FAQ

All of our crystals, gems, and pearls are authentic and are mindfully hand-picked. All Luna & Liv Jewelry is hand made with love and healing intentions.

Gold fill is a great alternative to solid gold jewelry. It is a pressure bonded layer of gold that has 100 more gold than plated and does not tarnish as easily. These characteristics make it a beautiful, durable, and economical alternative to solid gold, that will last years if cared for properly.

All of our silver is made out of .925 genuine sterling silver

Due to the one-of-a-kind nature of crystals, gems, and pearls, exact color patterns may vary slightly from the image shown.

All precious metals will tarnish with wear. The best way to avoid tarnishing is to not wear your jewelry in the shower or while working out, and keep it away from chemicals. It is the customer’s responsibility to clean their own jewelry. It is easy to remove light stains, tarnishing and fingerprints with a little bit of care. Please see “How do I care for my jewelry” in the next paragraph.

Store your jewelry in a dry, air-tight area such as the satin pouch your jewelry arrived in. Clean with mildly sudsy water, rinse well and pat dry with a non-scratching cloth. Polish gently with a jewelry polishing cloth. Take extra care around perspiration, saltwater, chlorine, perfume and lotions, as they can tarnish jewelry faster. 

With proper care, your Luna & Liv Jewelry will last for years. Our jewelry is made from 14k Gold Fill or Sterling Silver (.925). Here are some tips to help keep it beautiful and new looking.

Store/hang your jewelry away from other metals. Exposure to hooks or trays made with base metals will cause jewelry to oxidize. Avoid exposing your jewelry to water. The minerals/chemicals in tap water, pools, saunas, beaches, etc. will cause jewelry to oxidize quickly. It is also a good idea to avoid spraying oils or perfume directly on jewelry. This includes ALL self-tanning products. Remove jewelry before working out or doing other vigorous activities. Remove before sleeping.

Some of our jewelry is soldered, which can expose the base metal core of 14k Gold Fill, or cause the small amount of copper in Sterling Silver material to come to the surface. This will cause a small dark spot to appear at the point of soldering. It can easily be removed with a polishing cloth.

We love a dainty look; this means that we use delicate chains for many of our necklaces. Please take care that the jewelry is not stretched/pulled (children and pets are usually the culprits!) We do understand that mistakes happen, so we offer a jewelry repair service. If your jewelry breaks within 30 days of receiving it, we will repair it at no cost to you. All other jewelry repairs are available at a reasonable cost; if you include your chain to recycle, we will replace your chain at a discounted price plus shipping. Part of this service includes cleaning and polishing.

If your jewelry needs repair, please contact customer service at hello@lunaandliv.com.

Everyone has different sensitivities to metals depending on their body’s chemistry. Literally, everyone is different. We don’t see discoloration that often, but it can occasionally happen. This stain is usually a result of a metal in the jewelry reacting with your skin — or something on your skin, such as hand lotion. In some case it can even be from being anemic or going through a detox.

All custom pieces are made to order by jewelry artisans and take time. Production time is subject to change with high order volume. Our current production time is listed on our Shipping & Returns Page.

NOTE: production time is in addition to shipping time.

Your pieces are handmade with care; they also take time to produce. Production time is exclusive of shipping time. Please refer to our Shipping & Production Page for current time estimates.

US orders are shipped via USPS First Class Mail by default. Upgraded shipping and production times are available at checkout. Please refer to the checkout page for more details. 

For international orders, we ship with DHL and USPS International, depending on the country and region. Shipping times can vary between 1-4 weeks. Once your order arrives in the country of destination, it may be subject to the country’s taxes and/or custom duties. Luna & Liv is not responsible for these fees. It is the responsibility of the customer to be aware of charges that may occur at the time of delivery/pickup for imported goods.

For more details on our shipping policy, refer to our Shipping & Production Page.

You will receive an email including your tracking number when your order leaves our studio.

Your order has a standard production time to make your piece(s), unless you paid for upgraded shipping at checkout. Please refer to your Order Confirmation email for estimated production time. 

*Please note that production time is exclusive of shipping time.

Once your order is shipped out, you will receive an email notification including an updated tracking number. 

Yes we do! Simply enter your PO Box, APO or FPO address in the shipping line when placing the order. 

Import taxes, duties and related customs fees may be charged once the package arrives at the destination country. These duties vary from country to country and are charged depending on the marked "value" of the pieces inside the package.

Luna & Liv is not responsible for these fees. It is the responsibility of the customer to be aware of charges that may occur at the time of delivery/pickup for imported goods.

Not all packages are subject to the duty/custom fee, so we recommend contacting your local customs for information if you have additional questions.

All changes to orders must be made within the first 12 hours after purchase, as we strive to process and start working on each order as soon as possible. 

To change your order, email hello@lunaandliv.com with your first and last name, order number, and what you would like to change.

*Note: We are not able to add items to an existing order.

To change your shipping address, email hello@lunaandliv.com with your first and last name, order number, and the updated shipping address.

If your order has been shipped, we are unable to change the shipping address for you.

If your order was shipped out with USPS, you can reach out to them directly at 1-800-275-8777

For USPS International Support, you can give them a call at 1-800-222-1811

If your order was shipped out with DHL, you can reach out to them at 1-800-225-5345

All order cancellations must be made within the first 12 hours after purchase, as we strive to process and start working on each order as soon as possible. 

To cancel or change your order, email hello@lunaandliv.com with your first and last name, order number, and request a cancellation.

Please note: We are unable to cancel orders that have started production. 

We are absolutely confident in the quality of our products and want you to feel the same way.

In the case where your non-custom piece isn’t quite working out for you, we offer one free* return or exchange for non-custom pieces. Non-custom pieces must be returned/exchanged within 14 days of receiving your piece(s) (based on USPS timestamp date received). To find out more about how to return or exchange your piece on our RETURNS page.

Note: We are currently unable to accept returns on custom or personalized items. 

*One free return or exchange for US orders.

Yes! All Luna & Liv pieces have a 30 day warranty for chain or clasp defects. Email us right away if you are having issues hello@lunaandliv.com and we will make sure you are taken care of!

If your piece breaks outside the 30 day time frame, or are experiencing a different issue, please email us so we can work towards a solution to repair your piece. 

Yes, we do for several retailers!  Email us at wholesale@lunaandliv.com to receive more info.

We love teaming up with influencers and other businesses!  Feel free to email us at hello@lunaandliv.com