Returns & Exchanges

Not quite the one? The right gem is out there, and we’d love to help you find it. 
If the gemstone color isn’t what you expected or sizing feels off, we’d love the chance to make it right with an exchange first. Finding the perfect piece matters to us.

Prefer to return instead? We’ve made it simple.

Domestic Returns

• Returns must be requested within 30 days of delivery

• Return shipping costs are based on the current cost of the return label and are not a flat rate.

• When a customer submits a return through our return portal, the return-label cost is charged when the request is made.

• When Team Luna creates a return on the customer’s behalf, the return-label cost is deducted from the refund after the returned item is received.

• Refunds are issued to the original form of payment

Condition of Returns

Items must be returned:

• Unworn and in original condition

• In original packaging when possible

Purchased Through a Retail Partner?

Returns and exchanges must be handled through the original place of purchase. 
That said, we’re always happy to help with repairs, just reach out via our contact form.

How to Start a Return

1. Visit our returns portal: https://luna-norte.myshopify.com/apps/redo/returns-portal

2. Enter your email or ZIP code

3. Enter your order number (R-) or tracking number

4. Click Start Return

5. Select item(s) and reason

6. Follow the prompts and submit

Once approved, you’ll receive:

• A prepaid return label or

• A QR code (no printer needed)

QR Code Option

• Pack and seal your return

• Bring it to a USPS location

• They’ll print and attach the label for you

Shipping & Fees

• Return shipping costs are based on the current cost of the return label and are not a flat rate.

• Original shipping fees (if any) are non-refundable and may be deducted from your refund

Refund Timing

As soon as your return is received and approved, we’ll process your refund to your original form of payment right away. Please allow 3–5 business days for it to reflect in your account.

Exchanges

If something isn’t quite right, we recommend selecting an exchange in the portal so we can quickly get the right piece on its way.

Repairs

We stand behind our pieces.
If something needs repair, please submit a request through our contact form and we’ll take care of you.

International Orders

If there’s an issue with your order, please contact us within 30 days of delivery and we’ll review your request. EU and UK customers, please read below.

EU Consumer Right of Withdrawal

Please note: Luna Norte does not currently ship to EU customers.

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within the applicable statutory period, subject to legal exceptions.

For eligible online purchases, EU customers generally have a 14-day withdrawal period beginning the day after you receive the goods.

To exercise your right of withdrawal:

Select the link below, or use the “Withdraw from contract here” option available in our website footer during the applicable withdrawal period.

Initiate Right of Withdrawal now — EU customers only

After submitting your request, you will receive confirmation of your withdrawal request by email.

If you need assistance, you may also contact our customer service team.

The withdrawal option is available to customers located in EU countries. If you believe you should have access to this option and cannot locate it, please contact our customer service team.

EU withdrawal returns

If you exercise your right of withdrawal, you are responsible for return shipping costs unless the item is defective, incorrect, or applicable law requires otherwise.

Returned items must be sent back within the applicable legal timeframe and in accordance with applicable consumer protection requirements.

Refunds

We will refund eligible amounts, including the original standard delivery cost where required by law. Additional costs for upgraded or expedited shipping are not refundable where permitted by law.

Refunds will be issued without undue delay and generally within 14 days after we receive the returned goods or receive acceptable proof that the goods have been returned, using the original payment method.

Exceptions

The right of withdrawal does not apply where excluded by applicable law, including certain personalized, custom-made, or otherwise legally exempt products.

UK Consumer Cancellation Rights

If you are a consumer located in the United Kingdom, you may have the legal right to cancel eligible online purchases under the UK Consumer Contracts Regulations.

Eligible online purchases generally include a 14-day cancellation period beginning the day after receipt of the goods, subject to legal exceptions.

To exercise your rights, please contact our customer service team or use the returns process available through the returns portal.

Please use the UK returns process rather than the EU withdrawal option.

UK returns

If you cancel under your statutory cancellation rights, return shipping costs are your responsibility where this was disclosed before purchase.

This does not affect your statutory rights if an item is defective, incorrect, or otherwise covered by applicable consumer protection laws.

Refunds

We will refund eligible amounts, including the original standard delivery cost where required by law. Additional costs for upgraded or expedited shipping are not refundable where permitted by law.

Refunds will be issued without undue delay and generally within 14 days after we receive the returned goods or acceptable proof that the goods have been returned, using the original payment method.

Return Shipping & Refunds

Unless otherwise required by applicable consumer protection laws, customers are responsible for return shipping costs when exercising statutory withdrawal or cancellation rights where this responsibility was disclosed before purchase.

Refunds will be processed according to applicable consumer protection laws after the returned item is received, or after acceptable proof of return is provided where required.

A Note from Us

We reserve the right to deny returns that don’t meet our policy, but truly, we’re here for you.
If something feels off, reach out, we got you.

We hope to see you again soon

From one gem to another, The Luna Norte Team