Question 1

Do you ship to my country?

Accepted Answer

We currently ship to the UK and parts of EU only. Order today and add elegance to your look with Luna Éclat jewellery.

Question 2

How do I know my ring size?

Accepted Answer

You can find your perfect fit using our Ring Size Guide.

Question 3

How will I know when my order ships?

Accepted Answer

Once your order has been dispatched, you will receive a shipping confirmation email.

Question 4

Can I return my order?

Accepted Answer

Yes — provided you are within the eligible timeframe. For full details, please visit our Returns page.

Question 5

Can I cancel my order after placing it?

Accepted Answer

We may be able to cancel your order if you contact us within 1 hour of placing it. If cancellation is no longer possible, you may still return your order once it arrives.

Question 6

Can I change my delivery address?

Accepted Answer

Yes, we can update your delivery address if you contact us within 1 hour of placing your order. Please reach out via our Contact Page.

Question 7

Where is my order?

Accepted Answer

You will receive:
Order Confirmation Email after purchase.
Shipping Notification Email once your order has been dispatched.

If you cannot find your confirmation email, please check your Spam/Promotions folder. Still missing it? Contact our support team and we’ll resend it.

Question 8

Why is my package delayed?

Accepted Answer

Orders are shipped via Royal Mail. Please note that:
Delays may occur during busy holiday seasons.
Customs clearance, weather conditions, or other external factors may also cause delays.

Unfortunately, delays are outside of our control, so Luna Éclat cannot be held responsible for delays outside our control.

Question 9

Why do I need to pay customs duty? (International Customers)

Accepted Answer

All international orders are shipped DDU (Delivered Duty Unpaid). This means duties and taxes are not included in your purchase price. You are responsible for paying these fees to receive your parcel.

As charges vary by country, we recommend checking with your local customs office for estimated costs before ordering.

Question 10

My package was returned because I didn’t pay customs duty or entered the wrong address. What happens now?

Accepted Answer

It is the customer’s responsibility to:

Pay any applicable customs duties.
Provide an accurate delivery address.

If a package is returned due to unpaid duties or incorrect address details, the shipping cost will be deducted from your refund.

UK
Delivery fee: £3.45 for orders under £50
Free delivery: Orders £50 and above

Parts of EU
Actual shipping cost incurred: £8–£25 depending on size/weight
Free delivery: Orders £100 and above

Refunds will only be processed once the returned package has been received by us.

By placing an order with Luna Éclat Jewellery, you agree to these terms and conditions.

FAQs