Thank you for shopping with Luna UAE.
Every piece we create is handmade with care using natural freshwater pearls and gemstones.
Because our jewelry is crafted to order, we aim to be transparent about how refunds and returns work on our store.

1. Non-Returnable & Non-Refundable Items

Due to the nature of our products, all sales are final, and we are unable to accept returns or exchanges for:

• Made-to-order or customized pieces
• Handmade jewelry created specifically for your order
• Items featuring natural pearls or gemstones
  (each piece is unique and may vary slightly in color or shape)
• Used or worn items
• Earrings (for hygiene reasons)

This ensures the highest hygiene standards and quality control for every customer.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged or you receive the wrong item, we will gladly:

Replace the item
or
Refund the full amount

Conditions:

• You must contact us within 48 hours of receiving your order
• Include clear photos of:
  • The item
  • The packaging
  • The order number

Please contact us here:
📩 contact@luna-uae.com

3. Order Cancellations

We accept cancellations only if:

• The cancellation request is made before production begins, or
• Within 2 hours of placing the order

Once the piece enters production, we cannot cancel it as each item is made specifically for you.

4. Shipping Issues

If your order is delayed or lost in transit:

We will follow up directly with the courier
We will ensure a resolution is provided

However, refunds cannot be issued once the courier marks the package as “delivered.”

5. Refund Processing Time

If a refund is approved:

• Refunds are processed within 7–14 business days
• Refunds are issued to the original payment method only

6. Contact Us

If you have any questions regarding returns or refunds, feel free to contact us:

📩 contact@luna-uae.com
🌐 www.luna-uae.com

We’re always happy to assist you.