipping
• Urgent Shipping - Super fast shipping

Please note that time frames are stated in business days and do not include weekends.

For more information about local and international shipping as well as relevant shipping times during peak seasons, please click here.

While we have a wide range of jewellery styles, you may want to add a personal touch that you can't find in our collection. For special design requests, please contact our Customer Care Team.

Our jewellery design experts will review your request and let you know if we can make your personalised creation.

Please attach a link to the item you are referring to, or the product ID number, which can be found on the item page here:

Please note that during busy seasons we cannot accommodate special requests.

The placing of the engraving depends on how many inscriptions you would like on your necklace.
1 Inscription - Front engraving
2 Inscriptions - Right and front engraving
3 Inscriptions - Right, front & left engraving
4 Inscriptions - Right, front, left and back engraving

The right and left placing is the position when the Pillar bar necklace is facing you.

Yes! All you need to do is leave a clear comment in your shopping bag during checkout.
The comment should say "Inscription on front: Alexa, Inscription on back: Harry"

right and left placing is in the position when you are facing Pillar Bar Necklace

Placing an order on our website is very intuitive.

• Browse our product catalog to find jewellery styles that you’d like to personalise.
• Look for useful information on the product page for each item, such as price, character limit and dimensions, as well as a right-hand menu that guides you in finalizing your personalization.
• Fill out separate boxes for each feature you personalise, including material, inscription (please note character limits), diamonds and chain length.
• Click ADD TO BAG when you’re ready to confirm your order details and proceed to checkout.
• Enter your Promo Code (if you have one) to redeem the discount. 
• Click on PROCEED TO CHECKOUT to proceed with entering your contact details, and then payment and shipping information.

Once completed you’ll be redirected to a confirmation page that your order is being sent to production. You’ll also receive confirmation by email with full order details and shipping information.

GET PERSONALISING TODAY!

We  accept all major credit cards as well as payments made through PayPal.

All payment must be made in full before shipment.

To make a payment just click on either the "Continue to Checkout" or "PayPal Checkout" buttons in your shopping bag. After entering your contact details you’ll be redirected to the relevant payment platform.

Credit card users may pay with:

• Visa
•  MasterCard
• American Express
• Diners Club
• Discover

Unfortunately we do not accept Direct Debit Cards or Prepaid Credit Cards.

Cancellation & Changes

Production of your item will begin immediately after we have processed your order.

• What is the cancellation time frame? Since we start production straight away, please let us know up to 12 hours after placing your order that you want to cancel it. Please be adviced that after 12 hours, a 30% restocking fee may be charged.To cancel your order, please contact our customer care team  here.
• How do I get a refund? If you are eligible for a refund, it will be issued to the account you used to make your purchase. once your refund is processed, it may take up to 7 business days to appear on your account.
• To receive a refund for an item you have already received, you will need to return the item and any free gifts you received with it before we can process your refund.
• How can I make a change in my order? We all change our minds, if you wish to change something in your order before it has shipped, you do not need to cancel your order and place a new one. Please contact us and we will gladly assist you.

Returns & Exchanges

If you are not 100 % satisfied with your product, we will be happy to exchange it for something else within 100 days of purchase.

• Exchanges: You must return your original item before we are able to send your new item.
• Please let us know before doing so and send a clear picture of the item.
• If the new item you have chosen has a different monetary value than your original item, you will be sent either a money order or refund, whichever is appropriate.
• Returns: Returns of personalized and Final Sale items are eligible for a partial refund and are subject to 30% Restocking Fee.

Faulty Item

If you think that the item you received is faulty or incomplete, please contact us immediately.

• Please visit our ‘Contact Us’ page, select ‘Inquire about received order’ and proceed the relevant category from the dropdown menu (My item is damaged, There is a mistake in my order/Something is missing, etc.).
• To allow us to assist you quickly, attach a clear image of the faulty item and describe the matter.
• Once a customer care representative has received a clear picture and approved the claim, you will be offered a free replacement item, if the item is within warranty.

At Oak & Luna, our jewelry is made of high-quality materials and stones.

All items are covered by a 12-month warranty, which means we’ll replace or fix any damaged item within 12 months of the time of purchase. All items must be returned before the new item can be reproduced.

THIS WARRANTY DOES NOT COVER:

• Damage, accidental or otherwise, not caused by defect of material or workmanship.
• Damage due to daily wear and tear, scratches, and damage of any accessory-part.
• Water damage to a product not marked “water resistant”.
• Lost or stolen items.

Please contact our Customer Care Team if you have experienced any defect to your item that is covered by our warranty. Please send us your purchase receipt to validate this warranty along with a clear image of the damaged item.

5-Years Extended Solid Gold & Diamond Warranty

You may extend your free 1-year warranty to five years for extra peace of mind. The extended warranty can be purchased when you select your item in the product page.

*This option is applicable for Solid Gold and/or Diamond products only.

Long story short: The chain you select will determine where on your body your name necklace hangs, so be sure to consider the length that is right for you. Our chains run from 35 cm to 89 cm, which means your necklace can hang anywhere from high up on your collarbone to way down on your lower chest.

Once you've decided where you would like the necklace to hang:

• Take a long piece of string and loop it around your neck.
• Close the string at the point on your chest where you want the necklace to hang.
• Open the string and measure it—how many centimeters is it? This is the length you should select for your new necklace.

Please keep in mind that the chain lengths shown on our website do not include the length of the pendant. Most of our pendants run between 2-5 cm, so for example, if you order a name necklace with a 40 cm chain, the total length of the name necklace would be 42 cm - 45 cm, depending on the name and style.

To measure your wrist size, you can follow either of the two simple methods in the images below. Both measurement options will provide you with an accurate measurement.

or

Measure your wrist size with a flexible tape measure just below the wrist bone, where you would normally wear your bracelet.

OR

Wrap a thin strip of paper around your wrist just below the wrist bone. Mark where the paper overlaps on your wrist and measure the strip of paper up until the mark.

Alternatively, scroll down to see our Ring Size Guide:

Product information such as material type, thickness, and measurements, can be found on each individual product page under the "Information" tab. Pendant length varies according to the inscription. Average name plate size ranges from 2 cm-5 cm, or 2 cm-4 cm, for smaller name necklaces.

If you can’t find the information you are looking for, please don't hesitate to contact our Customer Care Team.

Please see the chain style under the

MATERIAL INFO

for each of the jewellery.

Yes, all our precious metals are purchased from government certified vendors and are marked for authenticity. When you receive your personalised jewellery you’ll see that it has a stamp of authenticity on it.

All our silver jewellery is made of 0.925 sterling silver, and all our gold jewellery is made of solid gold, with a purity level that is indicated on the item (9k, 10k, 14k or 18k).

You can find all item-related information on each individual product page under the "Information" tab.

All our products are 100% nickel-free, except for items made of white gold.

We recommend specially requesting double thickness for customized pieces with 13 characters or more. If you would like a name necklace with double thickness but cannot find it in our site, please contact our  Customer Care Team, who will consult with our product design team to see if this special request is possible.

If there is an item in our site that you would like, you will need to contact our Customer Care Team to see if this special request is possible.

We can add most characters to our jewellery as long as they appear on the English keyboard.

All you need to do is place your order with the special character included.

Regarding emojis—although we know they’re popular—unfortunately, we cannot engrave them.

Please note that during busy seasons we cannot accommodate special requests

Yes, you can add a gift box and a personal gift message to every order!

• You can add it while you're in your shopping cart or you can go directly to the product page of the gift box and add it to your cart.
• Your message will be printed on a card and placed in an envelope that will be included with your package
• Your note will be printed in stylish script font, exactly as it is received, including capitalization, punctuation, numbers, spaces and spelling.
• Please make sure to go over the message to make sure everything is correct.
• As long as the order is not packed yet, we are able to make changes to the messages.

We know this is a gift, so don't worry, we won't include the item prices in the packing slip.

Most of our monogram jewellery can include up to three letters only.
If you would like less than 3 initials, you can place your order and leave the extra initials blank.

Although we can include numbers and punctuation marks on monogram pendants, we recommend customizing your necklace with initials only, as the numbers and punctuations cannot be styled using our monogram font.

If you still prefer including a number or punctuation mark, simply include it in the personalization details when placing your order. We’ll contact you if we can’t accommodate your request.

A monogram is typically structured as follows:

• Left initial is your first name
• Center (large) initial is your last name
• Right initial is the middle name

For example, if your name is Nancy Grace Johnson, your monogram would be NJG.

Or, if your name is Jessica Rose Watson, for example, the monogram will be like in the picture below: