FAQ

Question 1

Do you accept custom orders?

Answer

We welcome custom orders! If you have something in mind but cannot find it in our collections, please contact us to discuss your project. Do you have a crystal you would love to wear? We can wrap that too! Find our custom listing online for more information. We do not accept custom orders for designs that are not our own. Remember to allow for 14 days creation time, plus the postage time frame on all custom orders. Note: The Client agrees to pay a 50% retainer of the quoted amount to commence any design project, with the balance payable prior to delivery. In the case of a change of mind by The Client this retainer is non-refundable.

Question 2

Do you offer wholesale or collaboration opportunities?

Answer

We would love to collaborate with entrepreneurs and small business owners where branding aligns with Earthen de Luna’s aesthetics, values and ethics. Wholesale options are available on request. Minimum wholesale purchase amounts apply. AESTHETICS, VALUES & ETHICS
- bohemian luxe
- contemporary & whimsical
- creative & timeless
- free spirited beautiful souls
- handmade local artisans
- natural and organic
- sustainable, ethical, cruelty free
- plastic and animal free
- Australian made
Please contact Sarah directly to discuss further: hello@earthendeluna.com.au

Question 3

What else can you tell me about the trinkets?

Answer

All our items are one of a kind due to the use of natural resources. We only use earth-made natural stones (with the exception of the beautiful Aqua Aura, a human-enhanced Quartz crystal), all handpicked based on intuition and energy then delicately hand wire-wrapped. Our crystals are all ethically sourced from reputable Australian based companies. All our crystals are cleansed from any negative energies and charged from the full moon. We create our pieces using a range of tarnitsh-resistant silver, gold, rose gold, coated brass wires. Some wire finishes may tarnish over time.

Question 4

Are your crystal meanings accurate?

Answer

All our crystal meaning descriptions have been sourced and abbreviated from the very knowledgeable Judy Hall

Question 5

Do you have a studio I can visit?

Answer

No and yes. Essentially we are an online boutique, but we do have mini displays of our trinkets in several shop spaces around Hervey Bay! We do attend some local markets and expos so keep an eye on our socials for updates on where we will be next! Visits to our private home studio may be accepted via appointment only, please email Sarah for more information: hello@earthendeluna.com.au

Question 6

How long will my order take to arrive?

Answer

Once we have received your product order we aim to process and dispatch within 2-5 business days or sooner when possible. Crowns, bridal attire/party bundles and custom designs require a minimum 14 day creation process timeframe. Australia Post’s delivery timeframes are additional to the above-mentioned timeframes. pending your chosen method. Covid-19 has been causing delivery delays which are unfortunately out of our control.

Question 7

How much does postage cost?

Answer

FREE FLAT RATE SHIPPING to Australian Domestic 3-5 business days (regional & rural area may take longer) Delivery time-frames are estimates only and subject to AusPost services. All items must be in the same order, delivering to the one address only to qualify for free shipping. Australia Post helps us to identify errors entered incorrectly within your postal address, whether it be incomplete or doesn’t follow the format used, we may make minor adjustments to help ensure smooth delivery. For example, abbreviating a state name from 'Queensland' to 'QLD', fixing a typo or ensuring your suburb name matches your postcode.

Question 8

What currency are the prices listed as?

Answer

Prices are in Australian dollars and are subject to change without notice. Payment can be made by PayPal, secure online credit card processing, internet banking transfer or cash in hand, if collecting.

Question 9

My trinket isn’t the same as the one pictured, why?

Answer

Trinkets shown in the images are an example only of what you will receive unless stated otherwise. The beauty of natural crystals is that they are all unique so no two crystals will ever be the same. Your trinkets will have its own personality and will vary slightly to the ones shown. All this adds to their natural beauty and character - Perfectly imperfect!

Question 10

I’ve changed my mind, can I exchange?

Answer

Exchanges are not offered due to the unique nature of our items and one-off unique pieces. If you have had a change of mind on an item you can apply to return as per the below instructions, then re-order the correct item online. Change of mind returns are permitted up to seven days from date of delivery. All items must be in their original condition and unworn/unused with all tags and packaging in tact. All items returned must be in re-sellable condition. Unfortunately, earrings are non-refundable/returnable due to hygiene reasons.

Question 11

My item has arrived faulty, what happens now?

Answer

Faulty items can be returned within seven days with proof of purchase. Please check over your items as soon as you receive them, keeping in mind that natural crystals/stones have their own unique personalities/imperfections, no two stones are the same. Their rough shape/size/colour/texture/inclusions etc are not considered as a fault. Reasonable care must have been taken with the jewellery and crystals. Returns will not be accepted for damage caused by neglect/failing to comply with care instructions provided on our website and care card delivered with purchase.

Question 12

Can I cancel my order?

Answer

We do not accept cancellations once ordered. All orders made are final and will be posted out as advised. If you choose to return you will need to follow the above change of mind return instructions.

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