Frequently Asked Questions (FAQS)
Please see some of our frequently asked questions below, if your question is not answered here please feel free to get in touch with our team whom will be more than happy to assist you email@example.com
HOW DO I TAKE CARE OF MY JEWELLERY?
To maintain your jewellery at its best condition, regardless of the material, even solid gold and silver, regular upkeep is needed. Jewellery with proper care is unlikely to tarnish for a long time. Avoid contact with cosmetics, perfumes and body products. Moisture, chemicals, chlorine and salt water may damage and tarnish your jewellery overtime. Please also note that one's body chemistry may affect how your jewellery wears, this is due to the fact that some people's perspiration & body oils are can be more acidic than others. This may cause discolouration or oxidisation to your jewellery. To clean your jewellery, please refer to the care instruction below according to the material. When not wearing jewellery, it’s recommended to store them in the pouches provided in a cool place away from sunlight, heat and moisture. Read More.
WHAT MATERIALS ARE YOUR JEWELRY MADE OF?
Gold filled jewellery has a thick layer of solid gold bonded over the base metal, generally 5% of the weight of item is composed of solid gold. Therefore, gold-filled jewellery is more resistant to tarnish but appear to be softer. Gold-filled pieces can still tarnish, but it takes special circumstances for that to happen, like excessive and rough use. To keep gold fill jewellery shiny, keep away from sweat, salt water and harsh chemicals such as detergent, lotions, and perfumes. Take care when wearing during exercise or heavy activity as it could deform easily. To clean gold-filled jewellery, we recommend putting them under water and gently rub them with a soft brush or cotton tip. Gold filled jewellery is suitable for every day wear, just like solid gold, but without the price tag.
Gold vermeil pieces usually contain 0.5-1% of solid gold electroplated to S925 sterling silver base. Gold vermeil is good for fashion jewellery and good for those with sensitivity to nickel, brass or copper present in gold plated jewellery. Gold vermeil jewellery usually display a lighter gold colour because the base metal is silver. Over time it may fade to a beautiful light gold tone. To clean gold vermeil jewellery, we recommend using soft cloth, avoid water, sweat, moisture, lotions and perfume.
Gold plated product is usually suitable for fast fashion jewellery. Hence it’s meant to be more affordable but not as long lasting due to the fact that the gold composition is relatively low. Over time, it will faded and the original colour of the base metal will reappear. To take care of gold plated pieces, avoid water, sweat, moisture, lotions and perfume.
Sterling silver is a material that is prone to tarnish and turn dull over time. However, unlike other base material, this layer of tarnish can be removed. To keep sterling silver at its best condition, keep away from water and harsh chemicals such as detergent, lotions, and perfumes. Grit and dirt may collect on top of your sterling silver jewellery, to clean them, use gentle toothpaste, or mix baking soda and water and wrap jewellery in aluminium foil for 5-10 minutes then gently wipe to reveal a polished
I HAVE SENSITIVE SKIN, HOW DO I CHOOSE MY JEWELLERY?
Most of our jewellery is made from hypoallergenic materials such as sterling silver and gold filled. Gold filled jewellery is much more durable and friendly to sensitive skin as it contains a much thicker layer of gold. Gold vermeil jewellery would be another good option for sensitive skin too as the base material is sterling silver. If you have sensitive skin, we strongly recommend you to double check the individual product page for detailed material breakdown before placing an order.
HOW TO MEASURE MY RING SIZE?
Please refer to our ring size guide
HOW WILL MY ORDER BE PACKED?
To reduce our carbon footprint and work towards making Luna Tales as sustainable as possible, when multiple pieces are purchased in the same order, they will be packed in reusable Luna Tale pouches then in one recyclable mailing box or satchel. If you require your item to be packed separately or gift wrapping, please let us know by leaving a message in the note section when placing your order.
CAN I CHANGE/CANCEL MY ORDER ONCE PLACED?
Order cannot be changed if it has been dispatch or engraved. If you accidentally order the wrong item, please contact us as soon as the order is placed. Once the order is dispatched, we are unable to change it. We try to work on our orders as soon as they are in!
WHAT IF AN ITEM IS SOLD OUT?
Please feel free to email us directly to enquire as to when the item will be available at firstname.lastname@example.org
WHAT’S THE PROCESSING TIME FOR MY ORDER?
Processing time for orders with stock available is 1-3 business day. For pre-order products, please refer to the individual product page for the delivery time frame.
Whilst we understand that you want to adorn in your beautiful new jewellery as soon as possible, we kindly ask for your patience as Australia Post are currently experiencing delays due to the impacts of COVID-19. Until further notice, all parcels delivered by Australia Post will no longer require a signature for delivery.
Your parcel instead will be left in a safe place or taken to your local Post Office for collection for your convenience and peace of mind.
Please allow an additional 5 day delay for deliveries once processed and dispatched.
If you would like more information, our partner, Australia Post will be providing regular updates: https://auspost.com.au/about-us/news-media/important-updates
We thank you for your patience and understanding during these unprecedented times.
WHAT ARE AUSTRALIAN SHIPPING FEES?
AUSTRALIAN STANDARD SHIPPING
- Free Shipping for all orders over $49
- Flat Rate $8.95 for orders under $49
- Express Shipping $11.95
All orders are sent via Australia Post's Regular Service and take 2-7 business days to arrive after dispatch.
If your postal address which you feel to be unsafe, please contact us right after the order has been placed and request a signature on delivery. If your item is delivered to the address you’ve provided and goes missing, we cannot be held accountable for covering the costs.
If you accidentally put down the wrong address, please contact us as soon as the order is placed. Once the order is dispatched, we are unable to change it. We try to work on our orders as soon as they are in!
DO YOU SHIP INTERNATIONALLY?
Yes we do! Shipping is $25 flat rate for all international orders. International customers are responsible for customs & duties within their own country. For more information, we recommend contacting the customs office in your own country. Luna Tales is legally required to declare the full value of the shipments and must include an invoice for customs should they require it.
CAN I TRACK MY ORDER?
Yes, you will receive an email with tracking number once your order has been dispatched through Australia post. You can follow its journey right to your door.
DO YOU OFFER RETURN OR EXCHANGE?
Your purchase can be returned for a credit voucher or refund (excluding postage paid) for all full prices items that are unworn and in original condition. Unfortunately, we are unable to accept returns on earrings due to hygienic reasons. Sale items (marked down in price) cannot be returned unless faulty. All sales for engraved/customised items are final.
If your jewellery matches the above conditions, please contact email@example.com to request for a return. Your request must be received within 14 days from purchase. We do not take responsibility for the return postage unless the item is faulty.
Once your return has been approved, please send the item back using a tracked method within 14 days. All items are inspected by our quality control team before returns are processed. If returns do not meet the inspection and/or meet the returns conditions they will be rejected.
We are not responsible for parcels that are lost or damaged in transit.
Once returns are received, they will be processed within 7 business days.
You can exchange a full priced item within 14 days of purchase for a different size or product. As our pieces are limited, to avoid disappointment, purchasing the new item immediately and following the returns process for a refund is recommended. Please contact us at firstname.lastname@example.org for any enquiries regarding exchange.