FAQ

Production & Shipping

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.

Order Changes

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. 

Returns & Exchanges

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 60 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 60 day time frame, or are experiencing a different issue, please email us so we can work towards a solution to repair your piece. 

Other Info

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

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