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
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.
No refunds will be issued for change of mind returns however a store credit or gift voucher can be issued to the same value of the item(s) purchased (postage fee excluded). The Client is responsible for covering postage costs for all returns.
All change of mind returns must be applied for within seven days of delivery via email to email@example.com. You will need to provide a brief description of your wish to return. Once approved you will be sent a Unique Returns Number. This number must be clearly shown on the outside of the parcel of your return. Please allow up to seven days from us receiving your items for it to be inspected. Once your return has been processed, we will complete store credit or gift voucher. You will receive an email confirmation once completed.
Any items returned to us in a condition that has been worn, used or not in the original/re-sellable condition with tags and packaging, will not be given a store credit and will be returned to you at your own cost.
Custom Orders – Change of Mind Returns
For custom designs - The Client agreed to pay a 50% retainer of the quoted amount to commence their 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.
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.
All returns must be applied for within seven days of delivery via email to firstname.lastname@example.org. You will need to provide a brief description of the fault as well as photos of your item and how it is faulty. Once approved you will be sent a Unique Returns Number. This number must be clearly shown on the outside of the parcel of your return. You must email us with your parcels postal tracking number for your return to be accepted. Please allow up to seven days from us receiving your items for it to be inspected. Once your return has been processed, we will complete your refund or store credit. You will receive an email confirmation once completed.
Please note that some banks can take an additional 7-10 business days to issue refunds once executed on our end. This timeframe is outside of our control.
Return your items to the below address once you have Unique Return Number (URN). Your URN must be clearly written on the front of your return parcel. Returns without an URN or postal tracking number will not be accepted.
We are not liable for loss of products being returned, so we require you to use a traceable delivery method (tracking number) when sending returns back.
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 return instructions.
Amendments to this Policy
Earthen de Luna reserves the right, at our sole discretion, to update, change or replace any part of this Refunds and Remedies Information Policy by posting updates and changes to our website. It is The Clients responsibility to check our website periodically for changes. The Client’s continued use of or access to our website for the Terms of constitutes acceptance of those changes.