FAQS
Do you have a store?
Roxluna is currently online only. Our main office is based in Dublin, Ireland but if it’s an emergency regarding time we can organise a pickup location for you. We are very flexible and will do our best to meet your needs. We do pop-ups in the Dublin area from time to time so please subscribe for updates to be kept informed of these.
Do you ship Internationally?
Yes we ship all over the world and love to have our pieces going to their new homes all across the globe. All International orders are shipped using 1st Class Registered post with An Post.
How long will my order take to arrive?
Once your order is confirmed to be in stock it will be shipped within 2-3 working days for delivery between 4-5. If you need your items sooner please mail us as we can also provide 1-2 working day delivery to Ireland with Express. Please note EXPRESS SHIPPING is not applicable to custom-made pieces. If you do pay for Express we will Express ship as soon as your piece is ready. It will, of course, speed up the process.
We do not always send tracking numbers, especially during busy periods. If you haven’t been sent your tracking number and would like it simply drop us a mail and we will happily provide it.
Your order will be shipped using Fastway Couriers which is fully insured and registered post outside Ireland with An Post and is FREE with all orders over €150.
Please see www.fastway.ie to track your order as once the delivery leaves us and you have the tracking number the onus is on you to make sure you are there to receive it. If you are worried about the delivery simply call them to arrange a good time or speak to the courier. Please add any notes regarding delivery when checking out and we can write it on the packet.
http://www.fastway.ie/contact-us
Please note : We are not responsible for international taxes and duties, that is the sole responsibility of the customer. In the event of a return or exchange the taxes, duties and shipping fees will not be refunded.
How long do custom pieces take to deliver?
Depending on the intricacy of what you’re looking for all custom orders can take between 3-5 weeks. We stock most of the initial disc pendants in gold ready to go so please mail us for availability.
Do you accept returns on custom pieces?
We cannot accept returns on custom pieces as they are all handmade to order. However, we can make certain exemptions if there is a mistake on our part, feel free to contact info@roxluna.com to discuss your particular situation. In some circumstances, we can accept exchanges.
Can you add fadas to stamped pieces?
We can't add fadas to stamped pieces at this time as our stamps are set sizes and there is no fada. We can engrave fadas on fine pieces only.
Do you accept returns on earrings?
We cannot accept returns on earrings for hygiene reasons. This does not affect your statutory rights. If the earrings are faulty however we can discuss this once it is reported straight away.info@roxluna.com Return address will be given after you email us.
If I have a return what do I do?
In the unlikely event that you have a return please mail or call us straight away to verify before you send it back to us. We will then discuss the process with you. Please be aware we do not refund shipping. Plated items can dull with normal wear and tear over time or through not being looked after properly so we cannot accept returns due to this reason after a certain amount of time. Please see jewellery care section.
Do you wholesale?
Yes, we do wholesale and are currently taking applications around Ireland and the UK. Please contact us at info@roxluna.com
What way can I pay?
We accept all major credit cards and PayPal. Our website is fully secure so you can shop with full peace of mind. Our payments are processed through Stripe.
Do you do gift vouchers?
Yes, we do gift vouchers for €350/ €50/ €100 & €200. If there is a specific amount you’re looking for though we can customise!
Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees.
Do you gift wrap?
Yes, we offer FREE gift wrapping on every order! We want your Roxluna purchase to arrive at its destination just the way you want it. Please write ‘gift wrap please’ in message box checking out. Please note this will not allow you to see the item before it's opened as a gift.
If you are shipping directly to the recipient this is ideal.
Can I send something directly as a gift with a card attached?
Of course, you can. We can add a pretty card to your order with your personal message with an additional cost of just €5!