Frequently Asked Questions - FAQs
ORDERS
HOW LONG DOES IT TAKE TO PROCESS AN ORDER?
- Please allow 3-5 business days from the time it is placed to when the package is handed to the carrier.
- Orders placed after 12 pm EST are treated as if they came in the next business day.
- Orders are processed and shipped Monday through Friday. We do not ship on weekends or holidays.
- During holidays, our processing time will be increased due to the increased volume of orders.
- A tracking number will be provided when your order has been shipped. Please allow up to 24 hours for the tracking number to be updated.
HOW DO YOU SHIP ORDERS?
All orders are carefully inspected, hand-packaged, and beautifully wrapped in our branded Roc by Luna boxes and/or mailers and sent out in our eco-friendly mailer boxes and/or bubble mailers.
We use the US Postal Service as our main courier.
HOW DO I CHECK MY ORDER STATUS?
You will receive updates via email once your order is received, shipped or any other status. You will receive a tracking number for your order once it ships via email
HOW DO I FIND MY ORDER NUMBER?
You will receive an order confirmation email containing all the details of your purchase to the same email address used to make the purchase. (Be sure to check your spam folder as the emails may have redirected there.) You can find your order number located in that confirmation email.
WHAT IF I NEED TO CANCEL MY ORDER?
We try to fulfill orders very quickly! Please email us at admin@rocbyluna.com and we’ll see what we can do!
CAN I HAVE AN ORDER GIFT WRAPPED?
For any order marked "gift wrap items in this order" at checkout, we will add a complimentary ribbon, use special tissue paper and use a cardboard shipping box. You can also add a complimentary, personal gift message for the perfect finishing touch.
To avoid confusion, only full orders can be sent as gifts to a different address. We cannot split an order into two different shipping addresses.
DO YOU HAVE ANY DISCOUNTS?
The best way to be notified about Roc by Luna's insider information is to sign up for our emails or texts and follow us on social.
I HAVE MULTIPLE DISCOUNT CODES, CAN I USE THEM ALL TOWARDS THE SAME PURCHASE?
Only one promo code can be used per transaction and may only be used once unless otherwise specified.
DO YOU OFFER ENGRAVING?
At this moment we do not offer engraving. We are looking to add this feature in the near future.
SHIPPING
WHERE DO YOU SHIP TO?
We ship within the US and Canada.
We do not ship to PO Boxes or military addresses (APO, FPO, or DPO), mail-forwarding addresses, and temporary residence addresses. This is so that we can ensure the safe delivery and receipt of your order.
DO YOU SHIP OUTSIDE OF THE US?
At this moment we do not. Hopefully we will be shipping outside of the U.S. soon. Sign up for our emails to be updated when we do.
DO YOU OFFER FREE SHIPPING?
Within the US: Free Standard shipping applies to all orders over USD $100 (transit time 3-5 business days) otherwise rates will apply at checkout.
Within Canada: Free Standard shipping applies to orders over USD $150 (transit time 6-12 business days) otherwise rates will apply at checkout.
CAN I CHANGE MY SHIPPING ADDRESS?
We can change your address if you email us at admin@rocbyluna.comwithin 24 hours you place your order. If you message us after, we may be able to change it, but it is not guaranteed as it may have already been shipped out. We try to work on our orders as soon as they are in.
WHAT HAPPENS IF MY PACKAGE IS MISSING, LOST OR STOLEN?
We send all orders via trackable mail. Once the order has been scanned and delivered by the courier it will be considered the sole responsibility and property of the customer.
If an order is marked as delivered but the buyer didn't receive it, it is the buyer's responsibility to contact USPS to find the package. Stolen packages are unfortunate, but Roc by Luna is not responsible for what happens to the package after it leaves our small business, as we have no control over it.
Again, it is the buyer's responsibility to contact USPS and file a missing package claim. At checkout we offer the option to purchase additional insurance if selected by customer.
We are not liable for unanticipated delays due to bad weather conditions or customs clearance procedures.
Please ensure you are providing a reliable and accurate delivery address at checkout.
WHAT IF MY ITEM ARRIVES DAMAGED?
We inspect all merchandise before packing and shipping. In the rare but unfortunate case of your item arriving damaged, please email admin@rocbyluna.com within 24 hours of delivery with an order number and photos of the damaged piece. All damages are determined on a case-by-case basis. And approval of the exchange/return is upon our discretion.
We are not responsible for USPS miss-handling the package, and/or damage caused by the courier.
RETURNS & EXCHANGES
WHAT IS ROC BY LUNA'S RETURN POLICY?
In the unlikely event that you receive a defective item or an item that does not match your order, we are happy to accept returns for eligible items within 14 days.
Shipping fees are non-refundable. You are responsible for the return shipping cost. The return window starts from the day the shipment is delivered.
All below items are non-returnable:
- Earrings for hygiene reasons
- Sale products
- Individual Products in Sets - the products must be returned as a set to be eligible for a store credit
To qualify for a return:
- Items must be in their original condition without signs of wear or damage
- Items returned must be in all original packaging (inserts, box, and pouch included)
WHAT IS ROC BY LUNA'S EXCHANGE POLICY?
In the unlikely event that you receive a defective item or an item that does not match your order, we are happy to accept exchanges for eligible items within 14 days.
Shipping fees are the responsibility of the customer. The return window starts from the day the shipment is delivered.
MISC. FAQs
DO YOU OFFER PRODUCT REPAIRS?
(Maximum 1 Per Order)
If your item becomes damaged within 30 days of delivery, you can send it back and we will have it repaired. We are not responsible for any shipping costs regarding the repairs or replacements. In order to process a repair or replacement we need the receipt or your order confirmation and a photo of the damaged good.
To begin the repair process, please contact our Customer Service team via admin@rocbyluna.com
WHAT IS CONSIDERED WEAR AND TEAR?
Wear and tear describes the general appearance that jewelry develops during its life. Some examples are: If you have had the item for over 30 days and it has now broken like a chain snapping, a broken earring clasp, tarnishing, damage caused by misuse of the product / a fault that was avoidable, loss of the jewelry. Wear and tear can alter the appearance of jewelry significantly.
WHAT IS CONSIDERED A MANUFACTURING DEFECT?
Most manufacturing defects will show up quickly, usually within the first few days of wear as the structure of the jewelry piece is compromised. Manufacturing defects refer to the structure of the jewelry item, like a band separating from the ring head, a clasp that won’t close upon the receival of the order.
WHAT IS CONSIDERED DAMAGE BY MISUSE?
Did your item get damaged due to an accident or misuse of the product? if you tried wearing your bracelet as an anklet, or you threw your necklaces into your jewelry box and they then got tangled for example, are cases where we would not be responsible for the damage of the product, and therefore we would not be able to offer a return on the item.
DOES ROC BY LUNA COVER LOSS OF JEWELRY?
If you lose your item, unfortunately it does not warrant a return or refund.
WHAT IS CONSIDERED TARNISHING?
Gold plated, Sterling silver & stainless steel will naturally tarnish with exposure to the air, environment, perfumes, moisturizers, hairspray, soaps and perspiration. These are obviously a fact of life so regular cleaning will help keep your jewelry sparkling. Tarnishing is a non permanent, chemical change in the surface of metal which darkens and dulls over time.
ARE ROC BY LUNA ITEMS NICKLE FREE?
Our 14k gold, 18K gold, or silver plating is nickel free. However, we do not consider our items nickel free because the base metal can carry traces of nickel.
MY JEWELRY LOOKS LIKE A DIFFERENT COLOR FROM WHAT I ORDERED?
We have made every effort to accurately display the products featured on RocbyLuna.com.
However, the colors we use and the variations of screen color calibration may affect the colors visible to you on said screens.
The images on the website might differ from the products you receive due to photo editing, and/or lighting.
We do not guarantee that what you see accurately portrays the color of each item. Colors are described as accurately as possible.
WHAT IF I'M ALLERGIC TO ONE OF YOUR JEWELRY PIECES?
It is the responsibility of the customer to be aware of any allergies he or she has to metals before making a purchase. Please check the material in description.
Roc by Luna LLC is not responsible for any discomfort or allergic reactions that may occur as a result of wearing jewelry purchased from us.
CAN ROC BY LUNA JEWELRY BE WORN BY CHILDREN?
NO! Our products are crafted with quality materials that may contain small parts that could pose a potential choking hazard.
Jewelry should never be placed in the mouth, and should be placed out of the reach of children or those who are likely to ingest the jewelry or its materials and components. Never leave young children unattended with our products.
By purchasing from Roc by Luna Jewelry, the Customer agrees that the use of Roc by Luna Jewelry is entirely at the customer’s own risk.