Received Item Issues

We are sorry to hear that your order is damaged!

We are happy to assist you with any issues, but first our customer service team are obliged to receive a picture from you in order to help you.

Please contact our Customer Service Team with:

• Your Order ID number
• A picture of the damaged item
• The item's name and item ID

When contacting us, please select one of the options shown below:

                  

Please select the correct damaged part of your necklace so that we can treat your specific problem.

It is required to send a picture of the damaged item for us to determine how to proceed.

We'll get back to you as soon as we can to offer a replacement item according to our warranty policy.
Please note to check your email to see if you've received a response from us within a few hours.

Cancellation & Changes

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

• What is the cancellation time frame? 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, we are only able to offer you store credit as a refund option. We also offer the exchange option.
• 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 decide you would like to change your order 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 60 days of purchase. Personalized items can only be exchanged for a new item or store credit.

• 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.

Damaged Item

If your item has arrived damaged or incomplete, please contact us immediately. As long as your item is under warranty, we will exchange your item for a new one.

• How do I exchange my damaged item? Please, visit our ‘Contact Us’ page, select ‘Inquire about received order’ and proceed to the relevant category from the dropdown menu (My item is damaged, There is a mistake in my order/Something is missing, etc.).
• Attach a clear image of the damaged item and describe the matter.
• Once a customer care representative has received a clear picture and approved your claim, you will be offered a free reorder (for items within the warranty).
• How do I get a refund for a damaged item? You can return non-personalized items for a full refund within 30 days of delivery. Personalized items are one-of-a-kind, and those returns will incur a 30% restocking fee.

If the chain length you received is different to the one you ordered, we’ll gladly send you a new chain which you can easily replace by yourself with a set of pliers.

If you ordered the wrong chain length and would prefer a new chain, please contact our Customer Service Team and we’ll gladly ship a new chain to you, at no extra charge.

 

Gold

If your chain is solid gold please consult our Customer Service Team for further instructions.

Did you misjudge your ring size? No problem! You have 60 days from delivery to get your ring resized for FREE!Please consult our Ring fit guide to determine your correct size, then contact our Customer Care Team to coordinate sending your ring back for adjustments.

If you receive a wrong item in your order, please let us know as soon as possible so that we can sort it out straight away.

Start by checking your order details to ensure that the order was placed correctly with the personalization that you chose. Then contact our Customer Service Team with your order number and a photo of the incorrect item. We’ll send you a replacement as quickly as we can.

We're sorry to hear that an item is missing!

We ask that you please check your Order Confirmation to make sure that the details are correct and as you ordered.

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels, each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.

If an item is missing, please contact our Customer Service Team with your order number, the name of the missing item, and a link to the item webpage if you have it. We will resolve this issue for you as quickly as we can.

We are happy to offer you to exchange the item for another, but first kindly send us a picture of the item you’ve received in order to make sure the item matches our quality standards, and that the details are as described on site.

When contacting us, please make sure to include the following details so that we can assist you in the best possible way:

• Your Order ID number
• A picture of the item you received
• Feedback on the item
• Link to the item that you would like to exchange to

Please select the option shown below on the contact us form:

           

If the mistake is ours, we are happy to rectify our mistake and to offer a free replacement item for you with the correct inscription.
When contacting us, please make sure to add the following details so that we can assist you in the best possible way:

• Your Order ID number 
• A picture of the item you received
• The correct inscription

Please select the option shown below on the contact us form:

           

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.

Jewelry Care Plan

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.