Refund policy

At Lucy Lunas, your satisfaction is our top priority. If you are not fully satisfied with your purchase, you can submit a return request following the rules listed below.

Return Eligibility

All return requests must be submitted within 30 calendar days upon package delivery.

To be qualified for a full refund, all returned items must meet every standard:
  • Unused, unmodified and unwashed
  • Keep original intact condition without scratches or damage
  • All original labels and packaging attached completely
  • Free of stains, peculiar smells, lint and any signs of artificial damage
  • Packed with original packaging when sending back
Products failing the inspection above will be rejected for refunds.

Non-Returnable Items

Due to customization characteristics and special sales rules, the below goods cannot be returned or refunded:
  • Custom woven labels, satin printed tags with personalized logos, texts or sizes
  • Clearance, discounted and all Final Sale products
  • Gift cards
  • Items damaged by improper storage, wrong operation or self-modification
  • Goods without prior official return approval from customer service

How to Request a Return

You must get return authorization before sending any items back.

📧 Email: help@lucylunas.com

Please attach these contents in your email:
  1. Your full order number
  2. List of items you plan to return
  3. Detailed return reason
  4. Clear real-shot photos of goods (required for defective, wrong or damaged items)
After we review and approve your application, we will send you the official valid return address and full shipping guidelines. Any returns shipped without pre-approval will not be received or processed.

Return Shipping Costs

Buyers take full responsibility for all return shipping fees, relevant customs charges and logistics expenses.

Original delivery shipping fees are non-refundable, except for orders with defective, wrong or damaged goods caused by our production error.

We highly suggest choosing trackable logistics for return delivery. Lucy Lunas will not compensate for lost, stolen or delayed return parcels.

Damaged, Defective or Incorrect Items

If you receive broken, defective or mismatched products from us, reach out via email within 7 days after delivery.

You need to provide:
  • Your order ID
  • Clear photos of defective/wrong items
  • Photos of outer shipping package and shipping label
We will check all evidence thoroughly and offer corresponding solutions including full refund as appropriate.

Refund Processing

Once we receive your return package and finish quality inspection, we will send you an inspection result notification.

If your return is accepted, the full refund will be sent back to your original payment account within 5–10 business days.

Please be aware that banks or payment platforms may need extra processing time for the fund to show in your balance.

Order Cancellation

Orders can be cancelled freely within 12 hours right after checkout.

Once the order enters production or shipping procedure, cancellation requests will no longer be available.

Send all cancellation inquiries to help@lucylunas.com.

Chargebacks & Payment Disputes

If you encounter any problems with your order, kindly contact our support team before opening a chargeback or payment dispute.

We will actively communicate with you to solve all issues fairly and efficiently.

Important Address Notice

The address shown on our website is only for business correspondence, NOT the official return address.

Do not ship returned merchandise to this mailing address. You have to email us first to get authorized return address and return number.

Contact Information

Lucy Lunas

📧 Email: help@lucylunas.com

📍 Mailing Address:

28353 Corte Ocaso

Temecula, California 92592

United States

THIS ADDRESS IS FOR CORRESPONDENCE ONLY — NOT A RETURN ADDRESS
If you have any questions about returns, refunds or order issues, feel free to email help@lucylunas.com. Our support team will reply to all inquiries within 24–48 business hours and offer professional assistance.