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.

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

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 2 hours after placing your order that you want to cancel it. Please be advised that after 2 hours, a 30% restocking fee will be charged. To cancel your order, please contact our customer care team  here.
• 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.

Refund

• 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. Refund can only be processed within 30 days of delivery.
• 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.

Returns & Exchanges

If you are not 100 % satisfied with your product, we will be happy to exchange it for something else within 60 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.
• Refunds: Returns of personalized and Final Sale items are eligible for a partial refund and are subject to 30% Restocking Fee. Refund is only available within 30 days of delivery.

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.
• Refund is only available within 30 days of delivery.

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

All items are covered by a 24-month warranty, which means we’ll replace or fix any damaged item within 2 years 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.

You also have the option of purchasing the Jewelry Care Plan. It allows you to enjoy exclusive services, such as restoring & preserving your jewelry as well as benefit from free returns and more for up to 5 years. This plan is available for purchase when you place your order.

Each product comes at various sizes (can be found in each Product Page).Please check out our Size Guideto determine the size you need.

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, please contact customer service with your request. Include the text/name in the language you want, and the ID/link to the product.

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.