Frequently Asked Questions

Order & Shipping

Which countries do you ship to?

We currently ship to the United States and the United Kingdom only.

How long will delivery take? Do you offer free shipping?

Orders are normally dispatched within 1–3 business days after payment. Standard Shipping is estimated at 7–14 business days and is complimentary for orders of US$79 or more. Express Shipping is estimated at 3–7 business days.

Will I have to pay extra duties or taxes?

No. Orders are shipped on a DDP (Delivered Duty Paid) basis, with import duties, taxes, and customs fees prepaid.

Returns & Refunds

Do you accept change-of-mind returns?

Eligible returns may be requested within 14 calendar days after delivery. Items must be unworn and unaltered, with their original packaging, tags, and accessories intact.

What items are non-returnable?

Returns are not accepted for worn, damaged, altered, misused, or customer-cleaned items; items missing packaging or accessories; custom or personalized bracelets except where defective or required by law; or requests submitted after the return window.

How long does a refund take, and who pays return shipping?

For a non-defective return, the customer covers return shipping and related customs costs. For an approved defect or fulfillment error, LUNAVEIL covers reasonable return shipping. Returns are normally inspected within 3–5 business days after arrival, and payment providers may take a further 7–14 business days to post an approved refund.

Product & Sizing

How do I choose the right bracelet size?

Measure the narrowest part of your wrist with a soft tape and use our Size Guide. Add approximately 0.5–1 cm for a looser fit.

Are inclusions and internal fissures in crystals quality defects?

No. Natural inclusions, internal veining or fissures, mineral deposits, and color variation are inherent characteristics of natural crystals.

What is the difference between bead sizes?

6 mm has a delicate profile; 8 mm is classic and versatile; 10 mm looks bolder; and 12 mm or larger creates an oversized statement.

Care & After-Sales

How do I care for my crystal bracelet?

Avoid drops, impact, chemicals, moisture, and prolonged sun exposure. Remove it before bathing, swimming, or heavy sweating, then wipe it with a soft dry cloth and store it separately.

What if the elastic cord becomes loose?

Elastic cord is a wearable component. Inspect it regularly and consider replacement every 6–12 months, or sooner if it becomes loose, frayed, or discolored.

How do I care for pearl and metal accessories?

Keep pearls away from water, sweat, perfume, and skincare products; wipe them gently and store them separately. Protect metal details from moisture and impact, and wipe them dry after wear. Gradual oxidation and plating wear can occur through normal use.

Contact

How can I contact LUNAVEIL?

Email Customer Care at servicelunaveil@outlook.com. Please include your order number when contacting us about an existing order.