Terms & Conditions Permanent Jewellery

Booking

All appointments must be booked in advance through our website booking system. To ensure a smooth and personalised experience, walk-ins are not accepted.

Deposit

A non-refundable $50 deposit is required at the time of booking. This deposit will be applied toward the total cost of your permanent jewellery on the day. The remaining balance will be paid at your appointment.

Time Allocation

Each appointment is allocated 45 minutes, allowing time to select your chain, add charms, and have your piece perfectly sized and welded. This ensures a relaxed and customised experience.

If you are running late, please contact us as soon as possible. Arrivals more than 15 minutes late may result in a shortened appointment or require rescheduling, which may result in the loss of your deposit.

Rescheduling

Appointments can be rescheduled up to 24 hours before your scheduled time. Changes made after this window may result in the loss of your deposit.

Cancellation

Cancellations made with less than 24 hours’ notice or no-shows will forfeit the $50 deposit.

If you cancel with at least 24 hours’ notice, your deposit can be issued as a store credit for future use.

Refund Policy

We do not offer refunds for services that have been booked or completed, including deposits. However, deposits can be applied toward another appointment, product, or service at Luna & Willow Accessories via our website.

Waiver & Consent 

All clients are required to sign a waiver and consent form prior to receiving their permanent jewellery service.

Permanent jewellery is not available for children under 13. Clients under 18 must be accompanied by a parent or legal guardian, who will be required to sign the consent form at the appointment.

Warranty, Returns and Refunds

At Luna & Willow, each permanent jewellery piece is custom-made and cut to size during your appointment. Because of this, we do not offer refunds, exchanges, or returns for change of mind.

30 Day Warranty

We offer a complimentary 30 day warranty for any issues where your chain separates at the weld point, provided the following conditions are met:

  • You can provide proof of purchase (e.g. invoice or booking confirmation).
  • Our care instructions were followed as outlined at your appointment.
  • You are still in possession of the original chain and/or charm.

Warranty does not cover issues caused by stretching, pulling, or lost chains.

Re-welding and Repairs

A re-welding fee of $30 will apply if:

  • Your weld has come apart outside of the 30 day warranty period, and you still have the chain.
  • You wish to shorten your piece.
  • You would like to add charms to your existing jewellery (additional charm cost applies).

A full replacement cost applies if:

  • Your chain is lost.
  • Your chain has been stretched, broken, or damaged.
  • You wish to lengthen your chain.

All repairs and adjustments must be booked in advance. 

Materials and Discolouration

Our chains are made from high-quality, tarnish-resistant materials. If your chain shows signs of discolouration within 30 days, please contact us immediately with photos and proof of purchase. Your piece will be assessed, and if deemed faulty, we may offer a replacement or store credit. Final assessment is at the discretion of Luna & Willow Accessories.