Refund policy

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. Unfortunately, we cannot accept returns on sale items or gift cards. To start a return, you can contact us at LuciaNoricontact@wp.pl Items sent back to us without first requesting a return will not be accepted.

All orders from 20th January - 28th February are pre-orders, and will be shipped from the 28th February, we do not accept returns on pre-order items.

You can always contact us for any return questions at LuciaNoricontact@wp.pl

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. We only allow cancellations for orders within 24 hours after are placed, as they ship immediately.

Order Cancellations

If you request to cancel your order after it has been placed, a $10 administration fee may be deducted from your refund to cover processing and staff time.

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). The 30-day money back guarantee/warranty is limited to defective items only. Please 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.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Lost/Invalid Packages Due To Incorrect or Incomplete Address

It is the customer's responsibility to provide accurate and complete shipping information at checkout. If a package is returned due to incorrect, incomplete or unverified address:

  • Our team will contact you via the email provided to resolve the issue
  • If there is no response within 60 days, the order will be considered abandoned
  • No refund or replacement will be issued

Double check your address before placing the order. If you've already ordered an incorrect carrier, contact us immediately.

Responsibility After Delivery

Once delivered to your address, all responsibility transfers to the recipient. Luna Store is not liable for:

  • Theft
  • Damage
  • Loss after successful delivery

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 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.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at LuciaNoricontact@wp.pl