Frequently Asked Questions

Upon purchase, you will be provided a tracking number & confirmation of your order via the email address provided! follow the tracking link to get up to date tracking information. In the circumstance of any lost or undelivered orders, please do not hesitate to reach out to our support team via email at support@lilithmoon.com.au & we will rectify the situation as quickly as possible. 

There is no shipping charges for all orders over $100.00 AUD, for all orders below $99.00, there is a small charge to account for Auspost fees which is kept as minimal as possible so you can still enjoy your treasures without worry. Each order is carefully packed and sent directly from Melbourne, with your jewels expected to arrive within 3-5 business days. Just a little patience, and your magic will be in your hands before you know it! ✨

Watch this space!

Yes, we currently ship to New Zealand, however we do not yet service customers in Europe or the Americas. Shipping rates and delivery times will vary based on your location, so please check our shipping policy for more information.

We strive to process orders within 1-2 business days. For domestic shipping within Australia, you can expect delivery in 5-7 business days with standard shipping. If you choose express shipping, it typically takes 2-3 business days. International orders may take longer, so please check our shipping policy for more details.

Absolutely! Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this number to track your shipment and stay updated on its delivery status.

Your satisfaction is our priority! If you are not entirely happy with your purchase, you can return items within 30 days, provided they are unused and in their original packaging. We guarantee qualuity & workmanship up to 12months after initial purchase. Please note that custom-made or personalized items are non-returnable unless they arrive damaged or defective.

We're sorry that you weren't 100% satisfied! You can exchange an item with a higher-price item or the same item with a different size, however it is expected the customer cover the return shipping cost as well the departing shipping cost. There is also a flat handling fee of $15.00. Please reach out to our customer service team at support@lilithmoon.com.au to inquire further about your exchange queries. 

We stand behind the quality of our products and offer a 30 day warranty from the date of purchase. Our warranty covers manufacturing defects in materials and workmanship under normal use.

This warranty includes:

• Structural issues with settings or clasps
• Tarnishing or fading under normal conditions
• Stones or parts detaching without external damage

This warranty does not cover:

• Normal wear and tear, scratches, or discoloration due to exposure to chemicals
• Damage due to misuse, accidents, or unauthorized repairs
• Lost or stolen items

To make a warranty claim, contact us at support@lilithmoon.com.au with your order number, photos of the product, and a description of the issue. We may require you to send the product back to us for evaluation.

We gladly accept all major credit cards (i.e. Visa, Mastercard, etc.) or PayPal. We may also accept additional payment methods depending on which country you are shopping from. Any available payment methods will be displayed on our checkout page.

uh oh! Sorry for the inconvience, let's get this fixed - firstly, make sure that your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having an issue, drop us a message via our live chat or via our email (support@lilithmoon.com.au) and we’ll do our best to help!

A rightful concern! Our customers can shop in peace knowing our checkout page uses SSL, which ensures that all of your browsing and shopping data remains private.

Such an important question! We understand that all materials are finite & therefore sustainability is at the heart of everything we create. We believe in jewelry that reflects not only beauty but also responsibility. Our pieces are crafted using ethically sourced gemstones and recycled metals, ensuring minimal impact on our planet. We Join us on our journey to a more beautiful, responsible world—where elegance meets ethics. One of our big goals are to include using 100% compostable cardboard for our shipping boxes to ensure they are 100% recyclable. We also aspire to partner, & donate a portion of each sale to womens refuge communities across australia by 2026. 

Quality and integrity are at the heart of our jewelry collections. We strenuously test the durability of our products & carefully select each material to ensure both beauty and durability, so you can enjoy wearing your pieces for years to come. Here's a closer look at what we use:

• Gold-Plated Sterling Silver (14K-18K): We offer a range of designs in high-quality, 14K to 18K gold-plated sterling silver. This blend combines the luxury of gold with the durability of sterling silver, giving each piece a rich finish that resists tarnishing while maintaining affordability.

• Gold and Silver Plated 316 Stainless Steel: Our jewelry also includes pieces made from 316 stainless steel, a premium grade that contains molybdenum. This added element enhances resistance to corrosion, making these pieces ideal for those who live in high-moisture areas or frequently engage in water activities. The gold and silver plating provide a stunning finish without compromising the steel’s durability.

• Ethically Sourced Gemstones: The gemstones we acquire are ethically sourced & sent directly from our Thailand Manufacturers. We are committed to responsible sourcing, ensuring that all our gemstones are ethically acquired. Our manufacturers work exclusively with gemstones that are certified by IGI (International Gemological Institute) or GIA (Gemological Institute of America), guaranteeing that each stone meets high standards of quality, authenticity, and ethical integrity.

Each of these carefully chosen materials reflects our commitment to providing you with jewelry that is both beautiful and built to last.

To keep your jewelry looking its best, we recommend storing it in a cool, dry place and avoiding exposure to harsh chemicals. It is recommended but not necessary to gently clean your pieces with a soft cloth after wearing to remove any oils or dirt. For specific care instructions, feel free to reach out to us!

We ensure that all of our materials that we source from our manufacturers are of the best quality. We strenuously test our products prior to sale, testing durability of the base metals, resistance to sun, chemical or water fading or corrosion. Our Stainless Steel range is plated with 0.05 mircon thick gold/silver ensuring extra long lasting colour. We recommend a gently clean of your pieces with a soft cloth after wearing to remove any oils or dirt to avoid colour fading. For specific care instructions, feel free to reach out to us!

Absolutely! All gemstones, unless specified in the product description are authentic & certified by the GIA (Gemological Institute of America) or IGI (Internation Gemological Institute). Our manufacturers only source high quality gemstones using source verification to reduce the risk of sourcing from unethical or conflict areas. Our suppliers collaborate with certified gemologists to undergo gemological testing methods such as spectroscospic analysis & refractive index testing. These tests ensure authenticity & quality of our gemstones.