Product Care and Materials

Are your stones genuine?

Yes, we take gem selection and sourcing personally and offer a wide array of the finest genuine stones. We have an in-house gemologist and only purchase from reputable sources.

Where are your materials sourced?

Our stones are sourced from all around the world! Our components are sourced from both India and China, and most of our stones are hand faceted in India. We assemble many of our items by hand in our San Diego, CA studio.

What materials do you use?

Most of our jewelry is sterling silver, 14k gold plated sterling silver, 14k gold plated brass, or sterling silver plated brass. None of our products contain nickel. You can find additional information about specific styles under each product description.

How do I take care of my jewelry?

Jewelry is delicate. Please remove from packaging with love and care. To keep jewelry looking its best, apply cosmetics and lotions before wearing. We recommend taking off your jewelry before swimming, bathing or exercising. To keep from tarnishing, store in a jewelry box away from moisture and sunlight. Please avoid contact with household or jewelry cleaners.

Do you have a repair service?

If your piece needs a little more TLC please request a repair via our contact form here and someone will assist you.

Shipping

What are my shipping options?

We offer free standard shipping for all U.S. orders over $50

• Standard Shipping (7-10 business days): $7.00
• Priority Shipping (3-5 business days): $15.00
• International Shipping via DHL Express or DHL eCommerce Parcel Direct (delivery time varies).
• Price calculated at checkout.
• We are currently shipping to Canada, UK, and most EU Nations (except Ireland and Portugal). Last Updated 9/10/2023
• Please note: DHL requires recipients to sign for International deliveries.

*The above delivery timeline does not include weekends, holidays and any unforeseeable delays on the courier’s end (weather, volume, traffic, etc). For orders outside the U.S. shipping times may vary based on location.

Can I track my order?

You will receive tracking information via email as soon as it is made available. You can also track your via your account. If you are using the Shop app, you should also find your order and tracking information there.

Returns & Exchanges

What is your return and exchange policy?

U.S. RETURNS

Returns must be requested within 30 days of receipt. 
Please note that sale items marked as "Last Chance" or "Final Sale" are not eligible for refunds or exchanges.

To Submit a Return Request

1. Log in to your account: https://account.lunanorte.co/.

2. In the Email field, enter your email address, and then click Continue.

3. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.

4. Go back to the online store, and then enter a six-digit verification code.

5. Click the order that you want to submit the return for.

6. If your order has more than one item, then select the items that you want to return.

7. Select a return reason and add a note for the store.

8. Click Request return.

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

Still need assistance with your return or exchange?
Contact us here.

Once your return is approved, we will electronically send you a shipping label for you to return the item(s).  Please note, the cost of return shipping will be deducted from your refund amount along with any original shipping fees if applicable. For domestic returns, the flat rate for return shipping is $7, which will be deducted from your refund.

Once your return is processed, a refund in the form of the original payment will be issued within 3-5 business days. 

We reserve the right to deny any unreasonable returns, exchanges or repairs but we are here for you! If you are not completely satisfied with your order, please reach out! We got you.

Repair Request

Returns must be requested within 30 days of receipt. Once your return is processed, a refund in the form of the original payment will be issued within 3-5 business days. We reserve the right to deny any unreasonable returns, exchanges or repairs but we are here for you! If you are not completely satisfied with your order, please reach out! We got you!

INTERNATIONAL REQUESTS

For all International customer service requests, please email us at customersupport@lunanorte.co

Due to the high cost of return shipping we do not accept returns or exchanges on international orders. Refunds must be requested within 30 days of receipt.

We reserve the right to deny any unreasonable refund requests.

When will I receive my refund?

Once your return is processed, a refund in the form of the original payment will be issued for the merchandise amount. Please allow 5-7 business days for the refund to post to your account. Shipping charges will not be refunded.

Payments

What payment methods are accepted?

All major credit cards as well as ShopPay, PayPal, Apple Pay, Google Pay, and MetaPay.

I have multiple promo codes, can I use them all towards the same purchase?

Only one promo code can be used per purchase. Some promo codes may only be used once unless otherwise specified. If you’re having troubles using your promo code, please email us at customersupport@lunanorte.co and we can find a solution for you!

Miscellaneous

Where are your stores located?

While we don’t have our own brick and mortar storefront, you can still visit our retail partners to experience our wonders first hand. Find us at a location near you.

I have a store, do you sell your products wholesale?

Yes, we do! If you would like to request a wholesale account, please fill out the form on our inquiries page. If you have any additional wholesale related questions, please contact us at wholesale@lunanorte.co.

Are you hiring?

Check our careers page for current openings. If you see the perfect position for you, please email: careers@lunanorte.com

No phone calls or drop ins please.

Does Luna Norte give back?

Yes we do! At Luna Norte, one of our core values is giving back. We have donated our time, participated in company-wide food drives, and have matched customer’s donations, all in addition to donating to various local and national organizations and schools. Check out our Giving Back page for more information.