FREQUENTLY ASKED QUESTIONS
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?
Under our Jewelry Care Guide you can find a visual step-by-step guide that shows you how to fix a broken jump ring, or how to reattach a fish hook earring. If your piece needs a little more TLC please fill out the Jewelry Repair Form and someone will assist you.
What are my shipping options?
We offer free standard shipping for all U.S. order over $50
- Standard Shipping (7-10 business days): $7.00
- Priority Shipping (3-5 business days): $15.00
- UK Flat Rate Shipping (delivery time varies): $20.00
- Our apologies, but we have temporarily paused shipments to international addresses outside of the United States or the United Kingdom.
*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 and can take up to 30 days.
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?
For all returns and exchanges, please email us at firstname.lastname@example.org and reference your order number.
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!
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.
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 email@example.com and we can find a solution for you!
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 this form. If you have any additional wholesale related questions, please contact us at firstname.lastname@example.org
Are you hiring?
Check our careers page for current openings. If you see the perfect position for you, please email: email@example.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.