Policies

Introduction

Welcome to the Moon and Lola website (the “Site”). At Moon and Lola we seek to provide you with an enjoyable shopping experience while maintaining your privacy. The information that we may collect through the Site will allow us to enhance your shopping experience by catering to your personal preferences and providing effective customer service. Please read this entire Privacy Policy as it informs you of the types of information we gather, as well as how we will use and protect such information. By visiting the Site you are agreeing to the terms of our Privacy Policy.

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 by email to alert you of special sales and promotions. If you wish to be removed from our mail list, please contact us at customerservice@moonandlola.com.

Information Collection

In order to use the Site you may be required to complete a registration process in which we will collect certain personal information such as your name, address and email address. When you register, you will also consent to receive email correspondence from us. We will use your personal information to complete transactions, respond to your requests, deliver the products and services you request, and notify you of promotions, updates, or special offers that we think may interest you.

If you wish to discontinue email correspondence at any time, simply follow the instructions to “Manage Your Subscription” which appear in every email we send, or notify us through the Contact Us page.

Analytics

Moon and Lola may also collect anonymous and aggregate information from you about your preferences in navigating the Site by using cookies, action tags and other methods. Cookies are small text files that identify your computer. We may use cookies to, among other things, monitor the Site usage, customize the Site features, identify your computer operating system and browser, and complete transactions. An action tag is a small, graphic image on a webpage that is designed to allow the website owner or a third party to monitor who is visiting a website by collecting the IP address of the computer to which the tag is sent, the URL of the webpage that the tag comes from and the time at which such webpage was viewed. Action tags may be associated with cookie information. We may also use such anonymous and aggregate information for promotional and other business purposes.

Protection Of Information

We use reasonable physical, electronic, and administrative safeguards to help us protect the security, integrity and confidentiality of data stored in our system. The Site encrypts your credit card number and other personal information to provide for the secure transmission of the information from your electronic devise to our servers. Except as specified in this Privacy Policy, we use commercially reasonable efforts to limit access to your personal information to the employees, officers, third-party contractors, and strategic partners of Moon and Lola who need the information in order to perform their duties.

External Links

We may provide links to the websites of other companies through our Site. We are not responsible for how these other companies collect, use, disclose, or secure the information that you provide them. If you choose to access a third party website linked to our Site, you do so at your own risk and it is subject to any terms of service or privacy policy (if any) associated with such third party websites.

Collection Of Information From Minors

Moon and Lola does not solicit personal information from minors. If you are not 18 years of age or older, you are not authorized to use the Site. If we learn that a user is under 13 years of age, we will promptly delete any personal information we have collected about that user.

Changes To This Policy

We reserve the right to change, modify, alter or otherwise update how we handle the information we collect and process through the Site at any time. You agree to review this Privacy Policy periodically to be aware of any such modifications. The current version of the Privacy Policy is accessible via the footer of the Site's homepage.

Ordering

Thank you for shopping with Moon and Lola!

Before Submitting Your Order: Please confirm that all order details are correct and that you have contacted a Moon and Lola representative to answer any questions you may have BEFORE submitting your order. All orders are put into production as soon as you have submitted payment through our website and are unable to be altered.

Monograms: All monograms will be made in the exact letter order in which the initials are entered. We DO NOT rearrange the letter order of the monograms. The traditional monogram format is first name initial, last name initial, middle name initial.

An order confirmation will be sent to the email address provided once the order has been placed. Should you find an error in your order confirmation email please notify us immediately at customerservice@moonandlola.com.

*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. Sale items are final sale and not eligible for return or exchange. Payment is obtained at the time the order is placed.

Order Processing Time

Custom metals ship approximately 4-6 weeks from the date the order was placed.

Custom acrylics and mugs ship approximately 2-3 weeks from the date the order was placed.

Non-custom stock jewelry and pillows ship approximately 4-6 business days from the date the order was placed.

Expedited shipping does not affect the production time for custom items. If you wish to rush a custom item, please contact a customer service representative and know that a rush fee will be applied to your order and expedited shipping may need to be applied depending on the shipping location.

If your purchase is a gift and it will not arrive in time, please contact customerserive@moonandlola.com for a card enclosure stating that a custom M&L piece is on its way!

*PLEASE NOTE that all orders ship complete. All items on the order are subject to the longest production time on that order. (i.e. An order with one stock items and one custom item will ship when all items are complete, which could be 4-6 weeks from the date the order was placed.) If you wish to receive a non-custom stock item prior to a custom piece, please order the items separately.

Shipping

Moon and Lola ships most orders via USPS and may change carriers at our discretion.

At the time your order is placed, you will receive a confirmation email with the order number. The day your order is shipped, we will email you a shipping notification, which will include the tracking number.

Expedited shipping options (2 Day air, etc) apply only to transit time and does not speed up the listed production time of an order. Should you wish to rush an item so that you receive it sooner than the stated turnaround times for that particular product, please contact customer service and know that a fee will be applied to the items rushed and expedited shipping may need to be applied depending on the shipping location.

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, NON-RETURNABLE, and NON-EXCHANGEABLE.

Moon and Lola is not responsible for errors made by the customer when entering personalization for custom items. Moon and Lola does not change the order of the initials entered during the order process. It is the customer’s responsibility to confirm the initials/name/text are displayed as they wish for them to appear on the product being ordered prior to completing the transaction.

Once you have placed an order through our website, you will receive a confirmation email. Please take this opportunity to confirm that all order details are correct. Should you notice that the personalization was entered incorrectly, contact us IMMEDIATELY at customerservice@moonandlola.com.

Non-Custom Items

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

If you are dissatisfied with your non-custom item for any reason you may return the item within 14 days of delivery in exchange for a Moon and Lola credit or a new item of equal or lesser value. Returned items must be unworn and unused and in pristine condition with the original packaging and tags.

Sale Items

Sale items are final sale and not eligible for return or exchange.

Return Process

All returns must have a Return Authorization number (RA) and form issued. Please contact customerservice@moonandlola.com for the RA number and form. Moon and Lola will not accept returned items without the proper RA form or if the merchandise does not meet the criteria listed above.

Once an RA number and form is received, please ship returns to:

  • Moon and Lola
  • Attn: Returns
  • 221 N. Salem Street
  • Suite 200
  • Apex, North Carolina 27502

Please re-pack the merchandise in the same manner it was received, such as a corrugated cardboard box or a jewelry box within a bubble mailer. Please do not use a flat envelope, as it will cause damage to the jewelry. Moon and Lola is not responsible for damage to returned merchandise due to inadequate packaging.

Upon receipt, we will gladly exchange the item or issue a merchandise credit minus the cost of shipping. Moon and Lola is not responsible for the shipping and handling costs for returned orders.

Repairs

We want you to wear and enjoy your Moon and Lola jewelry!

We offer complimentary repairs on any workmanship issues (i.e. ear wire detached from earring or rhinestone detached from setting) within 30 days from the ship date. All repair requests will be assessed on a case-by-case basis and may be subject to a fee. Beyond 30 days from the ship date, all repairs will incur a fee. Prior to the repair being executed, customer service will communicate the details and cost of the repair.

Repair Process

Should you need to have a Moon and Lola item repaired, please contact customerservice@moonandlola.com to obtain a Service Repair Order number (SRO) and form to include with the item in need of repair. Items returned without the SRO cannot be processed and will be returned to sender.

Once an SRO number and form is received, please ship repairs to:

  • Moon and Lola
  • Attn: Repairs
  • 221 N. Salem Street
  • Suite 200
  • Apex, North Carolina 27502

Please re-pack the merchandise in the same manner it was received, such as a corrugated cardboard box or a jewelry box within a bubble mailer. Please do not use a flat envelope, as it will cause damage to the jewelry. Moon and Lola is not responsible for damage to returned merchandise due to inadequate packaging.

Please allow 2-3 weeks for the repair process to be complete. Should you need your item before the 2-3 week timeframe when requesting an SRO, please be sure to notify customerservice@moonandlola.com and know that a fee will be applied. Moon and Lola is not responsible for shipping cost of repairs unless repair is necessary due to workmanship.

Product Care

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

Jewelry Storage

Always store jewelry away from bright lights and moisture so that the original brilliance of any stones, acrylic or crystals is maintained. All of our jewelry retains its best appearance when stored in a sealed bag to avoid oxidation.

Jewelry Care

Protect your jewelry from direct contact with chemicals including hair products, lotions and 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 and be sure to thoroughly dry your piece. Metals can be cleaned with a gentle polishing cloth. Our jewelry should never be dipped in liquid jewelry cleaner.

Coffee Mugs

Coffee mugs are dishwasher and microwave safe.

Pillows

Pillows are to be spot cleaned only. DO NOT wash the pillowcase in the washing machine or damage to the graphic will occur. Pillow covers are composed of 60% polyester / 40% cotton blend. The pillow insert is a down alternative.

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