Question 1

How does shipping work?

Accepted Answer

Please keep in mind that al orders are handmade, we need +/- 3  work days before we can ship your order. 14k golden items take up to two weeks before they are ready for shipping. In some cases, during busy periods, production can take longer.
We strongly advice to use our track and trace option for shipping.

The shipping options are:
Pick up in Amsterdam - Free of charge, available on monday/ tuesday/ thursday 9:00-17:00
Envelope - No track&trace or insurance
Mailbox package - With track&trace, no insurance 
Registered mail - With track&trace, insured until €100
Insured mail - With track & trace, insured until €500
Extra insured mail - With track&trace, insured until €1000

Please note that when chosen for shipping without track and trace, possible losses are for ones own account. Luna-Sol cannot be held accountable for the loss of envelopes without a track and trace.Within the Netherlands and Belgium, (and other continents) we ship with Post NL. In the rest of Europe we ship with DHL.If you need a piece before a specific date, please note this in your order. Every effort will be made to have your piece ready quickly as possible. As soon as the order is send, you'll receive an email containing your track & trace or "ready for pick-up" message.

When chosen for pick-up, please contact us to schedule a pick-up. We are not a shop, only work on appointment.

Question 2

What are the shipping costs?

Accepted Answer

The shipping options are:Envelope - No track&trace or insuranceMailbox package - With track&trace, no insurance Registered mail - With track&trace, insured until €100Insured mail - With track & trace, insured until €500Extra insured mail - With track&trace, insured until €1000We highly recommend to ship with track&trace

Question 3

Which countries do you ship to?

Accepted Answer

We ship worldwide. Within the Netherlands and Belgium, (and other continents) we ship with Post NL. In the rest of Europe we ship with DHL.

We highly recommend to ship with track&trace

The shipping options are:Mailbox package - With track&trace, no insurance Registered mail - With track&trace, insured until €100Insured mail - With track & trace, insured until €500Extra insured mail - With track&trace, insured until €1000

Check out the question "what does shipping abroad cost" for our pricing per zone.

Question 4

I want to return or exchange a piece.

Accepted Answer

RETURNS 
Wish to return an item? Please notify us a.s.a.p after recieving the product. You can send a WhatsApp message, or click on return in your track and trace email overview. The return must be recieved back in original packaging within 14 days after notification. Shipping is for one's own account.
RETURN ADRESS
Luna-Sol
Argonautenstraat 50-2, 
1076 KS Amsterdam
DROP OFF
Send us a Whatsapp message, and let us know when you plan to drop-off the return.

SHIPPED WITH TRACK & TRACE
Go to your Track & Trace overview, link is in your emailClick "Zending retour sturen" in lower right cornerGive your reason Place the item(s) in the original shipping package. Close the package securely.Scan your QR code at a PostNL or DHL postal office 
SHIPPED WITH ENVELOPEDownload the return form and fill it in.
you cannot print a return form? No worries! 
Just make sure you enclose a note with the following details your mail:
– Name
– Order number
– Reason of your returnPlace the item(s) and the completed return form in the original shipping package. Close the package securely.Send the package with a registered postal service to our adress, ​or drop it off in person.
RETURN POLICY
Please note that we are unable to be held liable for the loss of jewelry being returned.  We recommend using a registered postal service to return goods and keeping a record of the tracking details. To make sure your return is processed correctly follow these steps:​
- The item(s) must be in original condition and cannot be worn or damaged- Shipped in original packaging - Refunds will be issued 24u after receiving, excluding original shipping cost. - Return shipping costs are for one's own account, easiest is to download the QR code in your Track & Trace overview. - If you wish to exchange, send us a message. We can settle the costs with your next order. - The item cannot be a custom made item.Luna-Sol will release the money, excluding shipping costs, back into your account within one workday after receiving your return.
EXCHANCE
Do you wish to change the item for another item?  No problem! Just send us an email or Whatsapp message. You can choose to order the new item of choice at Luna-sol.nl. That way we'll transfer the money of your first order back into your account within 24 hours after receiving the item.Or we can send you a new invoice with only the addition costs.If you wish to change the item in person, please notify us before you are coming to our Atelier.
CUSTOM MADE / REPAIRS
Not satisfied with a custom made item? Never hesitate to contact us. As these items are made per order, they unfortunately are non-refundable. But we can always see what we can change to the design just so it fits your wishes.

Question 5

What does it mean when I need to request a price?

Accepted Answer

Our solid gold pieces are made to order, and therefore, we offer a "Request Price" button. Prices depend on the daily gold price, so feel free to request a price, and we'll get back to you promptly!

Question 6

Can I cancel my order?

Accepted Answer

If you wish to change or cancel your order please make sure to notify me within 1 hour by sending a Whatsapp message.

When notifying me later than 1 hour, it is possible production has started or the order is already on its way to you. We will handle according to our return policy and all information stated in ‘Return or Exchange’ is applicable. Any extra costs made on shipping will not be covered or reimbursed by Luna-Sol.​Please keep in mind that al orders are handmade, we need +/- 3 work days before we can send you the order. 14k golden items take up to a week before they are ready for shipping. We strongly advice to ship with track and trace.

Question 7

I recieved an item that got damaged, what now?

Accepted Answer

As we hope this never happens, if you do receive a damaged package, or have fault occur, please contact us immediately via Whatsapp. Only then we can personally assist you and sort out your problem as quickly as possible.

Question 8

What payment methods can I use?

Accepted Answer

Items like these ask for easy (and secure) payment methods. At this moment all items can be purchased safely via iDeal, Paypall and Credit card.

Question 9

What is your correct adress?

Accepted Answer

Adress: Luna-Sol 
Argonautenstraat 50-21076KS Amsterdam

Email: info@luna-sol.nl

Phone/ Whatsapp: +31 (0)6 16 17 65 18

Question 10

Do I have to pay customs duties or import taxes?

Accepted Answer

If you're ordering from within the European Union, no customs duties or import taxes apply.If your delivery address is outside the EU, your order may be subject to customs duties, import VAT, or handling fees charged by your country's customs authority. These charges are not included in our shipping rates and are the buyer's responsibility.
This applies to orders shipped to England (Zone 3), non-EU countries in Zone 4 (such as Switzerland, Norway, Iceland, Serbia, Albania, and others), and all intercontinental destinations (Zone 5).
Most countries have a duty-free threshold a minimum order value below which no charges apply. For example: the UK has a threshold of £135, Switzerland CHF 65, Norway NOK 350, the US $800, 
and Australia AUD 1,000.

We recommend checking with your local customs office if you're unsure.Luna Sol is not responsible for any customs charges, delays caused by customs clearance, or packages held at the border.

Question 11

How are taxes and duties calculated?

Accepted Answer

We calculate prices including dutch VAT.
Occasionally, dependant on the country that you live in and the relevant import laws, other duties and taxes may be payable. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival.

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Frequently asked questions

How does shipping work?

What are the shipping costs?

Which countries do you ship to?

I want to return or exchange a piece.

What does it mean when I need to request a price?

Can I cancel my order?

I recieved an item that got damaged, what now?

What payment methods can I use?

What is your correct adress?

Do I have to pay customs duties or import taxes?

How are taxes and duties calculated?

Thanks you !

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