Policies

Thank you for shopping at moonandlola.com! Our customers are very important to us and so we ask that you please review our policies prior to making your purchase.  If you have any questions about our products, please call us at (919) 306-2257 to speak with a customer service representative 8am-5pm EST, Monday through Friday.

Or you can email us anytime at: customerservice@moonandlola.com.

 

Privacy

Moon and Lola is committed to respecting your privacy. We assure you that all personal information submitted to us via moonandlola.com is kept secure and confidential and is not shared with third-party companies. We may contact you via email from time to time to alert you of special sales and promotions. If you wish to be removed from our email list, please contact us at: customerservice@moonandlola.com.

 

Ordering

All orders go into production immediately and cannot be changed or cancelled once the order is submitted. (Please see below for monogram information.)

Custom items ship approximately 4-6 weeks from the time the order is placed.

Non-custom items ship approximately two weeks from the time the order is placed.

All orders are processed and shipped complete.   All items on the order are subject to the longest production time on that order. (i.e. An order with 2 stock items and 2 custom items will ship when all items are complete, which could be 4-6 weeks from the time the order was placed.)

At the time your order is placed you will receive a confirmation email with the order number in the subject line.   The day the order is shipped we will email you a shipping notification, as well as the UPS tracking number.

Payment will be obtained at the time the order is placed.

 

Shipping

Moon and Lola ships all orders via UPS. We highly recommend using the ‘Insured Shipping’ option for orders totaling more than $100. Non-insured orders are only covered up to $100 in the event the package is lost or damaged by the carrier.

Expedited shipping options (2 Day air, etc) apply only to transit time and do not speed up the listed production time of an order.

All shipments going outside of the USA are subject to the duties, customs, handling and other fees. We are not responsible for the reimbursement of any fees assessed at the time of delivery.

Shipments that are ‘returned to sender’ or undeliverable are subject to additional shipping and handling costs.

Every product undergoes careful inspection prior to shipment. Please notify us of any damage within 7 days of receipt and we will arrange for a prompt repair or replacement. 

 

Returns and Exchanges

At Moon and Lola, we take great pride in the quality and craftsmanship of our products. Attention to design, materials and construction are our top priorities.

Custom Items

Please note that all custom items, including personalized metal and acrylic monogram and initial products, as well as all other special-order items are NON-REFUNDABLE and NON-RETURNABLE.

Non-Custom Items

Moon and Lola wants you to be completely satisfied with your purchase.

If you are dissatisfied for any reason you may return the item within 14 days of delivery in exchange for a Moon and Lola credit, or you may exchange the item. Returned items must be in pristine condition with the original packaging and tags.

All returns must have a Service Repair Order Number (SRO) and form issued. Please contact customerservice@moonandlola.com for the SRO number and form.

Moon and Lola will not accept returned items without the proper SRO form or if the merchandise does not meet the criteria listed above.

Upon receipt, we will gladly exchange the item or issue a merchandise credit (minus the cost of shipping).

Please re-pack the merchandise in a manner similar to how we send our orders, such as a corrugated cardboard box or a jewelry box within a bubble mailer.   Do not use an envelope. Moon and Lola is not responsible for damage to returned merchandise due to inadequate packaging.

 

Repairs

It is our desire that you wear and enjoy your Moon and Lola jewelry. All repairs will be assessed on a case-by-case basis and may incur a fee.  

Please contact customerservice@moonandlola.com to obtain a Service Repair Order Number (SRO) and form to include with the item to be repaired.

We offer complimentary repairs on non-custom pieces for up to 90 days from the purchase date. This offer is valid on workmanship only.

Beyond the 90-day period, repairs to non-custom items will incur a fee. We will communicate the cost that will be incurred for the repair, as well as the steps taken to restore the item.

Customers are responsible for covering the shipping costs associated with shipping the item to our studio for repair. Moon and Lola will send the repaired item back at no cost to the customer once the repair is complete. Please allow 3-4 weeks for this process.

Items returned without the SRO cannot be processed and may be returned to sender.

Please re-pack the merchandise in a manner similar to how we send our orders, such as a corrugated cardboard box or a jewelry box within a bubble mailer.   Do not use an envelope. Moon and Lola is not responsible for damage to returned merchandise due to inadequate packaging.

Items Damaged In Transit

Every product undergoes careful inspection prior to shipment. Please notify us of any damage within 7 days of receipt and we will arrange for a prompt repair or replacement. 

 

Jewelry Care

To ensure your continued enjoyment of your Moon and Lola jewelry it must be properly maintained.

To ensure that your metals retain their best appearance it is best to store your jewelry in sealed bags to slow oxidation of the metals. Always store jewelry away from bright lights so that the original brilliance of any stones or crystals is maintained. Protect your jewelry from direct contact with chemicals including hair products, lotions or perfumes.

An occasional gentle soap (such as Dove) and water wash and thorough rinse in tepid water will remove natural skin oils, which can cause dulling or oxidation.  For metal items, a gentle polishing cloth works well, too.  We highly recommend the Sunshine brand cloth available through online retailers. Our jewelry should never be dipped in liquid jewelry cleaner.  

 

Monograms

All of our monograms are made in the order that they are submitted. We do not re-arrange letters, and ask that all monograms be submitted with all capital letters.

Production begins at the moment an order is placed. We are unable to cancel an order or make changes at this point, but would be happy to answer any questions prior to completing your purchase.

Custom items can take approximately 4-6 weeks to complete.

 

Wholesale Inquiries

Please contact us at wholesale@moonandlola.com.

   

 


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