Jewelry Care + Materials
What materials do you use?
For all of our personalized pieces, use 20g 14k gold-filled (no plating!) and .925 sterling silver. With proper care, your pieces will last for years to come. To learn how to care for your pieces and more about 14k gold-filled and sterling silver, check out our care instructions.
How do I care for my jewelry?
Due to the delicate nature of each Luna & Jade piece, we highly recommend that you remove your pieces when you shower, swim, sleep, or work out. Water, sweat, and sprays/perfumes can cause silver to tarnish quickly. If your necklace gets wet, it will not ruin it, but drying it as soon as possible is very helpful. Store each piece(s) in a cool/dry place and do your best to take care of it and it will last for many years to come.
Do any of your materials contain nickel?
Nope! All Luna & Jade pieces are lead & nickel free.
Why is my jewelry tarnishing?
Most precious metals will tarnish with wear. The best way to avoid tarnishing is to not wear your jewelry in the shower or while working out and keep it away from harsh chemicals.
Each and every personalized Luna & Jade order comes with a tarnishing cloth that can be used to clean the jewelry.
Read more about how to care for your pieces here.
What is your return policy?
We offer returns + full refunds on all unworn, non-personalized items. Please contact us to start a return. All return shipping costs are the resonsibilty of the customer.
Production + Shipping
What is the standard processing and production time?
Our standard production time is typically 7-10 business days from order acceptance to shipping. Production time may increase around the holidays. Please keep in mind that we are a small business and create everything by hand, just for you in our Indiana studio. Production time does NOT include shipping time.
What is your standard shipping time/method?
All orders over $75 will ship for free via USPS First Class Mail. Shipping time is estimated to take 3-5 business day. If you’d like to upgrade your shipping, these options will be available to you at checkout.
How will I know when my order ships out?
When your order ships, you will receive an email with the tracking number when your item leaves our studio.
Can I change my shipping address after the order has been placed?
Yes, you can change your shipping address BEFORE the order has left our studio by emailing firstname.lastname@example.org. Please include your order # in the subject of the email. If the item has already left our studio, we will be unable to change the address.
Order Returns + Warranty
Can I make a change and/or cancel my order after it has been submitted?
Due to the customized nature of each order, if a change/cancellation needs to be made, it must be submitted within 24 hours of placing the order. Once production has been started, we will not be able to accept order adjustments or cancellations. To request a cancellation, please email email@example.com and include your order number in the subject line.
What is your return policy on all custom pieces?
We do not accept returns for any items that are personalized or custom (ex: handwriting). If your order is not personalized or custom, we will accept returns as long as the item is shipped back in its original packaging and post-dated within 7 days of the receipt of delivery. All return shipping costs are the customers responsibility.
Email firstname.lastname@example.org to initiate a return, and make sure you reference your order # and reason for return.
What is your warranty policy?
All necklaces come with a 90-day warranty if any chains, jump rings, or clasps break or have a defect. Warranty does not cover natural oxidation on sterling silver or breakage due to pulling/tugging. Please email us at email@example.com if you experience any quality issues with your jewelry.
What is the difference between etching and engraving?
Etching is essentially “scratching” the surface of the metal which ultimately produces a lighter design whereas engraving cuts much deeper and is typically seen as darker. All Luna & Jade pieces are etched with a very small pattern of lines and/or circles to delicately display the desired design. The final product is minimalist, dainty, and a forever keepsake.
How do I submit handwriting?
All we need is a picture of the handwriting, we do not need an original copy. If the individual is still with us, we’ll need them to write in black ink on a plain white sheet of paper (no lines). If the handwriting is from a loved one who has passed, just provide the clearest picture you can, and we’ll take it from there.
You can upload a copy of the image in the product page during the ordering process.
Can I submit a custom order request?
Do you offer double-sided etching?
Yep! Although double-sided etching will add $15 to your order, this can be added when checking out.
What font do you use for all text?
Our default font is Century. We like this font because it’s classic and easy to read. If you have a special font request, contact us prior to ordering to see if we can accommodate you.
What shapes/sizes do you offer for customization?
We offer 3-disc sizes: Lilly (3/4”), Isla (1/2”), and Nora (9mm). And 2-bar sizes: Rose (horizontal 1.5”x0.25”) and Lou (vertical 0.25”x1.5”).
What is permanent jewelry?
A piece of jewlery that is welded on in a safe and painless manner, rather than secured with a clasp. The 4-step process is quick, easy, and non-invasive. Perfect for the jewelry lover who never wants to take their special pieces off. Classic jewlery that can be worn, always.
How does it work?
The process of securing permanent jewelry is easy, quick, painless, and non-invasive. We will measure the length of chain needed, cut the chain, and place it around your wrist, neck, or ankle. We'll then connect a jump ring and close it quickly and easily with a pulse-arc welder. Classic jewelry that can be worn — always.
How permanent are these pieces?
Should you ever change your mind, these pieces can be easily removed at home with a scissors or nail clippers. Make sure to clip where it was welded and save your chain in case you want to get it linked again in the future. Please note that permanent does not mean invincible.
How do I book a pop-up or private event?
Luna & Jade is currently a pop-up only business. This means we can be found at your local events or private parties. The best way to ensure you get your jewelry isI to host a part of follow us on Instagram to see where we will be each month!
We are eager to help you celebrate with your friends and family, so if you would like to host a private event or pop-up, please inquire about your event ASAP as dates fill up quickly and we only offer a limited number each month. You can connect via email at firstname.lastname@example.org or contact us.
What about traveling and medical procedures?
These chains are TSA approved, you will not need to remove them during air traveling. If you have a planned MRI or medical procedure, you can simply snip the chain off at home and have it re-attached at a later date.
What if I have to cut the link or it pops off?
If your chain pops off from tugging, pulling, or getting caught on something – save your chain and we will reattach for $20. If the chain has been stretched beyond repair or there are multiple breakpoints you will need to buy a new chain.
What are the chains made of?
We offer 14k solid yellow and white gold, which will shine and stand the test of time. If you would like a more cost effective option to solid gold, we also offer 14k gold-filled and sterling silver, with proper care these materials will last for years to come.
What if I'm not ready to commit?
Shy of commitment? No problem! At all events we can still help you pick a custom chain, cut it to your specific length, and connect with a clasp. This allows you the opportunity to experience the fun, and flexibility of removal. This is perfect for nurses, new moms, and athletes.
How do I care for my PMJ?
Permanent jewelry (PMJ) is meant to be worn, always! Since you won't be taking is off to clean, here are some tips to keep your pieces looks great. If you frequent pools, hot tubs, or oceans -- gently clean your pieces off with water and a gentle soap. Try to avoid applying lotions and/or perfumes directly on the jewelry. If you notice tarnishing, use a gentle cleanser or polishing cloth. With proper care these pieces will last for year sto come!