Refund policy

Last updated: 6 October 2026

We want you to love what you ordered. This policy explains what we cover and how to reach us if something isn't right.

Damaged, faulty or wrong items

Always covered. If any piece arrives damaged or faulty, or we sent the wrong item or made an error in your personalization, email us within 30 days of delivery with your order number and a photo. We'll send a free replacement or give you a full refund, and you won't normally need to send it back.

Everyday pieces: 30-day returns

Changed your mind? You can return everyday (non-personalized) pieces within 30 days of delivery for a refund, as long as they are:

  • unworn and undamaged, and
  • in their original packaging.

Return shipping for a change of mind is paid by you, and we recommend a tracked service. Earrings are final sale for hygiene reasons unless they arrive damaged or faulty.

Personalized necklaces

Personalized necklaces are made to order just for you, so we can't accept returns or exchanges for a change of mind. We make each piece exactly as it's entered at checkout, including spelling and capital letters, so please double-check your personalization before ordering.

If we made a mistake, or the necklace arrives damaged or faulty, it's covered as described above.

How to start a return

  1. Email support@lunacarat.com with your order number.
  2. Tell us which piece you're returning and why. For a damaged, faulty or wrong item, attach a photo.
  3. We'll reply with next steps and, if a return is needed, the return address.

Please contact us before sending anything back. Items sent without contacting us first can't be matched to your order.

Refund timing

Approved refunds go back to your original payment method. For change-of-mind returns, we refund once the piece arrives back and we've checked it. Once we issue a refund, it usually appears within 5–10 business days, depending on your bank. We'll email you when it's sent.

Cancellations

Email us within 12 hours of ordering to cancel. Personalized necklaces go into production quickly, and everyday pieces are packed soon after you order, so we can't cancel once production or packing has started. Everyday pieces can still be returned as described above.

Need help?

Nothing in this policy limits your rights under US consumer law. If something's wrong, email support@lunacarat.com and we'll sort it out. We reply within 1–2 business days.