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FAQ

HOW CAN I GET IN CONTACT WITH SOMEONE?

Send us an email: support@lunaalaskajewelry.com 

We will always try to reply to you within 48 hours. Occasionally we may miss your message, and we apologize for this! Please forward the email to us and we will get back to you as soon as possible.

For press, collabs, and model inquiries please send your email to: destiny@lunaalaskajewelry.com

 

WHY HAVEN’T I RECEIVED A CONFIRMATION EMAIL YET?

Confirmation emails should be sent to your email immediately after your purchase. If a few minutes pass and you still have not received your confirmation email, first check your spam box. If you still do not see it, please send us an email letting us know and we can resend it to you immediately! Sometimes there may be an issue on our end, or your email was typed incorrectly.

 

WHEN WILL I GET MY ORDER?

Due to high demand, please allow between 7-10 days for your order to be processed. Please note, this is only an estimate and the actual processing time may fluctuate. Standard U.S. shipping is free, however, you have the option to pay for faster shipping, but please note that your processing time will still be 7-10 days regardless of shipping method. 

 *Processing time applies for all methods of shipping. All time frames provided are estimates as delays may occur. 

+ Due to COVID-19, there have been several delays recently. We are unable to control this one the package is in USPS's hands. All customers should expect to be subjected to these shipping delays prior to making a purchase with Luna Alaska Jewelry. We do our best to help speed up this process in any way possible, but we ultimately cannot control the speed of USPS during the current pandemic. We are not obligated to refund any orders that do not arrive before expected date and we do not guarantee a specific delivery date as this is in control of USPS and their current delivery speed.

Domestic: 3-5 business day delivery (FREE)

Priority Domestic: 2-3 business day delivery

Priority Express Domestic: 1-2 business day delivery

USPS International: 7-21 business day delivery

USPS International Priority: 6-10 business day delivery

 

HOW DO I TRACK MY ORDER?

After our 7-10 processing period, your order will then be shipped. You will receive a shipping confirmation through your email with a link to your USPS tracking information. 

 

CAN I MAKE CHANGES TO MY ORDER?

If you need to make any changes to your order, please contact us immediately at support@lunaalaskajewelry.com. As long as your order has not been shipped yet, we can usually always make changes to your order!

 

WHAT IF MY ITEM COMES DAMAGED OR BREAKS AFTER ARRIVAL?

If your item comes damaged, please contact us immediately with photos of the damage. Also, if your item breaks or tarnishes within 14 days of purchase arrival, please contact us so we can make things right for you. Please keep in mind these occurrences are handled on a case by case basis and we may not be able to assist you if proper jewelry care instructions are not followed carefully. If you are located in the US or Canada, we typically will send a brand new replacement via USPS the day you contact us, however, if you are located internationally we may only be able to offer you a full refund. Please keep in mind this is an estimate and this solution solely depends on your specific location. 

 

CAN I RETURN/EXCHANGE MY ITEM?

All sales are final. All pieces are made to order for you, therefore, we do not accept returns or exchanges or offer refunds under any circumstances at this time. However, we are extremely flexible in replacing damaged items (within our 14-day limited warranty), trading out incorrect sizing, and other issues. Please contact us and we will do everything we can to make things right for you as these occurrences are handled on a case by case basis.

 

WHERE DO YOU SHIP TO?

We ship worldwide! We understand shipping fees are pricier when you are located internationally, but we do our best to keep these fees as low as we can.

* Shipping to Australia is currently not available due to temporary USPS shipping restrictions.

 

WHY AM I BEING CHARGED CUSTOMS DUTIES OR FEES UPON DELIVERY?

Unfortunately, if you’re ordering from outside of the United States, your package may be subject to customs duties/fees as this is a necessary evil of international trade. We wish there were a way around them and we understand the frustration in paying them! We recommend checking with your local laws regarding any taxes or fees you may have to pay once your order arrives. Your local postal service may also require a fee for completion of delivery and we sadly cannot control that. These fees, like customs fees and taxes, are not included in your shipping charges, and we're not able to calculate the amount you may be charged for customs on our end of things as these charges are completely dependent on your country. Luna Alaska Jewelry does not issue any refunds for customs fees, shipping, or the cost of your order should you refuse to pay the customs fees. You are responsible for these payments and we will decline any requests to send a refund for any reason.

 

CAN I CANCEL MY ORDER ONCE IT HAS BEEN PLACED?

We know receiving your items ASAP is super important, so processing begins as soon as possible. For this reason, unfortunately, we are not always able to accommodate any changes. If any corrections, changes, or cancellations need to be made, please contact our team ASAP at support@lunaalaskajewelry.com with your order number and details of the changes/cancellation. We will try our best to get it sorted for you, however, this is not guaranteed. 

 

CAN I CHANGE THE BILLING ADDRESS FOR MY ORDER?

We aren't able to edit billing addresses once an order has been placed, but no worries! As long as your order was successfully placed and the shipping address is correct, your order can still be delivered.

 

MY ORDER HAS AREADY SHIPPED BUT I NEED TO CHANGE MY MAILING ADDRESS.

Unfortunately, once your order has been dispatched we are no longer able to make any adjustments to the order. If your order is returned to us due to an incorrect mailing address, a reshipment fee will apply and/or shipping costs will not be refunded.

 

TRACKING STATES MY PACKAGE HAS BEEN DELIVERED BUT I HAVE NOT RECEIVED IT YET.

Occasionally, USPS tracking information can be inaccurate, and packages are prematurely scanned as delivered. Your order will most likely be delivered within the next couple of business days. In the meantime, get in touch with neighbors and/or your local post office just in case! If your order is still not delivered after 3 business days, please contact us at support@lunaalaskajewelry.com. 

 

HOW DO I CHANGE THE CURRENCY?

Mobile: Scroll to the very bottom of our website to find the currency drop down box.

Desktop: The currency drop down is located in the top left-hand corner.

 

CAN I GET A PRICE ADJUSTMENT?

Unfortunately, we are unable to honor any discount codes or sales for orders that were placed outside of the promotional period. 

We also do not offer price adjustments for any other reasons. 

 

CAN I SHOWER WITH MY JEWELRY?

Please avoid contact with moisture for all jewelry. Apply lotions, sprays and perfumes before putting on jewelry. Take off jewelry before exercise and bed. Keeping your jewelry as dry as possible will help prolong the nature of its color and shine. 

Store your jewelry when dry only. To clean jewelry, gently use a soft cloth to wipe off any residue.  

 

WHAT SIZE SHOULD I ORDER?

Necklaces/chokers: We offer chain lengths of 14”, 16”, 18” and 20”. For most, a 14” chain falls at the middle of the neck, a 16” falls towards the bottom of the neck, an 18” falls right at the collar bone, and a 20” falls just below the collar bone. We do accommodate for half sizes and sizes at 14” and below. However, we do not officially offer a length over 20” on our website. Please email us prior to purchasing if you need a longer chain! For a better feel of how a necklace will fit, please visit any necklace/choker product page for a photo representation.

Rings: Most of our rings are extremely adjustable and made to fit most! Any rings that are not adjustable will have a size chart detailing the exact circumference. 

Bracelets: Our bracelets are available in sizes 6”-9” in length.

Anklets: Our anklets include a 5cm (1.96”) chain extender which makes them made to fit most.