💎 1. Product & Customization
Q: What kind of jewelry do you offer?
A: We specialize in personalized necklaces, bracelets, and rings made from high-quality 316L medical-grade stainless steel, plated with 18K gold. Every piece is thoughtfully crafted to celebrate meaningful moments.
Q: Can I customize the font, symbol, or language on my item?
A: Yes! We offer several font options, and many products allow for symbols (hearts, infinity signs, etc.) and even non-English characters (such as Arabic, Hebrew, or Chinese). Please check the product page for specific customization features.
Q: How do I provide my custom details?
A: On each product page, there is a section to enter your personalized name(s), birthstones, or engraving details before adding the item to cart. Be sure to double-check your spelling!
Q: Can I preview my design before production?
A: At the moment, we do not offer live previews, but our team carefully reviews each order and adjusts layouts to ensure balance and beauty. For large or special orders, contact us directly for mock-up options.
🛒 2. Ordering & Payment
Q: How do I place an order?
A: Simply select your product, enter the customization info, and proceed to checkout. You'll receive an email confirmation right after your purchase.
Q: What payment methods do you accept?
A: We accept major credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, Google Pay, and more — all processed securely through Shopify Payments.
Q: Can I change or cancel my order?
A: You may request a change or cancellation within 12 hours of placing your order by emailing us at support@lunapersonalized.com. After this period, your item may already be in production and changes may no longer be possible.
🚚 3. Shipping & Delivery
Q: Do you ship internationally?
A: Yes! We ship worldwide. Standard international shipping usually takes 7–15 business days depending on location. Express options are available at checkout.
Q: How long is the processing time for custom orders?
A: Most personalized pieces are handcrafted and shipped within 3–5 business days. Please allow additional time during peak seasons (Valentine’s Day, Mother’s Day, etc.).
Q: Will I get a tracking number?
A: Absolutely. Once your order has shipped, you’ll receive an email with your tracking number. You can use this to follow your package all the way to your door.
Q: What if my package gets delayed or lost?
A: We’re here to help. If your tracking hasn’t updated for over 7 business days, please contact us and we’ll investigate with the shipping carrier immediately.
🔁 4. Returns & Exchanges
Q: Can I return or exchange a personalized item?
A: Because each item is made just for you, we typically do not accept returns or exchanges unless there is a defect or production error. Please contact us within 7 days of receiving your order with photos and order details.
Q: What if I entered the wrong customization?
A: We recommend double-checking all details before placing your order. If a mistake happens, contact us within 12 hours of purchase — we’ll try our best to help.
Q: My item arrived damaged. What should I do?
A: We're so sorry! Please send a photo of the damage along with your order number to support@lunapersonalized.com. We will remake and ship your item at no extra cost.
🧼 5. Jewelry Care & Materials
Q: What materials are your products made from?
A: All LUNA jewelry is crafted from 316L medical-grade stainless steel, plated in 18K gold, rose gold, or silver. Our materials are lead-free, chromium-free, and nickel-free, making them safe for sensitive skin, hypoallergenic, waterproof, and tarnish-resistant — ideal for everyday wear.
Q: Can I wear my jewelry in the shower or while exercising?
A: Yes! Our jewelry is made to be durable and water-resistant. However, for long-term shine, we recommend removing it during intense workouts, sauna use, or when exposed to harsh chemicals like chlorine or perfume.
Q: How do I clean my jewelry?
A: Wipe it gently with a soft, non-abrasive cloth. Avoid chemical cleaners. When not in use, store your piece in a dry, cool place — ideally in the original LUNA pouch or a jewelry box.
📩 6. Customer Support
Q: How can I contact LUNA if I have questions?
A: You can reach our customer care team anytime by emailing us at: support@lunapersonalized.com. We respond to all inquiries within 24 hours (Monday–Friday).
Q: Do you work with influencers or offer wholesale?
A: Yes! We love collaborating with creators and boutiques. Please email us at partnerships@lunapersonalized.com for more information.
🎁 7. Gifts & Packaging
Q: Can I send a personalized item as a gift directly to someone else?
A: Absolutely! You can enter the recipient’s address at checkout. We never include pricing in our packages, making them perfect for surprise gifts.
Q: Do you offer gift wrapping or gift boxes?
A: Yes! You can choose gift packaging during checkout. Our elegant gift box includes a jewelry pouch and optional gift card with your message.
Q: Can I include a personal message in the gift?
A: Of course. Just write your message in the "Add Order Note" section during checkout, and we’ll print it and include it in the package.
🧾 8. Customization & Design Limits
Q: How many letters can I use in a name necklace?
A: Most of our name necklaces support up to 10–12 characters per name. For longer names or special requests, contact us first and we’ll try our best to accommodate.
Q: Can I include emojis or special characters?
A: Most symbols like hearts (♥), stars (★), and infinity (∞) are supported. Emojis or complex icons may not be available. Please message us if you're unsure.
Q: Can I use multiple names on one piece?
A: Yes! We offer multi-name necklaces, bracelets, and rings. Check our “Multiple Name” collection or contact us to create a special design.
⏳ 9. Order Status & Support
Q: I didn’t receive a confirmation email. What should I do?
A: Please check your spam or junk folder. If it’s not there, contact us at support@lunapersonalized.com and we’ll resend it.
Q: How do I know if my order went through?
A: After placing your order, you should see a confirmation page and receive an email. If you were charged but didn’t get a confirmation, reach out to us.
Q: Can I check my order status online?
A: Currently we don’t offer a customer login portal, but you can always email us for a real-time update — just include your name and order number.
🌍 10. Taxes, Customs & Duties
Q: Do I have to pay customs or import duties?
A: Depending on your country’s laws, you may be responsible for VAT, import taxes, or customs fees upon delivery. These charges are not included in our prices and are the buyer’s responsibility.
Q: Do you ship to the EU or UK?
A: Yes, we ship to Europe, including EU countries and the UK. We're actively working to simplify VAT handling for EU customers.
Q: Can I request an invoice for tax or company use?
A: Yes! Please email us after your purchase and we’ll be happy to provide a PDF invoice with your billing details.
🔐 11. Promotions & Discounts
Q: Where can I find promo codes or discounts?
A: Subscribe to our newsletter to receive exclusive offers and early access to new collections. We also post special discounts on our homepage and social media.
Q: Can I use more than one discount code?
A: No, only one discount code can be applied per order.
Q: My promo code isn’t working — what should I do?
A: Please double-check the code’s spelling, expiration date, and applicable products. Still not working? Email us and we’ll assist you right away.
📅 12. Holidays & Peak Season
Q: Should I order early for special occasions?
A: Definitely. During major holidays (Valentine’s Day, Mother’s Day, Christmas), our processing times may extend by a few days due to high volume. We recommend ordering 2–3 weeks in advance.
Q: Do you offer last-minute or express options?
A: Yes, we offer express production and shipping options for select countries. Please contact us before ordering if you’re on a tight schedule.
🧑💻 13. Wholesale, Influencers & Collaborations
Q: Do you offer wholesale pricing?
A: Yes! We welcome wholesale inquiries. Please reach out to: partnerships@lunapersonalized.com with your store name and business info.
Q: I’m an influencer. Can I collaborate with LUNA?
A: We'd love to hear from you! Please send your social media links and ideas to: collab@lunapersonalized.com. Our team reviews all applications personally.