Refund policy

At Lunaraè London, we take pride in creating high-quality, made-to-order pieces designed with care and attention to detail. Because our products are specially made once an order is placed, we operate a non-refundable return policy for most purchases.

However, we are committed to fairness, transparency, and excellent customer service. This Return & Refund Policy explains the conditions under which returns, replacements, or store credits may be issued.

Made-to-Order Policy

All products purchased from Lunaraè London are made to order. This means each item is produced specifically after a customer places an order.

Due to this customised production process:

  • We do not offer refunds for change of mind

  • We do not accept returns for sizing preferences or personal style choices

We encourage customers to review product descriptions, size guides, and product images carefully before placing an order. If you need assistance before purchasing, please contact our support team.

Return Eligibility Criteria

Although most items are non-refundable, we will review return requests if:

  • The item arrives damaged

  • The item is defective

  • The wrong product was delivered

To qualify for a return or replacement:

  • You must contact us within (48 hours / X days) of receiving the item

  • The product must be unused, unworn, and in original packaging

  • Proof of purchase must be provided

  • Photos or videos of the issue must be submitted for verification

Returns sent without prior approval may not be accepted.

Return Request Timeframe

Customers must report any issues with their order within (3days) of delivery.

If your return request is approved, the item must be shipped back within (3 days) after receiving return instructions.

Requests submitted after the specified timeframe may not be eligible for review.

Refund Process & Timing

Because our items are made to order, refunds are generally not offered.

However, if a return is approved due to damage, defect, or incorrect product delivery, we may offer one of the following solutions:

  • Replacement of the item

  • Store credit equal to the purchase value

  • Partial or full refund (where applicable)

If a refund is approved, it will be processed to the original payment method within 5–10 business days after the returned item has been received and inspected.

Please note that banks or payment providers may take additional time to process refunds.

Exchange Policy

As all items are made to order, we do not offer exchanges for size changes or personal preference.

If you are unsure about sizing, please review our size guide or contact our support team before placing an order.

If a sizing issue occurs due to a manufacturing error on our part, we will arrange a replacement at no additional cost.

Damaged or Defective Products

We carefully inspect every item before shipping. However, if your order arrives damaged or defective:

  1. Contact us at (lunaraelondon@gmail.com )within (3 days) of delivery.

  2. Provide your order number and clear photos of the issue.

  3. Our support team will review your request within 2–3 business days,

If the issue is confirmed, we will arrange a replacement or appropriate solution.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Made-to-order products

  • Customised or personalised items

  • Items purchased during clearance or promotional sales

  • Gift cards

Return Shipping Costs 

If a return is approved due to a defect or error made by Lunaraè London,we will cover the cost of return shipping.

For any other approved return circumstances, customers are responsible for return shipping fees. Original shipping costs are non-refundable.

We recommend using a tracked shipping method, as we cannot guarantee receipt of returned items without tracking.