Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 

Please return your unworn items to: 

Mysticum Luna
4 High Street
Braithwell
Rotherham
S66 7AL

Please print out and fill in the returns form below. If you don't have a printer available, please write the information required onto a piece of paper. 

You can always contact us for any return question at info@mysticumluna.com.

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.

When returning your items from outside of the UK, you will need to fill out a customs declaration. Please choose 'Returned Goods - No Commercial Value', if we are charged a customs fee to receive your return, this will be deducted from your refund. If exchanging, we will send an invoice for the customs fee which will need to be paid before your exchange is sent out.

Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items), any Earrings or any Lucky Dips. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
If you would like to exchange an item, please let us know in the notes section of the return portal. 

We have a reshipping fee of £3.95 for UK and £10 for overseas. You will receive an invoice for the reshipping fee once we've received and inspected your jewellery.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@mysticumluna.com.