We are confident you will love our products as much as we do. If however you do need to return them please read our policy below.
Standard Returns Policy
If you would like to exchange or return an item purchased from our website, please request to download and complete our exchange and returns form enclosing it with your order in its original condition, along with the original packaging
Refunds can be requested within 14 days of the date of purchase and exchanges within 30 days from the date of purchase. If you choose to exchange your item outside of the 14 day refund policy, a refund will not be offered for the exchanged item unless the product is faulty.
1. Items purchased online can be returned via post or through our showrooms (excluding airports).
Please note, orders paid using PayPal, Interest Free Credit or purchased via an in store devices (Kiosk or Tablet) can only be refunded once received back at our Head Office. Our showrooms will happily take receipt of your items and arrange for them to be securely sent free of charge to our Head Office for processing.
2. If returning directly, we recommend insuring your parcel to protect your goods in transit.
Please send to: Luna Rose, 76 Shelthorpe Road Loughborough Leicestershire LE11 2PF
Unfortunately we cannot accept returns of earrings or cleaning products if the tamper proof packaging has been opened. This is for hygiene reasons and doesn’t affect your statutory rights. We cannot accept items that have been engraved, personalised or altered.
Luna Rose will provide a full refund or exchange should you receive a faulty item or be unsatisfied with an item received on the following conditions:
If any items in your order prove to be faulty, please download a returns form and return the items to Luna Rose.
Our promise to replace the item or refund your money does not apply to faults or damages caused by accident, neglect or misuse.
Please be aware that refunds for purchases made using 3rd party tender types e.g. insurance cards, may not be possible on the same day. If this is the case, our showroom or customer experience teams will advise you and keep you updated with progress.
Except in relation to faulty or incorrectly supplied goods, where your statutory rights are unaffected, personalised goods made to a customer's specifications may not be returned. When your item is a special ordered large item, we do not keep stock of this item and we will raise an order through a supplier direct to you.
Please Note: When processing your return we may need to speak with you before we are able to complete the process. If we are unable to make contact with you within 14 days of receiving your item(s), we will return it to the delivery address linked to the order.
Under the Consumer Contracts Regulations, you have the right to cancel your order with us at any time within 14 days of receiving your goods. In the event we are unable to deliver your order within our standard delivery timescales you are entitled to cancel your order with no penalty.
Should you cancel the contract we will then refund you the price you have paid for the goods, this will not include delivery charge if you have cancelled after your order has been dispatched. Any service not provided by us, such as a special delivery service will not be refunded. You are under a duty to take reasonable care of the goods, which means the goods must be unused.