Refund policy

Returns:

To start a return or exchange, click here.

We accept returns within 10 days of delivery. Items must be returned in their original condition: unworn, undamaged, with all tags attached and in their original packaging.

After 10 days, we can offer store credit or a direct exchange only, if eligible.

Once a return is approved and return instructions are sent, items must be shipped within 3 days. Returns postmarked after that window may not be accepted.

Please note that original shipping charges are non-refundable.

Refunds:

If you choose to return an item for a refund, the customer is responsible for return shipping, and the return shipping cost will be deducted from the refund.

A 4% restocking fee will apply to all items returned for a refund. This fee helps cover the cost of receiving, inspecting, processing, repacking, and restocking returned items.

For returns with a total refund value of $300 or more from a single order, an 8% restocking fee will apply instead.

Refunds are processed within 3–5 business days after the return is received and inspected.

Store Credit:

Customers may choose store credit instead of a refund.

When selecting store credit, a 10% bonus credit will be added to the return value, and the restocking fee will be waived.

Exchanges:

To request an exchange, click here.

We offer one first-time free exchange per order within 10 days of delivery.

For this first exchange, return shipping is covered, outbound shipping for the replacement item is covered, and no restocking fee will apply.

Items must be in original condition: unworn, undamaged, with all tags attached and in their original packaging.

Once an exchange is initiated, the requested exchange item will be reserved for 10 days. The original item must be shipped back within 3 days of initiating the exchange.

Your replacement item will ship once the returned item is received and processed.

Exchange Returns:

If an exchanged item is later returned for a refund, a $15 processing fee will be deducted to help cover the shipping costs incurred on the exchange.

Sale Items:

Sale items follow the same return policy unless marked FINAL SALE.

Final Sale Items:

Items marked FINAL SALE, or purchased with a final sale discount code, are not eligible for return or exchange.

Lost Packages:

For lost package issues, you may email support@lunella.co.