Refund policy

RETURNS 

We hope that you will be happy with your jewellery. Every possible care will be taken to ensure that your jewellery arrives safely, but if there has been damage caused in transit please contact us, sisterlunadesign@gmail.com within 5 calendar days of receiving your order.

If you have changed your mind, then please contact us within 14 calendar days to organise its return and a refund or replacement. You will need to return your jewellery in perfect condition and in its original packaging. You have 14 days from the date you receive your goods to notify us that you have changed your mind.

We will be unable to provide refunds or replacements where damage has been caused by accident, neglect or misuse.

We strongly recommend that you return your jewellery using tracked delivery, and want to emphasise that jewellery is only insured in transit when posted using Royal Mail’s Special Delivery service. Any other delivery method is at your own risk and we will be unable to refund items lost in transit where they are not insured in transit.

Custom orders or commissions (i.e. those made to a requested size not generally listed on the website or with personalisation) may not be eligible for refund or exchange.

DAMAGED ITEMS

If you should receive an item that is defective, damaged or not what you ordered, please contact us within 5 working days and provide an image of the damaged goods. We will help you resolve any issues as quickly as possible by replacing the item and arrange for you to return the faulty item to us by post. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item. We will confirm the return address in writing, once you have contacted us about the fault.

If you suspect a parcel has been damaged in transit, parcels should be opened in the presence of the Courier upon receipt of the goods. This will allow you to verify that the Goods are contained in the parcel are untampered with and undamaged. Should you fail to do this, and subsequently find the Goods are not contained therein, or have been damaged during delivery, we may not be able to claim against the Courier or against our insurers. Accordingly, if you do fail to do this, you agree that you will be solely liable for any such loss or damage and shall waive, release and indemnify us from and against any claims relating thereto, to the fullest extent permitted by applicable law.

All our manufacturing work is covered for up to 6 months from the receipt of your jewellery. Should a fault occur within this timeframe, please contact us with details of the issue and photos of the fault.

We will then require the piece to be sent to us for inspection. If it is determined during the inspection that the damage has been caused by accident, neglect or misuse, here will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred. 
Please note that we are not liable for any other jewellers work. A faulty jewellery item corrected by another jeweller voids our warranty period.

CANCELLATION POLICY

If you wish to cancel an order placed online at www.sister-luna.co.uk that has not yet been dispatched, please email us at sisterlunadesign@gmail.com within 14 calendar days of your order date. Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 14 days to contact us to request a refund, then a further 14 days to return the item to us. The item(s) will need to be returned in perfect, unworn condition and in their original packaging to be eligible for a refund. In this circumstance, please follow the above return instructions. 

Your refund will be processed within 7 calendar days.

The above does not affect your statutory rights.

Purchases exempt from both the refund and exchange policies, unless they are structurally faulty are:
 - Bespoke pieces (commission work)
 - Customised pieces (pieces that have been altered from their original design shown online).