FAQ

Welcome to Kiki’s Handmade Studio! At this FAQ section, you'll find answers to common questions about our services and policies.

If you need further assistance, please contact our customer service team. We're here to help and ensure you have a great shopping experience!

Creations & Products

What makes the products at Kiki's Handmade Studio unique?

Every item at Kiki's Handmade Studio is meticulously handcrafted with care, showcasing the artistic dedication of our artists. Each artist has a distinct style, allowing us to offer a wide variety of unique products.

How are the prices of the products determined?

The pricing of each product reflects the time and cost of creation, as well as the artist's intention. Factors such as production time, material costs, and the artist's discretion all play a role in determining the final price.

Are all products available for customization?

While we offer customization services for certain products, others are not eligible for customization. The availability of customization depends on the specific product and the artist's discretion. If you need a custom order, please contact us via Instagram or email.

Can sold-out products be reproduced?

Some items are unique and cannot be reproduced once sold, based on the artist's decision. This means that once these unique items are sold, they cannot be restocked.

Orders & Payments 

Do you accept orders from my country?

We accept orders from all countries and regions listed in our country/region selector. This includes but is not limited to:

  • United Kingdom
  • United States
  • Canada
  • Austria
  • Belgium
  • Germany
  • Denmark
  • France
  • Greece
  • Ireland
  • Italy
  • Netherlands
  • Poland
  • Portugal
  • Spain
  • Czechia
  • Finland
  • Hungary
  • Norway
  • Slovakia
  • Sweden
  • Switzerland
  • Iceland
  • Türkiye
  • Argentina
  • Brazil
  • Chile
  • Indonesia
  • Saudi Arabia
  • Hong Kong SAR
  • Japan
  • Malaysia
  • Singapore
  • South Korea
  • Taiwan
  • Australia
  • New Zealand
  • United Arab Emirates

If your country is available in the country/region selector on our website, we are happy to process and deliver your order. If you have any specific questions about shipping to your location, please contact our customer service team for assistance.

How can I place a custom order?

If you are interested in placing a custom order, please contact us through our email or Instagram. Our team will be happy to assist you with your custom request.

Can I cancel my order?

We understand that mistakes happen, or you might have a change of heart, and that's perfectly fine! To cancel your order, please send us an email at kiki-magic@lunarcite.com within ONE hour of placing your order. If you happen to place an order outside of our regular office hours or reach out to us after the one-hour window, don't worry; we can help you with a return and refund instead. For more details, please refer to our Refund Policy.

Can I make changes to my order?

We're here to help you with order adjustments! Please kindly drop us an email at kiki-magic@lunarcite.com within the FIRST hour of placing your order, and we'll assist you. When amending an order, we can easily update delivery addresses, contact information, and gift messages.

If you wish to add another item to your order, we recommend placing a separate order and notifying us immediately. We'll gladly refund the second postage cost for your convenience. Your satisfaction is our priority!

Which payment methods are available for use?

We offer a wide range of payment options for your convenience! You can use Visa, Visa Debit, Maestro, MasterCard, American Express, Apple Pay, Google Pay, and PayPal. We also support Klarna for instalment payments. You have plenty of choices!

Is my payment secure? How is my payment protected?

All your payment information is securely processed through encryption by trusted third-party platforms, ensuring all transaction is professionally safeguarded. If you encounter any issues, please don’t hesitate to contact us immediately.

Shipping & Deliveries

What is the shipping process and how long will it take to receive my order?

For orders with items in stock, we will pack and ship them within 1-3 business days. For custom orders or items that require handmade production, we will ship them once the production is complete, which typically takes 10-15 business days. After the items are shipped, the delivery time will vary depending on the shipping service you choose. For specific shipping costs and delivery times, please refer to our Shipping Policy.

How do I track my order?

Excitedly awaiting your order's arrival? We understand the anticipation! You can easily track your order by clicking the link provided in your dispatch email. For those with an account, the tracking link can also be found in the "Orders" section. Happy tracking!

How are shipping costs calculated?

Shipping costs are calculated based on the weight and dimensions of your order, as well as the shipping destination. You can view the shipping costs for your order at checkout before finalizing your purchase.

Additionally, we offer free shipping within the UK for orders over £19, free shipping within Europe for orders over £69, and free worldwide shipping for orders over £99.

Returns & Warranty

Can I return my item?

We sincerely hope you adore your products as much as we do. However, if it doesn't quite meet your expectations, you can return it to us for a refund or exchange. To start a return, you can begin the process in your Account Centre. Alternatively, contact us at kiki-magic@lunarcite.com, and we'll provide you further instructions via our official email channel. For detailed instructions, please visit our Returns page by clicking here.

How long do returns take?

  • Our dedicated team works diligently to process returns swiftly. Typically, it takes 2-5 working days from the date we receive your return.
  • Rest assured; we won't keep you in suspense. We promise to keep you updated. You will receive a confirmation email once we've processed your return.
  • Please be aware that during peak periods (November – January), returns may require up to 7 working days for processing. Your patience is greatly appreciated during these busy times.

Can you repair my items? 

Currently, we do not offer repair, re-plating, or ring resizing services. If you have an item that requires repair, please contact us, and we'll be delighted to offer additional guidance and support.

Discounts

My promo code doesn’t work

  • If you have trouble applying a promo code you received from us, email us at kiki-magic@lunarcite.com for help. Ensure the checkout email matches the code's recipient email. We're here to assist!
  • If you encounter problems with a promo code from a third-party website, it's likely not an authorized Lunarcite code. Regrettably, some third-party sites distribute invalid or expired codes that we cannot validate. While our team is actively working to prevent such occurrences, occasionally, it's beyond our control. We appreciate your understanding in these situations!

Can I use more than one discount code on my order? 

Feel free to use one discount code per order, and please note that they cannot be stacked together.

Need Help?

Got questions about our products? We're eager to help! Reach out to us via email and we'll get back to you promptly. For real-time communication, please message us on Instagram.

We're available Monday to Friday from 9am to 5.30pm (GMT).