FAQ
Frequently Asked Questions
How long will my order take to arrive?
Orders are sent using a queue system depending on volume of orders. Packages will typically be dispatched between three business days - a week. Please note that some pieces are made to order so may take longer to dispatch as will not fit into the standard queue system.
Do you offer custom orders?
Yes! If you see any pieces on my website that you would like to alter (for example, a different stone/size or replacing a hook with a mini hoop for stretched ears) or have any enquires about a complete custom piece of jewellery, don't hesitate to contact me through my contact page or email, info@phoebelune.com. I'm more than happy to help create the perfect piece of jewellery made just for you.
Do you use real gemstones?
Yes! All gemstones are real, genuine crystals, quality checked by hand and ethically sourced.
What materials do you use?
All materials used are hypoallergenic, nickel free and suitable for sensitive skin! I use a range of Sterling Silver, Gold Filled and Gold plated metals to bring you high quality yet affordable pieces for powerful beings with sensitive ears.
Do you accept returns?
For hygiene reasons, earring returns are not accepted. For other items such as rings or necklaces, return shipping costs will be covered by the customer and must be made within 14 days of delivery. If you are purchasing a gift for someone, this return period can be flexible but please let us know before ordering or in checkout notes so we can provide this service for you. All items must be returned in their original condition for a refund to be issued.
Do you ship internationally?
Yes we do! However, due to recent laws and changes with GSPR, we are now unable to ship to Europe or Northern Ireland. :(
Where's my order?
Once your order has been shipped you will receive a confirmation email with your tracking number attached. Sometimes these emails may go into your junk inbox so if you can't find anything check in there!
Shipping Policy
Shipping Information
All UK delivery costs include signed for shipping. This way we can make sure everything has arrived safely. For international orders, International Tracking (or your country's equivalent) will be used. We are not responsible for any customs/further fees that may be required after your order has been dispatched.
Orders are sent using a queue system depending on volume of orders. Packages will typically be dispatched between two business days - a week. Please note that some pieces are made to order so may take longer to dispatch as will not fit into the standard queue system.
**** Please be aware that there will be delays in the postal service throughout holiday periods (especially for customers outside of the UK). If you are looking to order items for events throughout November/December, please order a few weeks in advance. Phoebe Lune cannot be held responsible for any postal delays that may occur. ***
Refund Policy
Returns
For hygiene reasons, earring returns are not accepted. For other items such as rings or necklaces, return shipping costs will be covered by the customer and must be made within 14 days of delivery. If you are purchasing a gift for someone, this return period can be flexible but please let us know before ordering or in checkout notes so we can provide this service for you. All items must be returned in their original condition for a refund to be issued.
Please email us at info@phoebelune.com before returning any items so we can provide further details and information.
Refunds
If your order arrives damaged, images reflecting this must be sent to info@phoebelune.com. Please contact us before returning the item and we will deal with it accordingly. If the item is approved for return, Phoebe Lune will cover postage costs and issue a refund.
If your package is lost in transit, please allow 14 days between dispatch and potential delivery. This is the timeframe given by Royal mail before enquiries can be made. If your order has not arrived within this time period (UK customers), please contact us at info@phoebelune.com so we are aware of the delay. Each package comes with a tracking number so will be chased up with Royal Mail once the 14 day mark hits. If your item has been lost, your order will then be refunded to the card used for purchase.