At Lunelle, we want you to feel comfortable and confident with every purchase. We understand that sometimes an item may not be quite right, and we aim to make the return process clear and straightforward.
Please review our return and refund policy before requesting a return.
1. Our 30-Day Return Policy
You may request a return within 30 calendar days of receiving your order.
To begin a return, please contact our customer support team within this 30-day period and provide your order number and the item or items you would like to return.
Returns are subject to the eligibility conditions outlined below, without limiting any rights you may have under applicable law.
2. Return Eligibility
For a standard return, items should meet the following conditions:
- The item is unworn, unused, and unwashed.
- The item is in its original condition.
- Original product tags remain attached, where applicable.
- The item is free from stains, odors, alterations, or damage caused after delivery.
- Proof of purchase or an order number can be provided.
You may inspect or try on clothing as reasonably necessary to assess fit and appearance.
Items that do not meet the return conditions may be ineligible for a standard voluntary return, subject to applicable law.
3. Items That May Not Be Eligible
[TO CONFIRM: Whether any product categories are excluded from voluntary returns, such as intimate apparel, personalized products, or items clearly marked as final sale.]
Any return restrictions must be disclosed before purchase and will not override rights available under applicable law.
4. How to Request a Return
To request a return:
- Contact our customer support team at [TO CONFIRM: Customer support email].
- Include your order number, the item you wish to return, and the reason for your request.
- Wait for return instructions from our team.
- If your return is approved, follow the provided instructions for sending the item back.
- Retain proof of shipment until your return has been resolved.
Please do not send items to an address that has not been confirmed by our support team.
Return Location: [TO CONFIRM: Return receiving address or authorized return facility]
5. Return Shipping Costs
Standard Voluntary Returns: [TO CONFIRM: Whether the customer or Lunelle pays return shipping costs.]
Damaged, Defective, or Incorrect Items: [TO CONFIRM: Return label or shipping reimbursement procedure.]
Any applicable return fees or deductions will be disclosed before the return is completed.
We will not impose return charges that are prohibited by applicable law.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.
Include your order number, a description of the issue, and photographs if available.
We will review the matter and provide an appropriate resolution, which may include a replacement, refund, or another remedy as required by applicable law.
7. Refund Processing
Once your returned item has been received and inspected, we will notify you of the outcome of your return request.
Approved refunds will generally be issued to the original payment method, unless another method is required or agreed upon.
Refund Processing Time: [TO CONFIRM: Time between return approval and refund initiation.]
The time required for the refunded amount to appear in your account may depend on your payment provider or financial institution.
Any applicable refund deadlines under consumer protection laws will take precedence.
8. Shipping Charges and Refunds
[TO CONFIRM: Whether original outbound shipping charges are refunded for standard voluntary returns and how partial returns affect the original free-shipping threshold.]
Where applicable law requires shipping charges or other amounts to be refunded, those requirements will be honored.
9. Exchanges
[TO CONFIRM: Whether direct size and color exchanges are supported or customers must return an item and place a new order.]
If you need a different size or color, please contact our customer support team before returning your item.
10. Order Cancellations
If you need to cancel or modify an order, please contact us as soon as possible.
We will check the status of your order and advise whether the requested change can be made.
Orders that have already been dispatched may not be eligible for modification through the normal order-editing process.
Any cancellation or refund rights provided by applicable law remain unaffected.
11. Contact Information
For return or refund assistance:
Customer Support: [TO CONFIRM: Customer support email]
Brand: Lunelle
Operated By: [TO CONFIRM: Legal business name]
We appreciate your understanding and thank you for shopping with Lunelle.