There are a few reasons why this might happen:

• There may have been a typo in the email address you entered. (Typos—we all make them!)
• The email may have been routed to your spam / junk / promotion folder.
  • Check these folders.
  • You can also search for our email address: custserv@oakandluna.com
  • Mark our email as "Not Spam" in your email service
• Some orders get stopped before being confirmed. This could happen due to:
  • Special characters in the inscription
  • Special requests made by you
  • An error with the shipping address
  • Other similar issues

Please allow 24 hours for your order to process and for our team to release it into a confirmed status.

If you are still unable to locate your confirmation email after 24 hours, please contact our team and we will be happy to resend it.

You can check your order status here: Order and Shipment Status Information .

We know that you’re really anxious to receive your order and that you just can't wait for it. We can't wait for you to get it either! Rest assured that we’re working hard to make you the perfect item just as fast we can.

Your item is being produced according to the shipping method you chose when placing your order.

Tracking Your Order
If you haven’t received a shipping notification, your order is still in production. Click here to track your order status.

Shipping Notification
Once your product is on its way we’ll send you a Shipping Confirmation email that states your delivery date and tracking number, depending on the shipping method you chose.

Late Package
If your order delivery date has passed and you still haven't received your package, we recommend that you try the following (it’s proven helpful to other customers in the past):

• Check your shipping details on the Order Confirmation and make sure they’re correct.
• Ask other members of your household if they have accepted the package, as this is a common occurrence.
• Check (if applicable) with your doorman, by your garage, or perhaps a side door.
  Orders are sometimes left there by the postal service.
• Ask your local post office if they can provide any further information on the whereabouts of your package and be sure to have your tracking number with you on hand.

Please note that if your order is being shipped outside Canada shipping timeframes may run differently.

If you are still unable to locate your order, please contact our Customer Care Team for assistance.

Cancellation & Changes

Production of your item will begin immediately after we have processed your order.

• What is the cancellation time frame? we start production straight away, please let us know up to 2 hours after placing your order that you want to cancel it. Please be advised that personalized jewelry pieces are made especially for you; therefore, after 2 hours, they can either be returned for exchange or store credit.
• To cancel your order, please contact our customer care team here.
• How can I make a change in my order? We all change our minds, if you decide you would like to change your order wish to change something in your order before it has shipped, you do not need to cancel your order and place a new one. Please contact us and we will gladly assist you.

Returns & Exchanges

If you are not 100 % satisfied with your product, we will be happy to exchange it for something else within 60 days of purchase. Please be advised that personalized jewelry pieces are made especially for you; therefore, they can either be returned for exchange or store credit. Non-Personalized pieces are eligible for a full refund, if within 30 days of delivery.

• Exchanges: You must return your original item before we are able to send your new item.
• Please let us know before doing so and send a clear picture of the item.
• If the new item you have chosen has a different monetary value than your original item, you will be sent either a money order or a store credit, whichever is appropriate.

Damaged Item

If your item has arrived damaged or incomplete, please contact us immediately. As long as your item is under warranty, we will exchange your item for a new one.

• How do I exchange my damaged item? Please, visit our ‘Contact Us’ page, select ‘Inquire about received order’ and proceed to the relevant category from the dropdown menu (My item is damaged, There is a mistake in my order/Something is missing, etc.).
• Attach a clear image of the damaged item and describe the matter.
• Once a customer care representative has received a clear picture and approved your claim, you will be offered a free reorder (for items within the warranty).
• How do I get a refund for a damaged item? You can return a jewelry item for a full refund if within 30 days of delivery.

We are sorry to hear that your order is damaged!

We are happy to assist you with any issues, but first our customer service team are obliged to receive a picture from you in order to proceed with a reorder for a replacement item.

Please contact our Customer Service Team with:

• Your Order ID number
• A picture of the damaged item
• The item's name and item ID

Please select the correct damaged part of your necklace so that we can treat your specific problem.

It is required to send a picture of the damaged item for us to determine how to proceed.

We'll get back to you as soon as we can to offer a replacement item according to our warranty policy.
Please note to check your email to see if you've received a response from us within a few hours.

Your replacement item will be shipped within the time frame for the standard shipping method, that will be active on site at the time you contact us.

To change your address before an order has shipped, please contact us with the following details and we’ll update them accordingly:

• Street address with apartment number
• City
• Country
• Postcode

We can change your shipping address until your item has been sent for packaging, at which point we carefully prepare your personalized jewellery for shipping.

We provide a convenient range of secure local and international shipping options. To upgrade your shipping method, please contact our Customer Care Team.

Our most popular shipping methods include:

• Standard- FREE
• Expedited - Fast shipping
• Urgent Shipping - Super fast shipping

Please note that time frames are stated in business days and do not include weekends.

For more information about local and international shipping as well as relevant shipping times during peak seasons, please click here.

While we have a wide range of jewellery styles, you may want to add a personal touch that you can't find in our collection. For special design requests, please contact our Customer Care Team.

Our jewellery design experts will review your request and let you know if we can make your personalised creation.

Please attach a link to the item you are referring to, or the product ID number, which can be found on the item page here:

Please note that during busy seasons we cannot accommodate special requests.