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.
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 a return processing fee.
3) I have changed my mind about my item, what do I do?
Orders cannot be modified or cancelled once they have been submitted. However, unwanted items can be returned for a refund once received if they are eligible under our return policy below. For more return information, please refer to our returns policy below.
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 days from delivery.
All items must be returned in their delivered state, along with all of its parts and tags.
Orders cannot be modified or cancelled once they have been submitted. However, unwanted items can be returned for a refund once received if they are eligible under our return policy. For more return information, please refer to our returns policy.
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.
In most cases, once an order has been placed, any changes to the order cannot be made and is the sole responsibility of the buyer. Please double check your address before placing your order.
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.