Policies For Our Retailers

Policies For Our Retailers

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

We automatically log information about you and your device. For example, when browsing and shopping on Moon and Lola's website, we log your IP address, operating system type, browser type, the referring website, pages you viewed, and access times.

We may log information using "cookies." Cookies are small data files stored on your device by a website. We may use both session cookies (which expire once you close your web browser) and persistent cookies (which stay on your device until you delete them) to provide you with a more personal and interactive experience on our site.

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.

Social Media

By commenting on your Instagram, Facebook, Twitter, or Pinterest photo with #lovemymoonandlola when solicited by Moon and Lola, you are consenting to Moon and Lola to utilize your intellectual property for the purposes of marketing the Moon and Lola brand via its own Instagram, website, email marketing campaigns, and both digital and print advertising.  Additionally, you are relinquishing your rights to any compensation for the use of these photos and intellectual property or any profit that is generated from the use of these photos and intellectual property.

The Moon and Lola website uses Pinterest Tag to track customer's preferences in navigating the Site. You can opt out of being tracked by Pinterest Tag in the basic settings of you Pinterest user account.

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 or cancelled.

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.

Custom Character Strings:  We cannot produce products with profanity or profane connotations.

Discount Codes: Discount codes can be entered during checkout. Only one discount code can be used per order.  If you are having any problems or have questions, please contact customer service at 919-306-2257 or email customerservice@moonandlola.com.

Once your order has been placed, you will receive an automated email confirmation for your order showing the contents of your order including the personalizations you specified for any of our custom products. Please review that email. If you notice any issues with your order or if you do not receive your order confirmation email within a few minutes after placing your order, please contact us right away via email to customerservice@moonandlola.com.

Order Processing Time

Custom metals ship approximately 3-5 weeks from the date the order was placed.

Custom acrylics ship approximately 1-2 weeks from the date the order was placed.

All Calypso collection pieces and engraved items ship approximately 2-3 weeks from the date the order was placed.

Mugs ship approximately 1 week from the date the order was placed.

Pillows ship approximately 1-2 weeks from the date the order was placed.

Non-custom stock jewelry and all non-Moon and Lola branded merchandise ship approximately 3-4 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.

*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 For Retailers

We will happily accept new, unworn merchandise with original packaging and tags within 14 days of delivery date. Wholesale merchandise returns will be issued as Store Credit via eGift Cards. eGift cards can be used toward future custom and stock orders placed on www.moonandlola.com.

If you wish to return custom merchandise, please contact customerservice@moonandlola.com to process this return.

Fine jewelry (14 karat, diamond, cubic zirconia styles) are final sale and not eligible for return or exchange.

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

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.

You will receive an order confirmation email shortly after placing your order. Please take this opportunity to confirm all order details are correct. Should you notice anything that needs to be adjusted in your order, please contact us IMMEDIATELY - by 9am EST the following business day - at customerservice@moonandlola.com and we will do our best to accommodate these adjustments.

EXTENDED HOLIDAY RETURN POLICY: You will have until January 15 to return any non-custom item purchased during the holiday season (October 1st  through December 25).

Return Process

Should you need to return a Moon and Lola item, please click here to begin that process.

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 of the accepted return, we will gladly issue a Store Credit in the form of an eGift card.

Click here to fill out a returns and exchanges request form


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 as well as an $4.95 return shipping 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 click here to fill out a repairs form. Once your request is processed you will receive an email with further information on how to proceed.

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 3-5 weeks for the repair process to be complete. Should you need your item before the 3-5 week timeframe, please be sure to note this in your repair request form 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.

Click here to fill out a repair request form


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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