Returns & Exchanges

We hope you enjoy your Luna Meets Sun jewellery. If your purchase isn’t quite right, here’s how to request a return, refund, or exchange.

Change-of-Mind Returns

For eligible purchases, please contact us within:

14 days of delivery to request a refund.
21 days of delivery to request an exchange or store credit.

Items must be unworn, unused, and in their original condition, with their original packaging. Please include your order number or another proof of purchase.

These timeframes apply to submitting your request. We’ll explain the return arrangements when we respond.

Can I Return Jewellery After Opening the Box?

Opening the box to inspect your jewellery does not, by itself, make it ineligible for a change-of-mind return.

Eligible necklaces, bracelets, and rings must remain unworn, unused, and undamaged, with the original packaging returned alongside them.

Earrings and final-sale items are excluded from change-of-mind returns as explained below, whether their packaging has been opened or not.

These packaging and condition requirements apply only to change-of-mind returns. They do not limit your rights if an item is faulty, incorrectly supplied, damaged on arrival, or does not match its description.

Earrings & Final-Sale Items

We do not accept change-of-mind returns, exchanges, or store-credit requests for:

Earrings, for hygiene reasons, whether opened or unopened.
Items discounted by 30% or more, identified as final sale when purchased.

Other discounted items remain eligible under our standard change-of-mind conditions unless an exclusion was clearly disclosed before purchase.

These exclusions do not affect your rights under applicable consumer law.

How to Request a Return

Visit Contact Us and provide your order number or proof of purchase.
Tell us which item you wish to return and whether you would prefer a refund, exchange, or store credit.
We’ll review your request and provide the return address and instructions.
Package your jewellery securely and include the information requested.

Please contact us before posting your return so we can provide the correct return details. We recommend using a tracked service and retaining your postage receipt.

Exchanges

If you would prefer another design or size, let us know when you contact us. Exchanges depend on stock availability.

We’ll confirm any price difference and delivery charges before proceeding. If your preferred replacement is unavailable, we’ll discuss the options available under this policy.

Return Shipping Costs

For change-of-mind returns, you are responsible for return postage. Original delivery charges are not refundable.

For a confirmed faulty or incorrectly supplied item, we’ll arrange or reimburse reasonable return delivery costs. Please contact us first so we can discuss the appropriate return method.

Refunds

Once we receive and inspect your change-of-mind return, we’ll email you to confirm the outcome.

Approved refunds will be issued to the original payment method. Your bank or payment provider may require additional time for the funds to appear in your account.

If your return does not meet the change-of-mind conditions, we’ll explain why and discuss the next steps with you.

Store Credit

If you choose store credit for an eligible return, we’ll confirm its value and explain how to redeem it, including any applicable terms, before issuing it.

Where you are legally entitled to a refund, you do not have to accept store credit instead.

Faulty, Damaged or Incorrect Items

Please contact us if your jewellery arrives damaged, you receive the wrong item, or you believe a piece is faulty or does not match its description.

To help us review the issue, include:

Your order number or another proof of purchase.
The product name.
A description of the problem.
Clear photographs, where possible.

Keep the item and any packaging you still have while we review your enquiry. Original packaging is not required to raise a faulty-item claim.

We’ll assess the issue and provide the remedy required by applicable consumer law. Depending on the circumstances, this may include a repair, replacement, or refund.

Our change-of-mind deadlines, unworn-condition requirements, and exclusions for earrings and final-sale items do not limit these rights.

Your Consumer Rights

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer law.

Products must meet applicable consumer guarantees, including acceptable quality and matching their description. The appropriate remedy depends on the nature of the problem and the rights that apply.