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Refund policy

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

  • $7.00 flat rate return shipping (processed in the return portal)

  • 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: $7 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

Due to high shipping costs, we do not accept returns or exchanges on international orders.

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

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