Frequently Asked Questions

Orders & Craftsmanship

Are LUNEORAE pieces made to order?

Yes. Each piece is handmade after your order is placed. We do not keep our jewellery as finished stock, which allows us to carefully assemble and finish every piece for its wearer.

Can the size or length be adjusted?

Many pieces can be adjusted upon request. Please leave your preferred size in the order notes or contact us before ordering so we can confirm what is possible for your chosen design.

Will my piece look exactly like the photographs?

Natural pearls and gemstones vary in colour, shape, texture and surface detail. These variations are part of their character, so every finished piece is subtly unique.

Shipping & Delivery

Where are orders shipped from?

Orders are handmade and dispatched from our production location in China. European orders are delivered by UPS, and tracking is provided after dispatch.

How long will delivery take?

Please allow approximately 1–3 weeks from the date you place your order to delivery. This estimate includes both handcrafting time and international shipping. We recommend ordering well in advance for a specific date, event or gift.

How much is shipping?

Standard shipping to Europe is €10. Shipping is free for European orders over €109.

VAT, Duties & DDP

Will I need to pay import charges?

For EU orders, you are responsible only for the Duties amount clearly displayed at checkout. For a typical single-item order, this is usually a small amount of approximately €3–€4, although the exact amount is calculated at checkout and may vary by product and destination.

VAT is included in the total shown at checkout. LUNEORAE covers any other applicable import charges, customs-clearance fees and carrier handling fees. You should not be asked to pay further import-related charges when your order is delivered.

If a carrier unexpectedly requests an additional payment, please do not pay it before contacting us at hello@luneorae.com.

How are orders above €150 handled?

Orders above €150 are shipped Delivered Duty Paid (DDP). LUNEORAE arranges import clearance and covers the applicable import VAT, customs charges and carrier handling fees, apart from the Duties amount already shown and paid at checkout. There are no additional import-related charges upon delivery.

Do you use IOSS?

Eligible EU orders with an intrinsic value of up to €150 are processed using IOSS where applicable. This helps ensure that VAT and import processing are handled correctly before delivery.

Returns & Exchanges

Can I return an order?

You may request a return within 30 days of receiving your order, subject to our Returns & Exchanges Policy. Please contact us before sending anything back so we can provide the correct return instructions.

Who pays for return shipping?

For a change-of-mind return, the customer is responsible for tracked return shipping to our return address in Budapest, Hungary. If an item is faulty, damaged or incorrect, LUNEORAE covers the necessary return or replacement shipping costs.

Care & Contact

How should I care for my jewellery?

Keep jewellery away from perfume, lotion, hairspray and moisture. Wipe it gently with a soft cloth after wearing and store each piece separately. Please see our Jewelry Care page for more detail.

How can I contact LUNEORAE?

Email us at contact@luneorae.com. We aim to respond within one business day.