Returns, Exchanges, and Refunds
1) Do you accept returns?
Returns are accepted as long as they do not exceed 7 days of delivery of the item. However, all items returned should be unworn in all original packaging and the return postage be paid by the returner.
A $9.95 returns processing fee is applied to all returns/exchanges.
**Promotional/sale items are not eligible for returns. ALL SALES ARE FINAL.
**All returns must have pre-approval by emailing firstname.lastname@example.org. Returns sent without approval are subject to refusal.**
2) Do you accept exchanges?
Exchanges are processed as returns. Return the item wanting to be exchanged and purchase in the new style or size. Sizes and styles sell out fast, so it's best to purchase as soon as possible when wanting a new size. Exchanges are not charged the returns processing fee.
3) I have changed my mind about my item, what do I do?
Unfortunately, as soon as an order is placed on our website, our warehouse team packages and ships the items. This is to avoid delays in the shipping process. You may email us and if the item hasn't shipped, we can revise your order. Once the item is shipped, it will need to be processed as a return.
4) How long do refunds take?
Refunds may take up to 14 business days, depending on the system you used to pay with. Please contact us if it has been more than 14 days business days.
5) What is your full return policy?
All items bought may be returned and/or refunded by the buyer, subjected to the discretion and approval, given the following conditions:
Exclusions apply to promotional (free) items.
Request(s) for returns are accepted within 7 working days from delivery.
All items must be returned in their delivered state, along with all of its parts and tags.
Wrong items may be exchanged, depending on approval.
Cancellation of items/orders may be made prior to the completion of orders. Cancellation made after shipment of the item(s) and/or after 2 hours of the initial purchase, must get approval. There is a 10% restocking fee for any cancellations once the order has been placed. Orders that have been processed are not eligible for cancellation.
The return shipping postage will solely be the responsibility of the buyer.
The management reserves the right to refuse any returns/refunds and each case is subjected to the sole discretion of Luna + Luca.
The company will not be liable for any errors in shipping addresses provided by the customer and will be subject to the item returning back to us before receiving a refund.
Any change of addresses are subjected to approval and orders that are shipped/completed are strictly non-editable.
Any reshipment of items done must correspond to the address found in the initial order and cannot be changed nor substituted with another address, design or brand of the item. We are not liable for the inaccuracy of address as provided by the buyer.
6) What if my item(s) are stolen, missing, or damaged once delivered?
Luna + Luca are not responsible for stolen or missing items. Please be sure to ship to a secure address. Please contact your carrier for further help.
We encourage you to use Route Shipping Insurance at checkout to insure your package. If Route insurance is declined, Luna + Luca is not responsible for lost, stolen, or damaged shipments once they leave our warehouse.
We do not work or call the carriers to make claims and claims will solely be handled through Route Shipping Insurance. If you opt out at checkout, you assume all responsibility.
7) Do you refund gift cards?
Gift card purchases are non-refundable.