FAQs

💎 Everything you need to know about Lunelle London. From orders to jewelry care.

Q: What materials do you use in your jewellery?
We use high-quality, tarnish-free, and hypoallergenic materials such as stainless steel and premium gold plating. All our pieces are nickel-free and safe for sensitive skin.

Q: Is your jewellery waterproof?
Yes! Our jewellery is water, sweat, and everyday-life proof. You can shower, work out, and go about your day without worrying about tarnishing.

Q: Will the colour fade or change over time?
Our jewellery is made to last, but we recommend removing it when applying perfume, lotion, or harsh chemicals to help maintain its shine for longer.

Ordering

Q: Where can I buy Lunelle London jewellery?
You can shop exclusively on our official website: www.lunellelondon.com

Q: Can I change or cancel my order after placing it?
Please email us immediately at info@lunellelondon.com If your order hasn’t been dispatched yet, we’ll do our best to make changes or cancel it.

Q: When will my order be processed?
All orders are processed within 1–3 business days. Once packed, you’ll receive a confirmation email with your tracking number.

Q: How long will it take to receive my order?

  • UK Orders: Arrive within 7–10 working days after dispatch.
  • International Orders: Currently unavailable (coming soon).

Please note: Delivery times may vary slightly during public holidays or promotional events.

Q: What if I don’t receive my order?
If your order hasn’t arrived within the estimated timeframe, please check your tracking link first. If it still appears delayed or lost, email us at info@lunellelondon.com and we’ll investigate right away.

Shipping & Delivery

Q: Where do you ship to?
We currently ship across the UK only.

Q: How long does shipping take?
UK orders typically arrive within 7-10 working days after dispatch.

Q: How much does shipping cost?
We offer Free UK Shipping on all orders - no minimum spend required.

Q: Do you ship worldwide?
Not yet - we currently ship within the UK only, but we’re working on expanding soon!

Returns & Refunds

Q: What is your return policy?
We accept returns within 14 days of receiving your order. Items must be unworn, in their original packaging, and in perfect condition.
Please note: Custom and personalised jewellery cannot be returned unless faulty or incorrect.

Q: How do I request a return?
Email info@lunellelondon.com with your order number and reason for return. We’ll guide you through the process and provide the return address.

Q: Do I have to pay for return shipping?
Return postage is the customer’s responsibility unless the item is faulty or incorrect.

Q: What if my item arrives defective, incorrect, or damaged?
We’re so sorry! Please contact us at info@lunellelondon.com with your order number and clear photos. We’ll arrange a replacement, refund, or store credit immediately.

Q: When will I receive my refund?
Once we receive and inspect your return, your refund will be processed within 5–7 working days to your original payment method. You’ll receive a confirmation email once it’s complete.

Gift Orders & Packaging

Q: Do you offer gift wrapping or gift notes?
We’re working on it! Stay tuned for our personalised gift message options.

Jewellery Care

Q: How should I take care of my Lunelle London jewellery?
To keep your jewellery shining bright:

  • Store it in a dry place or jewellery pouch
  • Avoid spraying perfume or lotions directly on it
  • Clean gently with a soft cloth after use

Our pieces are made to be durable and water-resistant, but a little care keeps them beautiful for years.

Payments

Q: What payment methods do you accept?
We accept most major payment options, including:

  • Visa
  • Mastercard
  • American Express
  • PayPal
  • Apple Pay
  • Google Pay
  • Klarna (coming soon)

💌 Contact & Support

Q: How can I contact you?
You can reach us anytime at info@lunellelondon.com We aim to respond within 24 - 48 hours (Monday - Friday).

Q: Is there a live chat option?
Yes! You can chat with us directly through the Chat button on our website. Our team is available daily from 9:00 AM to 5:00 PM (UK time) to assist you in real time.

Q: Are you on social media?
Absolutely! Stay connected for styling tips, new drops, and behind-the-scenes inspiration:
📸 Instagram: @Lunelle.London
🎥 TikTok: @lunellelondon🧵 Threads: @lunellelondon