Return Policy

Return & Refund Policy – Lune & Rose

Last updated: 1 January 2026

At Lune & Rose, we strive to offer a smooth and transparent shopping experience. Please review our return and refund policy carefully before placing an order.

Order Cancellation

Once an order has been placed, it is processed automatically and cannot be cancelled or modified.

If your order has already been shipped, you must wait until delivery is completed and then submit a return request in accordance with the policy below.

Returns

Return shipping costs are not covered by Lune & Rose and are the responsibility of the customer, regardless of the reason for return or the destination.

You may request a return within 30 days of the delivery date, provided that all of the following conditions are met:

  • The item has not been used or worn

  • The item is returned in its original packaging

  • The item is not damaged by the customer

  • The return request has been approved in advance by our support team

  • The return shipment includes a valid tracking number

For hygiene and safety reasons, certain products are not eligible for return (see section below).

If an item arrives damaged or defective, you must notify us immediately upon delivery and provide clear photographic evidence.

Lune & Rose reserves the right to refuse any return that shows signs of use, wear, washing, or damage.

Return Process

Step 1 – Request Approval

To initiate a return, please contact us at info@luneandrose.com and include:

  • Your order number

  • The reason for the return

  • Photos (required if the item arrived damaged or defective)

If your return is approved, we will provide you with the correct return address.
Returns sent without prior approval or to an incorrect address will not be accepted.

Step 2 – Return Shipment

You must ship the item using a carrier that provides tracking.
The customer is responsible for the return shipment until it is received by us.

The return must be shipped within 14 days after receiving our return confirmation.

Step 3 – Refund

Once the returned item has been received and inspected, your refund will be issued to the original payment method within 14 business days.

Right of Withdrawal

In accordance with applicable consumer protection laws, customers have the right to withdraw from their purchase within 60 days of delivery.

To exercise this right, please notify us in writing via info@luneandrose.com.
Return shipping costs remain the responsibility of the customer.
Refunds will be processed only after the returned item has been received and approved.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Hygiene products, underwear, or intimate items

  • Personalized or custom-made products

  • Gift cards

  • Items that show signs of use or damage

Exchanges

Exchanges for a different size or color may be arranged upon request, subject to availability.

Shipping fees for the replacement item are the responsibility of the customer.
In certain cases, we may offer an exchange without requiring the original item to be returned.

Please contact info@luneandrose.com to discuss exchange options.

Incorrect, Defective, or Damaged Items

Please inspect your order immediately upon delivery.
If you receive an incorrect, defective, or damaged item, contact us right away so we can resolve the issue promptly.

Failure to report damage within a reasonable timeframe may result in the request being declined.

Unclaimed or Returned Packages

If a package is not collected or is returned to us due to an incorrect address or failure to collect, any associated costs may be deducted from the refund.

Returned or unclaimed packages may be unsellable. Customers are responsible for monitoring their shipments.

Contact Information

For any questions regarding returns or refunds, please contact us at:
📧 info@luneandrose.com