Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at LuneraShape@outlook.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at LuneraShape@outlook.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refund & Exchange Policy
No Refunds
All sales are final. We do not offer refunds for change of mind, incorrect purchases, or any other reason once an order has been completed.
Damaged Items
If you receive an item that is damaged or faulty, we will happily offer an exchange for the same item, subject to stock availability.
To be eligible for an exchange:
- You must contact us within 7 days of receiving your order.
- Proof of purchase must be provided.
- Clear photos of the damaged item and packaging must be submitted.
- The item must not have been used, altered, or intentionally damaged after delivery.
Once your claim is reviewed and approved, we will arrange an exchange. If the same item is unavailable, we may offer a suitable replacement of equal value.
We reserve the right to refuse an exchange if the damage is determined to have occurred after delivery or if the above conditions are not met.
For exchange requests, please contact us with your order details and photos of the damaged item.