Availability and Delivery – we deliver worldwide by Recorded Delivery, Free postage.
Your Jewellery will be dispatched within 3-5 working days of your order if it is in stock. However, our larger/more expensive pieces will need extra time for us to order the silver/gold and then to make your order. If your jewellery will not be available immediately we will contact you as soon as possible with an estimated delivery time.
– Any questions? You can e-mail me here
Delivery Information to the UK and Europe:
All orders will be sent by recorded post, so you will need to sign for your jewellery when it arrives.
Delivery should take approximately 1-2 weeks to the UK and other parts of Europe, but there are often variables outside of our control, so we are unable to guarantee this (especially during December, and if there is bad weather or holidays, or a pandemic!).
UK BUYERS FROM 1.1.2021. Orders will have 20% VAT included in the price and your order will include a VAT receipt. For orders under £135, there should be no extra charges (e.g. import duties) asked of you, by Royal Mail, when your parcel is delivered. For orders over £135, there may be a post office handling fee on top. If any charges occur we cannot refund them. Apologies!
Delivery Information to the rest of the World:
Delivery should take approximately 14-21 days to the USA/Canada/Australia/New Zealand but there are often variables outside of our control, so we are unable to guarantee this (especially during December, bad weather and holiday periods).
Returns and Cancellations Policy (updated June 2026):
Returns:
If you buy Jewellery from La Luna de Plata’s hand crafted range, and you decide not want to keep it (or it has arrived damaged or faulty), you can return the item to us. Items must be returned within 14 days of receipt (and returned in perfect condition within the original packaging), and can then be swapped for another piece of the same value, used as part-payment for an item of higher value, or refunded in full (or mended and returned to you in the unlikely event it was faulty on arrival).
If goods show evidence of wear or use we are not obliged to offer a full refund.
Jewellery that is commissioned (and not generally for sale) or personalised or bespoke in any way, cannot be refunded or exchanged at all, unless it is faulty (and then we will repair or replace it).
In addition – for legal and hygiene reasons, earrings and headbands cannot be cancelled/returned unless they are faulty.
You, the buyer, must bear the cost of returning goods, and must return the goods using the same postal method as they were sent to you (which is by recorded delivery).
Refunds will be made by La Luna de Plata within 14 days of receipt back of the items (if you pay by Paypal there can be delays with refunds which is beyond our control).
(Our shop operates in accordance with Trusted Shops advice which can be found here).
Please e-mail us to tell us if you are returning an item, and give the reasons for the return.
Cancellations Policy:
For buyers outside of the European Union – You may cancel an order before we start making it and you will be refunded in full. If we have made and posted the item to you and you decide not to keep the item, please follow the Returns policy above.
For buyers from the European Union – under the EU Directive 2011/83 on Consumer Rights, consumers living in the European Union have a ‘right of withdrawal’ to back out of a purchase without giving any reason. The consumer must do this within 14 days from the date the product is received.
Your right to withdraw/cancel must be easy, accessible, and not demand disproportionate effort from you, therefore on the check-out page and the order page there is a ‘Cancellation’ button.
When we receive your cancellation request will confirm receipt of this as soon as it is reasonably practicable to do so.
If you decide to return the product within the 14-day cooling period, you are responsible for the costs of postage and packaging.
There are legal exceptions to this right, so where a jewellery item has been personalised or made to measure at your request, this cancellation right will not apply.
Other terms and conditions:
Prices are in pounds sterling. If you pay by card from outside the UK your credit/debit card company will automatically convert sterling at the current market rate.
CUSTOMS AND IMPORT DUTIES: Packages sent from Spain to any country outside the EU (which includes the United Kingdom from 1st January 2021), may attract customs or import duties when the package arrives. You must pay any additional monies for customs clearance or you will not receive your parcel. We neither have the control over these charges that are levied, nor can we predict what they may be. We cannot refund these charges.
COMPLAINTS: We will endeavour to respond to a complaint within 48 working hours. We are obliged by law to include a link to the official European Commission online dispute resolution platform, which is dedicated to helping consumers and traders resolve their disputes out of court. You can access it here.
Our Privacy & Cookie Policies (GDPR Compliant) – Updated June 2026:
Our website and its owners take a proactive approach to user privacy and ensure the necessary steps are taken to protect the privacy of its users throughout their visiting experience. This website complies with all UK national laws and EU and requirements for user privacy.
Use of cookies
What are cookies?
Cookies are small files saved to the user’s computer’s hard drive that track, save and store information about the user’s interactions and usage of the website. This allows the website, through its server to provide the users with a tailored experience within this website.
What do we use cookies for?
We use anonymous session cookies (short-term cookies that disappear when you close your browser) to help you navigate the website and make the most of the features. In no other context do we use cookies to collect information that identifies you personally
This website also uses tracking software to monitor its visitors to better understand how they use it. This software is provided by Google Analytics which uses cookies to track visitor usage. The software will save a cookie to your computer’s hard drive in order to track and monitor your engagement and usage of the website, but will not store, save or collect personal information.
Should users wish to deny the use and saving of cookies from this website onto their computer’s hard drive, they should take necessary steps within their web browser’s security settings to block all cookies from this website and its external serving vendors.
Personal information
Whilst using our website or services, you may be required to provide personal information (name, email, address, telephone number). We will use this information to administer our website and client database. Further, by providing telephone and email details, you consent to La Luna de Plata contacting you using that method.
We do not use this information to send marketing material (we don’t do marketing!). When you send us your contact details we store this within our own e-mail system so that we are able to respond to you.
We will ensure that all personal information supplied is held securely in accordance with the General Data Protection Regulation (EU) 2016/679, as adopted into law of the United Kingdom in the Data Protection Act 2018. You have the right at any time to request a copy of the personal information we hold on you. Should you wish to receive a copy of this, or would like to be removed from our database, please e-mail us here.
Information collection and use
How do we collect information?
La Luna de Plata collects information in two possible ways:
- When you directly give it to us (“Directly Provided Data”)
When you sign up for our site, purchase our products or communicate with us, you may choose to voluntarily give us certain information – for example, by filling in text boxes or completing registration forms or payment details. All this information requires a direct action by you at that time in order for us to receive it.
To fulfill your jewellery order you must provide me with certain information such as your name, e-mail address, postal address, payment information and the details of the product you are ordering. You may also choose to provide me with additional personal information (for a custom order, for example) if you contact me directly. This information will also be used to settle any disputes and provide customer support, and if necessary to comply with a legal obligation or court order or in connection with a legal claim or if required by tax laws. This information is also used for the purpose of my legitimate interests, if these legitimate interest are not overridden by your rights or interest, such as providing and improving my services .
- When you give us permission to obtain from other accounts (“User Authorised Data”)
Depending on your settings or the privacy policies for other online services, you may give us permission to obtain information from your account with those other services. For example, this can be via social media or by choosing to send us your location data when accessing our website from your smartphone.
Who we share information with?
La Luna de Plata will not sell or rent your personally identifiable information, gathered as a result of any form of contact with us, to anyone.
La Luna de Plata shares your personal information for very limited reasons and in limited circumstances as follows:
- Compliance with laws. We may collect, use, retain, and share your information if we have a good faith and belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce our agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of our clients, or others.
How long do we keep your data for?
La Luna de Plata will not retain your personal information longer than necessary. We will hold onto the information you provide either while your account is in existence, or as needed to be able to provide the Services to you, or (in the case of any contact you may have with our Customer Care team) for as long as is necessary to provide a support-related service. Generally we will keep your data for 2 years.
If legally required or if it is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our Terms and Conditions, we may also retain some of your information for a limited period of time as required, even after it is no longer needed to provide the Services to you.
You can choose how we use your data
We understand that you trust us with your personal information and we are committed to ensuring you can manage the privacy and security of your personal information yourself.
With respect to the information relating to you that ends up in our possession, and recognising that it is your choice to provide us with your personally identifiable information, we commit to giving you the ability to do all of the following:
- You can verify the details you have submitted to La Luna de Plata by contacting us by e-mail here. Our security procedures mean that we may request proof of identity before we reveal information, including your e-mail address and possibly your address.
- You can also contact us by the same method to change, correct, update or delete your personal information controlled by La Luna de Plata regarding your profile at any time. Please note though that, if you have shared any information with others through social media channels, that information may remain visible, even if your account is deleted.
- You can request a readable copy of the personal data we hold on you at any time. To do this, please contact us by e-mail here.
The new right to complain(June 2026)
Background: In accordance with Section 103 of the Data (Use and Access) Act 2025, the Company is required, from 19th June 2026, to allow an individual to submit a data protection related complaint to the Company, if they believe the Company has infringed UK GDPR laws when using their personal data, or the individual has concerns regarding how their personal data is being processed/collected/used/ stored/protected by the Company.
Prior to 19th June 2026, individuals could approach the Information Commissioners Office (ICO) to complain about how the Company handled their personal data. From 19th June 2026, individuals must complain first to the Company before approaching the ICO. www.ico.org.uk/concerns.
The ICO have guidance here – https://ico.org.uk/for-the-public/how-to-make-a-data-protection-complaint/
The new Data Protection Complaints process:
- If you wish to complain to the Company about our use of your personal data, please contact us (you can email La Luna de Plata on lesley@lalunadeplata.co.uk,) and explain your concerns.
- You should provide your full name and contact details and tell us what your complaint is about – e.g. the complaint could be about:
- There was no response or an incomplete response to a Data Subject Access Request made by you;
- There was a data security breach of your personal data;
- The Company is holding inaccurate personal data about you;
- There was inappropriate sharing of your personal data with a third party;
- The Company kept your personal data for longer than is necessary;
- The Company is using your personal data for a different reason than what we originally told you;
- The Company has exceeded the scope of your consent;
- Or another reason.
- Please give full details of the complaint, including any previous communications with the Company and any relevant dates when these actions occurred. Please attach any relevant documents/emails/screenshots.
- Please explain the proposed outcome you require (i.e. what resolution are you seeking?).
- The Company will acknowledge receipt of your complaint within 30 calendar days from the date of receipt and we will investigate your complaint without undue delay, starting the investigation within the 30-day period where possible. We will need to ask for your ID to confirm your identity.
- The Company is required to conduct enquiries that are appropriate to the complaint, but are not required to investigate an excessive complaint or take steps that are unreasonable or disproportionate. The timescale for our investigation will vary depending on the complexity of your complaint.
- We will look at all the relevant facts, speak to any relevant members of staff, make an appropriate level of enquiries (based on the circumstances of each complaint) and we will compare your information to the information we hold about you. If we are unsure what your complaint is about, or what outcome you require, we will ask you for further information.
- We will keep you updated on the progress of the investigation, and if possible, we will give you a timescale for the completion of our investigation, and we will explain if there will be any delays.
- The Company will provide an outcome to the Complainant without any undue delay, which will explain our findings and any action we have taken (or will take).
- If you are unhappy with the outcome, we may provide more detail or clarify our decision. We will tell you that you have the right to complain to the ICO at any point, and provide their contact details.
- The Company will keep a record of the date the complaint was received; our acknowledgement; the conversations and/or documents we uncovered and the actions we took as part of the investigation; and the outcome. This record will be placed on your personnel file, or in another appropriate, secure, file. We need to do this in case the ICO ask for this information in the future.
Please note, we will review how we process and protect data following the GDPR coming into force (25th May 2018). Therefore, changes to our policy may occur at any time.
– Any questions about our Privacy and Cookie Policies? You can e-mail me here