* ALL RETURNS MUST BE APPROVED BY OUR SUPPORT TEAM PRIOR TO BEING SENT. FOLLOW THE LINK ABOVE TO HAVE YOUR RETURN REQUEST REVIEWED ***
Requests for returns or exchanges must be made within 7 days of receiving your order.
If you need to return or exchange your order, please read the following instructions carefully:
Reason why you want to exchange or return your order(s)?
- A change in size?
It happens that you make a mistake. We are all human right? This way, you need to inform us within 48 hours before our daily orders processing. After our shipping process, we will not help you exchange your order(s).
- You received the wrong item?
Like we said; We are all human right? Although we double check everything, it can happen that we send you the wrong item. No worries, please send a photo of the incorrect item they received to [email protected] and one of the team will follow it up for you.
- You received a damaged/faulty item?
Although quality is one of our top priorities, it can happen that a damaged item is sent out by mistake. In this case, you DO NOT NEED TO RETURN the item. You can keep it, maybe sew it yourself, use it as a rag or throw/give it away. The only thing we need you to do is send us a support email ([email protected]) stating your order number and please include a photo of the damaged good. If we can see in the photo it is damaged, we will send you a new item 100% free of charge ASAP.
- If you meet the above criteria please shoot us an email to [email protected]
WE DO NOT ACCEPT RETURNS OR EXCHANGES IF
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Return and Exchange
- You want a refund/return because you “changed your mind”. We produce on demand and therefore we cannot accept returns with that inquiry.
- You do not use the link above to have your return request reviewed and approved by our team, prior to you sending your product back.
- The item(s) have been worn, washed or used.
- The item(s) have been altered in any way
- The item(s) are in any way defective from the original and saleable condition unless the condition was our fault
- The item(s) do not have the original tags on them
- The item(s) were a Final Sale item, big sale periods such as: Halloween, Christmas, Black Friday, Patrick’s Day, etc… which are applied with their coupon code.
Any products you return must be in the same condition you received it and in the original packaging. Please keep the email receipt!
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Cannot accept returns via rejected or refused packages, abandoned packages, and packages returned outside of the designated return process.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We ship our products from different warehouses around the world, and always do our best to ship your items from the closest warehouse to your location. However, this might mean that some items arrive on different dates than others, as they are shipped from different warehouses. We are constantly working on stocking up our warehouses with as many products as we can, but you can probably imagine this is not always possible with 8000+ products and 3 warehouse locations. Because we don’t have enough time to produce a very big amount in a short time. We want our product will be of high quality and ask for perfection. We feel so sorry when we cannot ship your order on time and highly appreciate your patience. Any comment, we are willing to hear from you and we will reply as soon as possible. Rest assured, you will get all your items.
Tracking your order:
You will receive a confirmation email, containing a tracking ID and a link to follow the journey of your package. To track your package, you can visit our Order Lookup. Please allow 5 to 10 working days for the tracking information to show.
Wrong address disclaimer:
It is the responsibility of the buyer to make sure that the shipping address entered is correct. We do our best to speed up processing and shipping time, so please contact us immediately within 24 hours at [email protected] if you believe you have provided an incorrect shipping address.
However, we hold no responsibility if the package was shipped to the wrong address upon your mistake for providing or late notifying of the incorrect information.
We are not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it please report it to your respective shipping carrier at the information provided to you on our Tracking Page. If you have any further questions on how to do this please reach out to our customer support team at [email protected]lunapresent.com.
Simply contact our support team at [email protected] if you have any questions regarding your return.
Once you have placed your order(s), it will be automatically processed and saved in our system. Cancellation cannot be made for any reason relating to changes of mind, adding or aborting items, or external problems. No return or cancel when you use any coupons. We only refund or cancel if they are broken or damaged., if you want to change your order to another item (with the same price only), please contact us and state clearly what you want to change to. They can be changed if they have not in production yet. All the requests should be submitted to [email protected].