1. Return Window
You may request a return within 30 days after delivery unless the item is marked final sale, customized, non-returnable, or excluded by local law or hygiene rules.
Returned items must be unworn, unwashed, unused, free from odors or stains, and in original condition with tags and packaging where available.
2. Size or Preference Returns
If an item does not fit or you changed your mind, contact support@lunoriana.com before sending it back. We will provide return instructions when the item is eligible.
For preference returns, the customer may be responsible for return shipping costs, customs charges, and any non-refundable shipping fees unless local law requires otherwise.
3. Wrong, Damaged, or Defective Items
If you receive the wrong item, a damaged item, or a product with a manufacturing defect, contact us within 7 days of delivery with your order number and clear photos of the item, packaging, label, and issue.
After review, we may offer a replacement, refund, store credit, repair guidance, or another reasonable solution. We may not require a return for certain verified defects.
4. Items That Cannot Be Returned
Final sale items, gift cards, used or washed items, items without reasonable proof of purchase, items damaged by misuse, and items returned without approval may not be eligible for a refund.
For children's apparel, we may refuse returns that show wear, stains, perfume, pet hair, washing, alteration, or other condition issues that make resale or safe handling unsuitable.
5. How to Start a Return
Email support@lunoriana.com with your order number, the item name, the reason for return, photos if relevant, and whether you prefer a refund or exchange when available.
Please do not ship items back before receiving instructions. Unauthorized returns may be delayed, refused, or returned to sender.
6. Refund Timing and Method
Once an approved return is received and inspected, we will notify you of the result. Approved refunds are usually issued to the original payment method where possible.
Processing times vary by payment provider and bank. Shipping fees, duties, taxes, return postage, and payment processing fees may be non-refundable unless required by law or caused by our error.
7. Exchanges
Exchanges depend on inventory availability. For faster replacement, we may recommend placing a new order and returning the original eligible item for refund.
8. Lost Packages and Delivery Issues
If tracking shows a delivery issue, contact us promptly. We may ask you to confirm the shipping address, check with the carrier, or provide a written statement before we can investigate.
9. Contact
For return or refund help, contact support@lunoriana.com. Please include your order number so we can assist quickly.