Select from our list of most frequently asked questions, sorted by category below,
or explore them all to learn more about all the great services we offer!
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- Shipping & Delivery
- Returns & Exchanges
- Product Care & Warranty
- Orders & Payments
- Gifting
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Can’t find your answer here? Don’t worry—our customer service team is here to assist you promptly.
Please note: Some inquiries may not receive a response if they are already clearly answered in this FAQ. This system has been put in place to ensure faster responses to other requests that are not covered here.
Shipping & Delivery
What are your shipping options and costs?
We offer Free Standard Shipping on all orders, regardless of the purchase amount.
For enhanced security and expedited handling, we provide a Secure Shipping option for $6.99, which includes priority processing, comprehensive insurance, and detailed tracking updates.
Take a look at our SHIPPING & DELIVERY POLICY to learn more.
For enhanced security and expedited handling, we provide a Secure Shipping option for $6.99, which includes priority processing, comprehensive insurance, and detailed tracking updates.
Take a look at our SHIPPING & DELIVERY POLICY to learn more.
How long will it take to receive my order?
Standard shipping typically takes between 1-3 business days and the delivery time is 5-18 business days (excluding shipping time). With Secure Shipping, your order is prioritized, often reducing delivery time. Please note that delivery times may vary based on your location and external factors.
Do you offer international shipping?
Currently, we ship exclusively within the United States. We are exploring options to expand our shipping destinations in the future.
How is sales tax calculated?
Final sales tax is calculated based on the shipping address zip code where the merchandise is being delivered. To get an estimated sales tax calculation, utilize the Estimated Sales Tax field located in the shopping bag.
Please note: This is an estimated calculation; the amount may change depending on the location (zip code) where the merchandise is shipped.
Please note: This is an estimated calculation; the amount may change depending on the location (zip code) where the merchandise is shipped.
How can I modify or cancel my order?
Once your order has been placed, it is not possible to request a cancellation or modification. This is because the information is immediately validated and transmitted to our warehouse for fast shipping. However, you can still request a refund once you have returned the order after receipt.
How can I track my order?
You can track your package on our tracking page here: Order Tracking.
You will also receive an email—and a text if you choose that option—with your tracking number and estimated delivery date.
You will also receive an email—and a text if you choose that option—with your tracking number and estimated delivery date.
Returns & Exchanges
What is your return policy?
We want you to love your Lueela jewelry. If you're not completely satisfied, we accept returns of unworn items in their original condition within 15 days of delivery for a refund. Please note that custom and made-to-order pieces are non-refundable.
The customer is responsible for sending and returning the parcel. It must be returned to the address indicated in order to proceed with the examination and potential refund of the order.
Learn more with our return policy HERE !.
The customer is responsible for sending and returning the parcel. It must be returned to the address indicated in order to proceed with the examination and potential refund of the order.
Learn more with our return policy HERE !.
How do I initiate a return or exchange?
To start a return or exchange, please contact our customer service team with your order details.
They will provide you with instructions and a return authorization. Ensure that items are securely packaged to prevent damage during transit and that it is in the conditions required for returns.
Note : Return shipping costs are at the customer's expense.
They will provide you with instructions and a return authorization. Ensure that items are securely packaged to prevent damage during transit and that it is in the conditions required for returns.
Note : Return shipping costs are at the customer's expense.
Can I return a custom-made piece?
Due to the personalized nature of custom designs, we cannot accept returns or exchanges on these items. We encourage thorough communication during the design process to ensure your satisfaction.
When will I receive my refund for a return?
There are multiple scenarios for receiving your refund, so please take note of the information in our RETURNS & REFUNDS POLICY !
Wondering how your refund will be processed? Here's how, depending on the method you use:
Credit and Debit Cards: The same account used to make the purchase will be credited.
Payment processor: If you use payment services such as Paypal, GooglePay, AmazonPay, ApplePay... The amount will be credited by the same source used for payment.
e-Gift Card: e-Gift cards cannot be returned (except where required by law). Refunds on returned merchandise purchased with a gift card will be applied to a new e-gift card.
Wondering how your refund will be processed? Here's how, depending on the method you use:
Product Care & Warranty
How should I care for my moonstone jewelry?
Moonstones are delicate gems. To maintain their beauty:
Store them separately to avoid scratches.
Clean with a soft, damp cloth; avoid harsh chemicals.
Remove jewelry before engaging in physical activities or exposure to extreme temperatures.
Please note that the one-year warranty is void if these practices are not followed. We only cover problems related to the production of the jewel.
Learn more on how to take care of your moonstone jewelry with our guide HERE !
Please note that the one-year warranty is void if these practices are not followed. We only cover problems related to the production of the jewel.
Learn more on how to take care of your moonstone jewelry with our guide HERE !
Do you offer a warranty on your products?
Yes, all Luneela jewelry comes with a one-year warranty against manufacturing defects. This does not cover normal wear and tear, accidental damage, or unauthorized repairs.
Can I have my jewelry repaired if it gets damaged?
To ensure a seamless customer service experience and maintain impeccable service quality, we will send you a new part of the product you have in your possession, so you won’t have to wait long for a repair.
Note: The one-year warranty is not extended with the shipment of a new model.
Important: The one-year warranty is void if the jewelry undergoes unauthorized modifications and/or repairs by a third party.
Note: The one-year warranty is not extended with the shipment of a new model.
Important: The one-year warranty is void if the jewelry undergoes unauthorized modifications and/or repairs by a third party.
Orders & Payments
What payment methods do you accept?
We accept major credit cards, including Visa, MasterCard, American Express, and Discover. Payments can also be made via PayPal, GooglePay, ApplePay... for your convenience.
Is your site fully safe and secure?
Our site is hosted on Shopify.Inc and has an SSL security certificate. Therefore, all information relating to pages, content, credit cards and transactions is protected.
You can also see that this certificate is in force thanks to the presence of “HTTPS” in our URL.
So yes, our website is fully safe and secure to ensure the best customer experience.
You can also see that this certificate is in force thanks to the presence of “HTTPS” in our URL.
So yes, our website is fully safe and secure to ensure the best customer experience.
What should I do if my payment doesn’t work?
if your payment isn’t going through, here are a few steps you can try:
Check your payment details – Ensure that your card number, expiration date, and CVV code are entered correctly.
Try a different payment method – We accept major credit cards, PayPal, and other secure payment options.
Contact your bank – Sometimes, banks block online transactions for security reasons. A quick call to your bank may resolve the issue.
Clear your browser cache – Sometimes, stored data can cause errors during checkout. Try refreshing the page or switching to a different browser.
Try again later – If the issue persists, wait a few minutes before trying again or use another payment method.
If you’re still having trouble, feel free to contact our customer support team, and we’ll be happy to assist you.
If you’re still having trouble, feel free to contact our customer support team, and we’ll be happy to assist you.
Can I enter my discount code?
Yes! You can enter your discount code at checkout before finalizing your order. Here’s how:
Add your favorite pieces to your cart.
Proceed to checkout.
Locate the “Discount Code” field.
Enter your promo code and click “Apply” to see the updated price.
⚠️ Important: Only one discount code can be used per order, and some promotions may not be combinable. If your code isn’t working, double-check for typos, expiration dates, or eligibility.
⚠️ Important: Only one discount code can be used per order, and some promotions may not be combinable. If your code isn’t working, double-check for typos, expiration dates, or eligibility.
Gifting
Do you offer gift cards?
Yes, gift cards are available in any value from $25 to $500.
The gift card is an e-card, it can be used anywhere in the world without any problem only on our website.
Also, the gift card can only be sent by email.
The gift card is an e-card, it can be used anywhere in the world without any problem only on our website.
Also, the gift card can only be sent by email.
Is the gift cards nominative?
The gift card is not nominative and can be transferred to a third person.
However, please be careful not to give your gift card codes to anyone with malicious intent. Luneela disclaims all liability that may arise from the use of a gift card not authorized by its purchaser and/or the person intended to receive it.
However, please be careful not to give your gift card codes to anyone with malicious intent. Luneela disclaims all liability that may arise from the use of a gift card not authorized by its purchaser and/or the person intended to receive it.
Does the gift cards have an expiration date?
Yes, the gift card must be used in full 12 months after purchase.
If the time limit is exceeded and you still have an amount left, it will be lost with the gift card.
If the time limit is exceeded and you still have an amount left, it will be lost with the gift card.
Can the gift cards balance be used in instalments?
The balance of the gift card can be used for full or partial payment. The difference must be paid in order to take full advantage of the gift amount if it is not sufficient for your order.