Refund policy
We have a 3-day return policy, which means you have 3 days after receiving your item to request a return.
Eligibility for Returns
To be eligible for a return, your item must:
- Be in the same condition as received
- Be unworn and unused (for hygiene reasons)
- Include the original box and packaging
- Be accompanied by the receipt or proof of purchase
⚠️An unboxing video is mandatory.
The video must clearly show the package being opened for the first time.
No returns, refunds, or exchanges will be accepted without an unboxing video attached to the email.
Change of Mind
Returns or refunds due to a change of mind after receiving or trying the product are not accepted due to hygiene reasons.
How to Start a Return
To request a return, contact us at info@lunael.store.
If your return is approved, we will provide:
- A return shipping label
- Instructions on how and where to send your package
Items sent back without prior approval will not be accepted.
For any return-related questions, reach out to us at info@lunael.store
Damages & Issues
Please inspect your order immediately upon delivery.
If your item is:
- Defective
- Damaged
- Incorrect
Contact us within 3 days of receiving the parcel at info@lunael.store so we can evaluate the issue and make it right.
An unboxing video is mandatory and must be included in your email.
Requests without an unboxing video will not be accepted.
Exchanges
The fastest way to receive the item you want is to:
- Request a return for your original item
- Once approved, place a new order separately
A store credit will be issued to your account, which can be used on your next purchase.
Refunds
Once we receive and inspect your return, we’ll notify you of the approval status.
If approved:
- Refunds will be processed to your original payment method within 10 business days
Please note:
Banks and credit card companies may take additional time to process and post the refund.
If more than 15 business days have passed since approval, contact us at info@lunael.store.