Returns & Repairs

Return Window

Eligible merchandise may be returned when:

• the return request is submitted within 14 calendar days of confirmed delivery;
• LunaLing approves the request and issues return instructions or an RMA reference;
• the package is handed to the return carrier within 3 calendar days after approval; and
• the item meets all eligibility conditions below.

Return Eligibility

To qualify for a return, the item must be unworn, unused, unaltered, and in its original condition and packaging. For necklaces and bracelets supplied with a Return Eligibility Seal, the seal must remain attached and intact.

Natural variation in the color, tone, luster, texture, pattern, shape, or inclusions of gemstones and freshwater pearls is part of the material and is not, by itself, considered a defect.

Returns sent without prior approval may be refused or returned to the sender.

Size Exchanges

Standard-size pieces may be exchanged subject to approval and availability. The customer is responsible for both the cost of returning the original item and the cost of shipping the replacement size. A replacement that must be made to order will have a new processing timeline.

Final Sale

The following items are final sale and are not eligible for a change-of-mind return or exchange:

• earrings, for hygiene reasons; and
• any piece ordered with a customer-selected personalized engraved silver tag.

A standard LunaLing brand tag is not considered personalization and does not, by itself, make an otherwise eligible item final sale.

Final-sale status does not apply when an item arrives damaged, defective, incomplete, incorrect, or materially different from the approved order.

How to Start a Return

Email hello@thelunaling.com with:

• your order number;
• the item you wish to return;
• the reason for the request; and
• photographs when the item is damaged, incorrect, incomplete, or the Return Eligibility Seal arrived detached or damaged.

After approval, LunaLing will provide the return address and RMA reference. Do not send a return to any address shown on the original shipment unless LunaLing specifically instructs you to do so.

Return Shipping

For an eligible non-quality return, the customer is responsible for purchasing a trackable return shipping label and paying only the return leg to the approved return location. LunaLing does not currently provide a prepaid return label for voluntary returns. LunaLing does not deduct a hidden original outbound standard-shipping charge or fixed restocking fee from a standard approved return.

Please keep the shipping receipt and tracking number until the return is complete. A refund cannot be processed until the return is received and inspected. Shipping insurance is recommended for high-value returns.

Refund Processing

Approved refunds are issued to the original payment method after the returned item has been received and inspected. LunaLing aims to initiate an approved refund within 5 business days after inspection. Your financial institution may require additional time to post the refund.

For an eligible voluntary return, the customer pays only the return shipping leg. LunaLing does not deduct a hidden original outbound standard-shipping charge, import duty, warehouse fee, or fixed restocking fee from a standard approved return.

Email checklist

Email hello@thelunaling.com. Suggested subject: Return request — Order #[number].

Please include:

• Name and order number
• Item name and reason for the return
• Clear photographs for damage, an incorrect or incomplete order, or a damaged or detached seal

Damaged, Defective, Incorrect, or Incomplete Orders

Contact hello@thelunaling.com within 48 calendar hours of confirmed delivery and include clear photographs of the item, packaging, shipping package, and any relevant seal or tag.

Return-seal and final-sale restrictions do not prevent review of a verified quality issue, shipping damage, missing component, incorrect item, incorrect size, or engraving error made by LunaLing or its fulfillment partner. After review, LunaLing may arrange a repair, replacement, or refund and will cover reasonable return and replacement shipping costs, as applicable, when the issue is LunaLing’s responsibility.

Refused, Unclaimed, Undeliverable, or Incorrectly Addressed Shipments

If a shipment is refused, left unclaimed, or returned because of an incorrect or incomplete customer-provided address, documented carrier, return, address-correction, redelivery, customs, or recovery costs may be deducted from any otherwise eligible refund.

LunaLing does not charge a fixed restocking percentage. Any deduction must reflect an actual documented cost connected to the order.

Marked Delivered but Not Received

If tracking shows delivered but the package cannot be located, please first check the delivery area, household members, neighbors, building management, mailroom, and carrier notices, then contact LunaLing promptly.

LunaLing will assist with a carrier inquiry. A replacement may be offered on a case-by-case basis after reviewing the tracking record, delivery evidence, address information, and circumstances. Replacement is not automatic.

Six-Month Repair Support

LunaLing offers one repair with the repair labor fee waived within 6 months of confirmed delivery for pieces purchased directly from LunaLing.

How It Works

Email hello@thelunaling.com with your name, order number, shipping address, a description of the issue, and clear photographs of the piece.

LunaLing will assess whether the piece can be repaired and provide an estimated timeline. Any required material cost and round-trip shipping cost will be quoted in advance. Work begins only after the customer approves the quote.

The one-time labor waiver does not guarantee that every piece can be repaired. Repair availability depends on the condition of the piece, the repair required, and the availability of compatible natural materials and components.

What Is Not Included in the Labor Waiver

The repair program does not cover loss of the item, normal wear, accidental damage, improper handling, pulling, impact, exposure to chemicals or moisture, unauthorized alteration, or natural variation in gemstones and freshwater pearls.

An item that arrives damaged, defective, incorrect, or incomplete is handled under the order-issue process above and is not treated as use of the customer’s one-time repair labor waiver.

Personalized and final-sale pieces remain eligible for issue review and repair assessment even though they are not eligible for change-of-mind returns.

Email checklist

Email hello@thelunaling.com. Suggested subject: Repair request — Order #[number].

Please include:

• Name, order number, and shipping address
• Item name and description of the repair issue
• Clear photographs of the piece and affected area

Order Changes & Cancellations

Cancellation or order-change requests may be submitted within 12 hours of purchase by emailing hello@thelunaling.com with the order number and requested change.

Because each piece is made to order, a request is not considered approved until LunaLing confirms it in writing. Once production or dispatch preparation has begun, an order may no longer be changed or canceled.

Personalized engraving should be reviewed carefully before purchase. LunaLing is not responsible for customer-provided spelling, date, symbol, or formatting errors that were reproduced as submitted.

Email checklist

Email hello@thelunaling.com. Suggested subject: Order change / cancellation — Order #[number].

Please include:

• Name and order number
• The exact change requested, or a clear cancellation request