Our Exchange Policy
We do not offer exchanges, but there is no need to worry. Simply return an eligible item for a refund, then place a new order for the size, colour, or style you would prefer. A new order lets you see the most current stock and delivery information before you buy again.
We cannot reserve replacement stock while a return is travelling back to us. If the preferred item is available and you do not want to wait for the refund, you may place the new order separately. The return and the new purchase will remain two separate transactions.
Return Window and Eligibility
You may request a return within 30 days after delivery unless the product is marked final sale, customized, non-returnable, or excluded by applicable hygiene rules or law. Contact us within the return window even if you are still waiting for instructions.
Items should be unworn, unwashed, unused, unaltered, and in their original condition. Please keep original tags attached and return the item with its packaging where reasonably possible. Clothing with stains, odours, pet hair, damage from wear, washing, or missing parts may not be eligible for a refund.
Trying an item on carefully is understandable. Please take the same care you would expect when receiving a new garment: avoid makeup, perfume, deodorant marks, snagging, and removing protective or hygiene components until you are sure you will keep it.
Items That May Not Be Returnable
Final sale items, gift cards, used or washed items, items returned without reasonable proof of purchase, and items damaged by misuse may not be refundable. For hygiene-sensitive products, a removed hygiene strip, broken protective seal, or opened sealed packaging may affect eligibility.
The product page and checkout may identify additional restrictions. Nothing in this policy removes any mandatory consumer right that applies in your location.
How to Start a Return
Before sending anything, email support@lunoriana.com. Include your order number, the email address used at checkout, the item name, the size or colour, the quantity being returned, and a brief reason. Photos are helpful when the concern involves condition, damage, a defect, or an incorrect item.
Please wait for return instructions and use only the return address provided by our support team. Do not send a parcel to an address found on the website, the original shipping label, or elsewhere; that may not be the correct returns location and could delay or prevent processing.
Eligible returns include return shipping at no charge when you follow the method provided by our support team. We do not promise a self-service returns portal or one specific label format; the available no-cost method is provided with the approved return instructions.
Packing and Sending Your Return
Fold and protect the item, include any requested return information, and use packaging suitable for the journey. Remove or fully cover old shipping labels and barcodes so the carrier can scan the correct label.
Use a trackable service when instructed and keep the receipt and tracking number until the refund is complete. A return remains the sender's responsibility while it is travelling unless our instructions or applicable law state otherwise.
Please do not combine items from different orders in one parcel unless support specifically confirms that you may do so. Separate order records may require separate instructions so each item can be identified correctly.
Return Shipping Costs and Original Charges
An eligible return has no return shipping charge when it is sent using the approved method in our instructions. Costs from an unapproved carrier or method, optional packaging, customs charges, or a parcel sent without approval may remain your responsibility unless applicable law requires otherwise.
If we confirm that the item is wrong, damaged, or defective, we will explain the appropriate no-cost return or resolution method. Please contact us before paying to send such an item back, because an unauthorized shipping cost may not be reimbursable.
Inspection and Refunds
After an approved return reaches the designated location, it is checked against the order and return request. We will contact you if information is missing or if the item's condition affects eligibility.
Approved refunds are issued to the original payment method where possible and reflect the amount actually paid for the eligible item after discounts. We will send a confirmation when the refund has been processed.
The time for a refund to appear is controlled by the payment provider or bank after we issue it. Optional shipping upgrades, duties, taxes, and costs from an unapproved return method may be non-refundable unless required by law; charges caused by our confirmed error are handled separately.
Wrong, Damaged, or Defective Items
We are sorry if an order arrives with a problem. Please contact support@lunoriana.com within 7 days of delivery when possible so we can review it promptly. Include your order number and clear photos of the full item, packaging, shipping label, garment label, and specific issue. This request period does not remove a longer mandatory right that applies in your location.
Once reviewed, we may offer a refund, replacement for a confirmed product issue, store credit, repair guidance, or another reasonable solution. A resolution for a wrong, damaged, or defective item is separate from an exchange requested because of size, colour, or preference.
Gifts and Promotional Orders
For a gift return, contact us with the order number if it is available. We may need to verify the original order and purchaser. Refunds are generally returned to the original payment method, so we will explain what is possible before you send the item.
If a promotion or discount applied to the order, the refund is based on the price actually paid for the returned item. Returning part of a qualifying offer may affect the calculation where the offer terms require it.