Shipping, Returns & Warranties
Thank you for considering Time By Luna!
At Time By Luna, we believe that nobody should have to pay to have their order shipped to them and nobody should have to wait long.
All orders are dispatched the same or next business day across Australia and all orders are shipped with FREE Australia Post express shipping.
Please note that some orders may need verification prior to shipping.
We are confident that you'll love your order, but just in case you don't LOVE it, all you need to do is send it back to us within 30 days and we'll refund your order - simple as that!
All you need to do is call our customer service team on 13000 33 264 and we will talk you through the return process.
The product must be shipped back with a tracking number and fully insured. Our return shipping address is in Sydney, Australia. If the parcel isn’t sent with a tracking number and is lost / uninsured, we obviously cannot refund the purchase.
After you've spoken to us, you'll need to return the less than loved watch or jewellery in new or unused condition (meaning no scratches, marks or damage, and no alteration or resizing of the item) with all the original packaging and materials included).
We trust you, but will still need to inspect the item upon receipt -- just to make sure -- before we issue a refund or exchange. Of course if the item has been resized, altered or damaged, or obviously used, we won't be able to offer you that refund or exchange and will have to return it to you.
Now let's say you received a damaged watch, a piece you didn't order or the wrong order, we'll a) first apologise profusely and then b) exchange it free of charge, or refund the full cost of the merchandise and shipping charges. Of course we will pay for your return postage cost! Again, not that we don't trust you, but we'll need to inspect the item upon receipt. If it is indeed an error or a defective product, your refund or exchange will be on its way shortly.
We have a great refund and exchange policy. However, some things we just can't take back:
- Items which have been abused, modified or worn
- A watch/piece of jewellery that was purchased outside of our 30 day return period
- Special orders made to customer specifications or ordered on behalf of a customer
- Products modified as per customer requests
All of our watches and jewellery come with a 12 month warranty period. If there are any manufacturing defects, we will happily exchange, replace or refund your order.
We do have a comprehensive watch and jewellery repair department, so even if you are outside of your 12 month period or if you simply need a battery changed (even if you didn't purchase the watch from us), we can definitely help you with that!