Frequently Asked Questions

Mysticum Luna is an independent Gothic Stainless Steel Jewellery brand hailing from the Steel City, U.K. Ran by a small team of women who strive to bring their customers high quality Stainless Steel, Gothic Jewellery and homeware with a touch of black magic. Mysticum Luna was born out of a University bedroom in 2014 and since then has grown into a haven for all things dark and twisted! 

Instagram: www.instagram.com/mysticumluna

Facebook: www.facebook.com/mysticumluna

Twitter: www.twitter.com/mysticumluna

Email: info@mysticumluna.com

All of our jewellery is made from Stainless Steel. Stainless Steel is an extremely strong metal which will not stain, scuff, bend or succumb to damage easily. It's also a great metal for people with allergies, precisely why we love it so much!

Unfortunately, complete custom pieces are not a possibility for our business. However, if you'd like to adapt an existing design, i.e. chain length, hoop size, please do not hesitate to ask - info@mysticumluna.com.

Of course! If your order hasn't been marked as shipped, we can cancel your order no problem! If your order has shipped, you will have to return your items in order to receive a refund.

Shipping Policy

We know you're excited to receive your new gothic treasures, and we do our best to get them to you as quickly as possible!

Processing Times

Ready-to-ship items are packed up and on their way within 1-2 business days.

Personalised & custom pieces take a bit more time since they're made just for you—please allow 4-6 weeks for these to be created and shipped.

Shipping & Delivery

We use Royal Mail Tracked48 for all orders, so you can follow your package every step of the way. Estimated delivery times:

UK orders – Usually arrive 2-4 business days after dispatch.

International orders – Typically take 7-21 business days, but this can vary depending on location and customs processing.

Shipping times are estimates and may be affected by busy seasons, customs, or unexpected delays.

Shipping Costs

Shipping rates are calculated at checkout based on your location. We also offer free shipping on orders over £80 if you're in the UK and £120 if you're overseas!

Customs & Duties

For international orders, customs fees, duties, or taxes may apply, and these are the buyer's responsibility. We recommend checking with your local customs office for any potential charges.

Lost, Delayed, or Damaged Packages

We take great care in packing your orders, but once they leave our hands, shipping delays are unfortunately out of our control. If your package is lost or significantly delayed, please reach out at info@mysticumluna.com, and we’ll do our best to help.

If your jewellery arrives damaged, please let us know within 48 hours with photos, and we’ll sort it out!

Order Changes & Address Updates

If you need to update your shipping address, please contact us ASAP. Once an order is processed, we can’t guarantee changes, but we’ll try our best!

From July 2021 all parcels sent to the EU may incur customs and VAT fees, no matter what is the amount of your order. Please keep in mind that we are not responsible for paying them when your parcel arrives to your country.

You may be asked for an additional payment to receive your order if the delivery address of your order is outside of the UK. Please don’t refuse an order if you run into these fees - we won’t be able to refund the cost of shipping it back to us, or the original shipping cost. You can view more information by checking in with your local import offices.

Customers can return their Mysticum Luna products for exchange or refund within 14 days of receipt. If you would like to return or exchange an item, please send your items to:

Mysticum Luna

4 High Street

Braithwell

Rotherham

S66 7AL

Please include the returns form on our returns page.

Unfortunately we cannot refund any earrings or piercing jewellery, this is due to hygiene reasons.

The returned product/products must be in a new, unworn condition.

Unfortunately, shipping costs and import fees will not be covered. Therefore you will only be credited the amount of the product you have bought.

The customer is responsible for the cost of returning the goods. Please obtain a proof of postage for your own records or send your items tracked. We can not be held accountable for returned items that do not make it to us. In the event that your package is lost we can advise you on how to open a claim with Royal Mail.

Above all, we hope that you love your new gothic jewellery, but we understand if you need to return your items.

Items showing defect deemed to be the result of general wear and tear, accidental damage or neglect will not be regarded as faulty. This also applies to crystals that may have inclusions and/or imperfections. Examples of neglect are; instances where jewels/crystals have been caught on other items, been exposed to excessive wear, moisture, chemicals, body lotions etc, or plating has tarnished due to contact with water. Manufacturing faults must be reported to us within 90 days from purchase. Reimbursement or replacements cannot be offered outside of this time.

We DO NOT accept returns or exchanges for any items purchased in a Lucky Dip.

If you are unsure about returning your item, please email info@mysticumluna.com