Refund and Cancellation Policy
We understand that sometimes a product may not fully meet your expectations. At Luna&Lucas, we offer a flexible return, refund, and cancellation policy — with a few important conditions to ensure a fair process for everyone.
⚠️ PLEASE NOTE: WE DO NOT OFFER FREE RETURNS — RETURN SHIPPING COSTS ARE THE CUSTOMER’S RESPONSIBILITY.
Can I return my order?
Yes, you can.
If you are not satisfied with the items received, you may return them within 30 days of receiving your order, subject to the following conditions:
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The item must include all its original parts and components, and the packaging must be in good condition.
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Normal wear and tear is acceptable. Damage caused by misuse or mishandling is not covered.
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Hygiene items must be carefully cleaned before return.
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The product must have been found defective upon receipt.
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We reserve the right to charge the return shipping costs to the customer.
Returns are processed within 7 business days of receipt. If the return conditions are met, you will receive an official return confirmation within this timeframe.
We reserve the right to refuse a return if the items appear used, damaged, or mishandled outside our responsibility.
How do I return an order?
If your return meets the conditions above, please follow these steps:
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Send us an email at info@lunalucasjewels.com
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Include the following details in your message:
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Your order number
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Reason for return
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A photo of the product (if damaged or defective)
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Your first and last name
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Your shipping address
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We will provide you with the correct return address once your request has been reviewed.
❗ Do not return your parcel to the address shown on the shipping label. We will send you the proper return address.
All return shipping costs are the customer’s responsibility.
Cancellation Policy
If you wish to cancel your order, you must notify us within 24 hours. After this period, we reserve the right to refuse cancellation if your order is already being processed.
In that case, please wait until your order is delivered and then initiate a return under the conditions outlined above. Thank you for your understanding.
Customer Service
Never hesitate to contact our customer service team: info@lunalucasjewels.com
Right of Withdrawal (Return and Refund Conditions)
In accordance with consumer protection laws, you have the right to withdraw within 30 days if the order was placed for non-commercial, non-professional purposes.
Refund Eligibility
You have 30 days from the date of receipt of the last item in your order to request a refund.
⚙️ Our order system is fully automated, and orders are processed immediately. This means cancellations are no longer possible once the order has shipped. Refunds are only possible after the returned items have been received.
To exercise your right of withdrawal, you must send us a clear written request (for example, by email) indicating your decision to cancel the contract. The return process is considered complete only after the product has been received. Return shipping costs are the buyer’s responsibility.
Items in Transit
All our products are shipped from Asia, which may result in longer delivery times.
If your parcel is already in transit, it cannot be cancelled. Please wait for delivery, then follow the return instructions.
However, you may notify us in advance of your intent to cancel the order. To speed up processing, please send us a shipping confirmation once your return has been dispatched.
Effects of Withdrawal (Refund Process)
If you withdraw:
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We will refund all payments received, except for the original shipping fees (and any additional charges for express or non-standard delivery).
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The refund will be issued within 14 days of receiving both your cancellation request and the returned items.
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Refunds will be made using the same payment method used for the original order, unless otherwise agreed.
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You will not be charged any fees for the refund.
📦 ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA, AT THE CUSTOMER’S EXPENSE.