Above all, we hope that you love your new gothic jewellery, but we understand if you need to return your items.
At Mysticum Luna, we take pride in providing our customers with high-quality jewellery and exceptional service. We understand that there may be instances where you need to return or exchange a product. To ensure a seamless and satisfactory experience, we have outlined our Returns Policy below:
1. Eligibility for Returns and Exchanges:
You may return or exchange your jewellery within 30 days of the original purchase date.
To be eligible for a return or exchange, the item must be in its original condition, unworn, and with all original packaging.
Custom-made or personalised items may not be eligible for return or exchange unless they are defective or do not meet the specifications outlined in your order.
We cannot refund or exchange earrings or piercing jewellery, due to hygiene reasons.
We DO NOT accept returns or exchanges for any items purchased in a Lucky Dip.
2. How to Initiate a Return or Exchange:
Please return your unworn items to
4 High Street
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.
3. Returning Your Jewellery:
Ensure that your jewellery is securely packaged to prevent any damage during transit.
Include the returns form
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.
4. Inspection and Processing:
Once we receive your return, our team will inspect the item to ensure it meets the eligibility criteria.
Please allow 2-3 business days for us to process your return or exchange request.
Refunds will be issued to the original payment method used for the purchase.
For approved returns, refunds will be processed within 2-3 business days from the date of acceptance.
Shipping and handling charges are non-refundable.
Depending on your financial institution, it may take up to 10 working days for the refund to appear in your account.
If you wish to exchange your jewellery for a different item, please specify on your returns form.
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.
7. Warranty and Repairs:
All our jewellery is covered by a 1 year warranty.
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 moisture, chemicals, body lotions etc.
Manufacturing faults must be reported to us within 90 days from purchase. Reimbursement or replacements cannot be offered outside of this time.
8. Contact Information:
For any questions or assistance with returns, exchanges, or warranty, please reach out to our Customer Service team at firstname.lastname@example.org
This Returns Policy is subject to change without prior notice. Please refer to our website or contact our Customer Service team for the most up-to-date information.