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FAQs

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How to send a gift directly to someone

I can send the jewellery directly to a gift recipient if you put their address as the delivery address when you checkout. There is no extra charge for this service as the shipping cost is calculated to their address only.

To include a message to the gift recipient include your note in the message box on checkout which will be displayed on the order packing slip.

Giftwrapping

All jewellery is individually presented in a Luna Tide branded gift box.

Shipping

Do you offer free shipping?

Yes! You can get free standard shipping on all AU orders, and free express shipping on AU orders over $150. Discount is automatically applied at checkout.

Where are items shipped from?

All orders are made to order and shipped from Gold Coast, Queensland, Australia. Sometimes we have ready to ship stock of some designs available in the UK & USA and in those cases we'll ship the item from the warehouse closest to you.

How long will my item take to ship?

Most orders are made and send out within 1 business day. If you need your order ASAP please let us know in the message box on checkout and we'll do our best to make and dispatch your jewellery as soon as possible.

Estimated shipping times:

Free standard shipping:

Australia: 1-8 business days

Everywhere Else: 3-21 business days

Express shipping:

1-4 business days

We'll do my best to meet these shipping estimates but can't guarantee them. Actual delivery time will depend on the shipping method you choose.

International parcels may be subject to delays due to customs.

How do I track my order?

If you've opted for tracked shipping you'll receive tracking information via email once your order has dispatched.

Will I get charged customs and import taxes?

All international buyers are responsible for any customs and import taxes that may apply. By law we are required to declare the correct amount on the customs declare form.

How is my order packaged?

We individually present each jewellery item in it's own Luna Tide branded jewellery box along with a fact card about the crystal and jewellery care instructions. The jewellery box is then sealed in a compostable bag to protect it from the elements. For Australian orders we use a recycled cardboard stiff envelope and for international orders we're currently using a bubble wrap mailer but are currently seeking a more environmentally friendly alternative.

Returns & Exchanges

What is the returns policy?

We want you to love your new jewellery, but if you change your mind we gladly accept returns on any item subject to the following conditions:

  • Jewellery must be returned with 30 days of purchase
  • Jewellery must be in original condition (unworn, unused and unwashed in original packaging)
  • Earrings are exempt from being returned for hygiene reasons
  • All sale items and gift cards are final and are exempt from being returned.
How to make a return:

If you'd like to make a return please send us an email to hello@luna-tide.com letting us know you'd wish to make a return. We'll then email you with the return address and shipping instructions to ensure your return is processed as swiftly as possible.

We will let you know when it has returned and when we have processed your refund to your original method of payment. Please be aware postage and packaging is non returnable and it's your responsibility to cover.

Do you offer exchanges for a different size/gemstone?

We will happily replace items if they are defective or damaged on arrival. If you need to exchange it for the same item, send us an email at hello@luna-tide.com

Is there a warranty?

We will happily replace items if they are defective or damaged on arrival, but as all jewellery is delicate we're unable to cover accidental loss, damages or changes in appearance due to normal wear or rough handling.

Jewellery

How do I care for my jewellery?

All jewellery is delicate, so please handle it with care.

Store your jewellery in the box and zip lock back it arrives in. This will protect it against damage, moisture and UV rays (which can affect certain crystals).

To keep your jewellery looking its best please do not get your jewellery wet. Avoid wearing with creams and perfumes and always take off before showering. Jewellery can be cleaned by gently polishing with a dry cloth.

Jewellery care instructions are also included in the box.

Jewellery Information
  • We offer our designs in bronze, stainless steel, sterling silver and 14k gold filled
  • Sterling silver and 14k gold fill jewellery is hypoallergenic
  • All jewellery is lead and nickel free
  • All necklaces, bracelets and anklets are adjustable with a 2-inch long extender chain
What is the difference between plated, sterling silver and gold fill jewellery?
  • Plated jewellery is a thin layer of sterling silver or gold metal plated over a brass metal base. We do not offer plated jewellery currently as find it not as good quality as other alternatives out there.
  • Sterling silver is .925 silver with a .075 copper additive. It is a more affordable version of real silver. Sterling silver is more suitable for people with sensitive skin and is more tarnish resistant than silver plated jewellery.
  • Gold fill is a thick layer of gold that has been bonded over a base metal. It is an affordable alternative to solid gold that is durable, tarnish resistant and wearable for people with sensitive skin. I strongly recommend it over the plated options if you want to wear your jewellery every day.
About the different metals we design jewellery in
  • Bronze:
    Suits all skin tones.
    Bronze jewellery is bronze plated over brass. It is strong, durable and has an antique look and feel to it. The bronze plating may wear off over time exposing the brass base metal, which is a similar colour so as your jewellery ages it will develop a more rustic feel. It isn't suitable for sensitive skin as it isn't hypoallergenic like our other metals.
  • Stainless Steel:
    Suits all skin tones and is hypoallergenic.
    Stainless steel is a dark silver colour but is made from solid, medical grade stainless steel. It is durable, will not tarnish and is low maintenance. It is ideal if you live in a humid climate (as it won't ever tarnish) or you want to wear your jewellery all the time (including in the shower!). It's perfect to wear to the beach, is hypoallergenic, and suits all skin tones.
  • Sterling Silver:
    Suits all skin tones and is hypoallergenic.
    Sterling silver is .925 silver with a .075 copper additive. It is an affordable version of pure silver. Sterling silver is suitable for people with sensitive skin.  Being real silver it will tarnish in humid conditions but it can be cleaned to restore it back to its original quality. It is best suited to those who do not live in a humid climate and who take their jewellery off before showering.
  • 14k Gold Fill:
    Suits warm or dark skin tones and is hypoallergenic.
    Gold filled jewellery is an affordable alternative to solid gold that is durable, tarnish resistant and wearable for people with sensitive skin. It is made with a thick layer of gold that has been bonded over a base metal. The thick layer will never wear off. It will not tarnish.
  • 14k Rose Gold Fill:
    Suits warm skin tones and is hypoallergenic.
    Rose gold filled jewellery is very pretty, durable, tarnish resistant, and wearable for people with sensitive skin. It is made with a thick layer of rose gold (which is a combination of solid gold, silver and copper) that has been bonded over a base metal. The thick layer will never wear off. It will not tarnish.
Are your crystals, gemstones and workplaces ethical?

We use natural, genuine gemstones which are sourced from around the world. Ethically sourcing crystals and gemstones is very complicated as there are so many stages and hands a crystal will pass through from mining to final jewellery production. The part we have control over, where the crystal is turned into jewellery is all ethical as our maker, design and owner Sarah is the only one who hand makes and packages the jewellery at Luna Tide. Within the Luna Tide studio we abide by Australian and European working standards.

We can't tell you that the gemstones are ethically sourced as there is no way of knowing for sure and we would be skeptical of any place claiming that they are as there are so many different elements involved (from environment to human rights angles). All we can say is we always opt for the most ethical option available to us as environment and ethics are also important to us personally.

Is your jewellery suitable for children/babies?

No we do not recommend using any of our jewellery for children or babies as our designs are made using small parts.

Custom requests

Can you make me a custom piece?

We're not able to take on custom requests at this time but all our items are customisable by gemstone and metal so we hope you're able to find what you're looking for. We can also make bracelets and anklets a custom length for you if you let us know the sizes in the message box on checkout.

Can you make the bracelet/anklet the perfect size for me?

I can make it a custom size for you if you let me know the length you'd like it in the message box on checkout. The standard size for bracelets is is 6-inches long with a 2-inch long extender chain (so is adjustable between 6-8 inches wide) and most anklets is 8-inches with a 2-inch long extender chain (so is adjustable between 8-10 inches wide), although some designs are an inch longer for a dangle effect. Please refer to the product description for the measurements for the most accurate information.