FAQ

Welcome to Pearl Luna’s FAQ page! Below are answers to commonly asked questions about our jewelry, policies, and services. If you have additional questions, please don’t hesitate to contact us. To learn about our mission, visit the 'Our Mission' page under 'Info.'

About Pearl Luna

1. Where is Pearl Luna based? We are based in Kobe, Japan, where our family has been part of the pearl trade for 60 years. Here is a picture of our neighborhood in Kobe from our office balcony.2. Why pick Pearl Luna? Pearl Luna is a modern take on 60 years of pearl expertise. We provide quality and elegance at a lower markup than our competitors, because we believe pearl jewelry should be accessible to everyone. Much like our business, our pieces embody tradition with a modern pop. 

3. What materials are used in Pearl Luna jewelry? Our pieces are crafted using only quality materials: sterling silver, gold, freshwater pearls, and lab-grown gemstones (diamonds, rubies, emeralds, sapphires). We will never use steel, brass, or any inferior metals.

4. Are the stones in your jewelry real? Yes, all gemstones used in Pearl Luna jewelry are genuine and lab-grown. Lab-grown gemstones are just as real as mined gemstones, while being a fraction of the cost and better for the environment.

5. Do you do custom jewelry? Yes, we can work with you to make custom jewelry! Visit the 'Custom' page in the main menu to learn more.

Shipping & Delivery

1. Where do you ship? We currently ship within the United States & Japan. We are planning on expanding our operations to the UK, EU, and Canada soon!

2. How much does shipping cost? We offer free shipping on all orders within Japan the United States.

3. How long does shipping take? Once shipped, standard shipping generally takes 3-7 business days. Delivery times may vary due to carrier delays or holidays.

4. Can I track my order? Yes, once your order ships, we’ll send you a tracking number so you can monitor its journey.

Returns & Exchanges

1. What is your return policy? We accept returns within 30 days of delivery for unworn items in their original condition. Please include all original packaging.

2. How do I initiate a return? To start a return, please contact our support team at support@pearlluna.com with your order details. We’ll provide instructions on how to proceed.

3. Can I exchange an item? Yes, exchanges are allowed within 30 days of delivery. Contact us, and we’ll assist you in finding the perfect replacement.

4. Are there any items that cannot be returned? Custom-made or personalized items are non-refundable unless defective.

Care Instructions

1. How do I care for my jewelry? To keep your jewelry looking its best:

  • Avoid contact with water, lotions, and perfumes.
  • Store in a dry, cool place.
  • Use a soft cloth to clean and polish.

2. Does your jewelry come with a warranty? Although we do not offer a warranty yet, we will try our best to work with you if there are any issues with your order. 

Orders

3. Can I modify or cancel my order? If your order hasn’t shipped yet, we’ll do our best to accommodate changes or cancellations. Please contact us as soon as possible.

4. How do I use a promo code? Enter your promo code at checkout to apply the discount to your order.

Other Questions

1. Do you offer gift packaging? Yes, every Pearl Luna piece comes in our signature Luna Box.

2. Do you offer loyalty rewards? We’re working on launching a rewards program to thank our loyal customers. Stay tuned for updates!

3. How can I contact customer support? You can reach us at support@pearlluna.com or via our contact form on the website. We aim to respond within 24 hours.

Still have questions? Feel free to reach out—we’re here to help!