Frequently Asked Questions
To better serve you, we've curated a collection of answers to our most commonly asked questions. Should you require further assistance or have additional inquiries, our team is available via email at info@lunamotto.com during business hours (Monday-Friday, 9:00 AM - 5:00 PM PST). We welcome every question and look forward to supporting you!
Orders & Payments
Changing or Cancelling an order
Because our orders process very quickly once submitted, we are unable to change your address or shipping method or modify or cancel an order that you have already placed.However, returning your purchase is easy. For additional information, please email us info@lunamotto.com.
Promotional Terms and Conditions
All items in the sale category, One-Of-A-Kind Crystals and Large Crystals are final sale and cannot be returned. Discount codes and promotions cannot be combined or stacked upon one another; only one can be used per order. Discount codes and promotions are not valid on subscription items.
Payment Methods
Credit Cards- We accept American Express, Mastercard, Visa, Discover,
Check and U.S. Money Orders. We do not accept Cash or Travelers Checks.
PayPal - Use any payment method on the growing list of ways to fund a
PayPal account. Once you have funded your PayPal account, you can use
our single-click PayPal express feature to speed through checkout.
Store credit and gift certificates- Of course, you can also use store
credit or a gift certificate / gift code. Each gift certificate carries
a gift code you can easily enter when completing checkout. Click here
to find out more about gift certificates. Our E-Gift Cards are instantly
delivered via e-mail, redeemable on our website, and they never expire!
Order Verification
An order may be flagged as fraud or need additional verification on our end due to a number of factors. These can include issues with payment, discrepancies between the location where the order was placed and the shipping address, or other irregularities that raise security concerns. To ensure the safety and legitimacy of your purchase, we may reach out to you for additional identification or payment verification. This step is to confirm that you indeed placed the order and to protect you from potential fraud. If this happens with your order, we will reach out to you right away to ensure that the delays are minimal.
Sales Tax
Due to nexus, we are now required to collect sales tax in the following states.
Alabama
Florida
Nebraska
Rhode Island
Louisiana
Massachusetts
Hawaii
Illinois
Indiana
Maryland
Michigan
New York
Ohio
Utah
Maine
Washington DC
Pennsylvania
Kansas
Connecticut
Kentucky
Wisconsin
Virginia
North Carolina
New Jersey
Nevasa
Minnesota
Georgia
California
Currency
We recommend for all international orders that you use the Paypal option to process international credit cards. You don't need a Paypal account to use that option! Just choose the Paypal option, and then enter your credit card number.
Shipping & Delivery
How much will it cost to ship my order?
For all domestic orders within the continental United States:
Orders less than $99 ~ $5.00 Ground Shipping
Order above $99 ~ FREE Ground SHIPPING
For all subscription box orders, we ship using FEDEX 2-day - $26.95
For all international orders, the cost of shipping will vary depending on where you are shipping to, what is being shipped and how quickly you wish to receive your package. International shipments require the customer to claim their package at the nearest customs facility. You will be responsible for paying any duty fees, which will be determined upon pick up of your order.
As you checkout, you will have the option to select expedited options, if you are eligible. The availability and fulfillment of expedited shipping and delivery depends on the destination and the time the order is placed.
How long will it take for my order to ship?
Please allow a processing time of 3 to 7 business days from the time of placing your order for your order to ship (this is only for processing, pulling and packing your order; this does not include transit time). With larger crystals, it may take a little longer to pack and ship your order; we want to ensure your crystal arrives safe and sound! During peak shopping periods, processing time may take longer.
Luna Motto does not ship Saturdays, Sundays or on national holidays. Orders ship within 2 to 3 business days of placing your order. Occasionally, orders will take longer depending on stock availability. We will notify you via email if this is the case with your order.
How long will I have to wait to receive my package?
Normally, transit times are typically 2 to 7 business days within the continental US and up to 4-6 weeks for international delivery.
- Orders shipping via Ground may take 7 to 14 business days to be delivered.
- Orders shipping via expedited methods arrive in about 1-5 business days (depending on the method selected).
- International Orders may take up to 6 weeks to arrive.
- Business days do not include weekends and/or holidays.
Why is it taking longer than usual for my order to arrive?
Once the package has been picked up and transferred to the shipping provider, Energy Muse is no longer responsible for other delays that may occur.
As soon as your order is shipped, you will receive a confirmation email with tracking details. We recommend following your tracking closely to stay informed regarding the whereabouts of your order.
If you are on a deadline or a strict timeline, we highly recommend looking into expedited shipping options, as even if you live locally, there are significant delays with ground shipping.
My order says the shipping label has been created. What does that mean?
When you receive your shipping notification email, you may see that the tracking information says the label has been created and the carrier is "awaiting item." Your order has been handed over to the carrier but it can take a while for them to update the tracking. Please allow 10-14 business days, and let us know if there's no further movement within that time frame.
If you have any other questions about your order, please email info@lunamotto.com with these delays in mind.
My package tracking says "returned to sender." What do I do now?
If your package was returned to sender, there was likely an issue with your shipping address that made your order undeliverable and your package will be returned to our warehouse.
You have 30 days (from the date the package is returned to us) to contact us and claim back the items. After 30 days, the items will be put back into stock.
International Orders
For all international orders, the cost of shipping will vary depending on where you are shipping to, what is being shipped (the weight) and how quickly you wish to receive your package International shipments require the customer to claim their package at the nearest customs facility. You will be responsible for paying any duty fees, which will be determined upon pick up of your order.
Please allow up to 4-6 weeks for your shipment to arrive internationally, depending on the shipping method you choose when you place your order. We do our best to get our packages out as fast as we can!
However, after your package leaves the Energy Muse headquarters, we have no control over the speed to which it arrives at your doorstep.
We want you to be 100% satisfied with your crystal energy! See below for details on our return policy.
Returns
Do you offer returns?
It depends. All Sale Items and items marked 'final sale' cannot be returned or exchanged. Furthermore, due to the limited inventory and rarity of many of the crystals, select crystals will be final sale (it will be specified at the bottom of the description on the product page).
We generally offer returns for our bracelets, necklaces and most crystals (unless specified in Details on the product page or purchased during a sale/promotion) within 30 days of the date your package was delivered.
To make your holiday shopping stress-free, we’re extending our return policy! Any order placed between November 20th and December 25th will be eligible for returns until January 31st.
All earrings, bath and body products, sprays and mists, candles and clearing tools (sage sticks, incense cones and sticks and resins) are final sale and not eligible for return.
How do I start the return process?
To request a return:
Head to our website and log into your account.
Navigate to the order you wish to return and click on it.
In the upper right hand corner, there will be a “Request Return” button.
Click on the button and fill out the questions to follow.
Once you finish, our customer service team will review your request and either approve or deny it.
If your return is approved, you will receive instructions and a shipping label to send back your merchandise to our warehouse.
When do I need to ship the merchandise back to LunaMotto?
The merchandise must be shipped back to us within the aforementioned 30-day window of receiving your package, once your return has been approved.
Are shipping charges refundable?
No, they are not.
Is there a restocking fee?
Orders of $200+ will incur a 10% restocking fee.
If there is a problem with your item, please reach out to us and we’ll do our best to correct it in a timely manner. Happy customers make for happy crystals!
Tracking Your Return
We recommended that you send the merchandise back in a padded envelope and that you insure the package. If the merchandise is lost or stolen in the mail, it is not the responsibility of Energy Muse Jewelry to replace it.
Please follow the instructions emailed to you once your return is accepted.
Exceptions
Shipping charges on expedited orders are not refundable.
LunaMotto offers a jewelry warranty of 90-days. If your jewelry breaks within 90 days of purchase, Energy Muse will honor a one-time replacement of that piece (or one of equivalent value if the item is out of stock) due to a production defect.
Please email a photo of your piece to info@lunamotto.com within that time period. Then, we will send you an entirely new piece. Please note that it may take 7-10 business days for your replacement piece to ship out.
Damaged Items
If you receive an item that is damaged or defective, please contact customer service immediately. All damages must be reported to our customer service team within 14 days of receiving your product.
Refunds
Once we receive your return, and it has been processed, we will refund your original method of purchase. Please note, returns do take us 7-10 business days to process upon reaching our facility to process - they are logged into our system every Thursday.
Refunds can take several business days to reflect on your credit card account. This varies depending on your financial institution.