Returns & Exchanges

Ⅰ.Returns & Exchanges

At LUNA’S WISH, customer satisfaction is always our top priority.
Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to shipping. Our product quality is guaranteed. However, you do need to carefully and accurately check your size before buying. Please kindly refer to the size charts on the product page.

If you are dissatisfied with your order, we can easily arrange a refund or an exchange for you, please contact us within 30 days of receiving the product to request a return or an exchange. Our Customer Service team will provide you with an RMA form and our return address.

1. How to Reach Us


Contact us and describe the issue in detail, including the return or exchange reason, along with your order number and SKU product number. For defective, incorrect or not as described item, please send us a clear picture or video of the problem.

Our Solutions:
1) Our Responsibility:
-  If our company is responsible for the issue, we will allow a return to our warehouse for a refund or an exchange.
-  Once we receive the item, we will refund in full the original product price and its shipping or resend for a free replacement at our expense. This solution is only when LUNA’S WISH is responsible for shipping the wrong item/ size.

2) Customer's responsibility
-  Incorrect order(size of item)
If the customer has ordered an incorrect size or product, we can also allow a return. In this case, the customer will be responsible for the shipping fee both ways (to and from our warehouse) for an exchange. If the customer chooses a refund, we will refund the original product price. All and any shipping fees are non-refundable.
-  Unwanted item
If the customer decides that they no longer want the item or simply want to exchange the item, they can report this to us within 30 days of receiving the product for a partial refund of the product cost.

2. Additional notes about Warranty

  • Items must be sent back within 30 days of the delivery date. 
  • Items must be unworn, unwashed, and have original tags attached. Shoes must be unworn, show no signs of wear, and returned in their original packaging.
  • Items must be free of stains, makeup, deodorant, or wear.
  • The following items cannot be returned or exchanged: lingerie, swimwear, beauty items, Masks and protective equipment or discounted items. Items with non-returnable marks and free gifts cannot be returned.
  • If the customer requests a refund, we will refund the original product cost upon receiving the returned item. All shipping fees to return the item, and the original shipping fees, are non-refundable.
  • We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
  • Returns are processed within 5-7 business days after your item(s) are delivered to us.
  • Damaged, defective, or incorrect items must be reported within 7 days of delivery. 
  • Return drop-offs are not accepted at the address on your package or our corporate office.

 

 

Ⅱ.Refunds


Refunds will be processed within 7 business days upon receipt of your package. The refunds will be processed to the original payment method.
Returning shipping charges are non-refundable (we do not accept packages returned using C.O.D. delivery).

Note:
1) The original shipping fee and insurance are non-refundable. If you have any issues with your return, you must contact us within 180 days after your order was first placed.
2) Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Ⅲ.Order Cancellation


Your order will be fully refunded if it’s cancelled within 24 hours of purchase. Please submit a help ticket from Contact Us if you decide to cancel the order. For orders cancelled after 24 hours of purchase but before shipment, a 15% cancellation fee is applied to cover warehouse processing expenses. We will NOT accept order cancellation request if the orders have already been shipped.

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