Returns and Cancellations Policy (updated January 2021):
Jewellery chosen from La Luna de Plata’s hand crafted ranges, if returned within 14 days of receipt (and in perfect condition with the original packaging), can be swapped for another piece of the same value, used as part-payment for an item of higher value, or refunded in full.
Under European Law, if goods show evidence of wear or use we are not obliged to offer a full refund.
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).
Jewellery that is commissioned (and not generally for sale) or personalised or bespoke in any way, cannot be refunded or exchanged.
In the unlikely event that any item of Jewellery arrives damaged or faulty please return it within 14 days, and it can be repaired, swapped for another piece of the same value, used as part-payment for an item of higher value, or refunded in full.
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).
We do not accept CANCELLATIONS before or after posting an item (unless you are based in the European Union where we are obliged to do this and your order must be cancelled by you within 14 days of receipt of the item. You must return the items within 14 days of confirming cancellation. Any work done by me, before cancellation by you, and the cost of the materials used to make your item up to the point of cancellation, will not be refunded. Our shop operates in accordance with Trusted Shops advice which can be found here).
EXCEPTION – for legal and hygiene reasons earrings and headbands cannot be cancelled/returned unless they are faulty.
Please e-mail us to tell us if you are returning an item, and give the reasons for the return.
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. All prices are inclusive of VAT.
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.
UK BUYERS (from 1st January 2021):
For UK Buyers there may be potential delays due to customs checks, as we are based in Spain.
From 1st January 2021 orders under £135 will have 20% VAT included in the price and your order will include a VAT receipt; there should be no extra charges (e.g. import duties) for you when the parcel arrives, as we send our jewellery by post, from Spain, and not by courier.
For orders over £135, 20% VAT may be charged to the customer on arrival and there may be a post office handling fee. We understand that there should NOT be a 2% import duty charged to the customer when the item arrives as the product is wholly of EU origin (although we can’t guarantee this!).
If any of these charges occur they are completely out of our control and we cannot refund them.
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.