Our Commitment to Your Satisfaction

At Lunora Shop, we’re dedicated to ensuring your complete satisfaction with every purchase from our curated collection of Sets, Shorts & Pants, and Tops. We understand that sometimes a product might not meet your expectations, which is why we’ve created a straightforward returns and exchanges process.

Return & Exchange Eligibility

We accept returns and exchanges for items that meet the following criteria:

  • Items must be returned within 15 days of receiving your order
  • Products must be unworn, unwashed, and in original condition with all tags attached
  • Original packaging should be included when possible

Important Note: Non-Returnable Items

Based on our product analysis and to maintain quality standards, the following items cannot be returned or exchanged:

  • Final sale items (clearly marked during purchase)
  • Intimate apparel for hygiene reasons
  • Items that show signs of wear, damage, or alteration
  • Products without original tags or packaging

How to Initiate a Return or Exchange

1

Contact Our Customer Service

Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.

2

Wait for Approval

Our team will review your request and respond within 1-2 business days with a Return Authorization Number and shipping instructions.

3

Ship Your Return

Package your item securely, include the original packing slip or order confirmation, and ship to the address provided. We recommend using a trackable shipping method.

4

Processing

Once we receive your return, we’ll inspect the item and process your refund or exchange within 3-5 business days.

Return Request Template

Copy and paste the template below into your email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:

Dear Lunora Shop Customer Service Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Item(s) to Return/Exchange: [Product Name, Size, Color]
Reason for Return/Exchange: [Please specify – Size issue, damaged item, wrong item received, etc.]

I confirm that the item is unworn, unwashed, and includes all original tags and packaging.

Please advise on the next steps for my [return/exchange].

Thank you,
[Your Full Name]
[Your Email Address]

Refund Information

Refund Processing Time

Once we receive and inspect your return:

  • Refunds are processed within 3-5 business days after we receive your return
  • The refund will be issued to your original payment method

Refund Method & Timing

Refunds are issued to your original payment method. Processing times vary by payment provider:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
  • PayPal: 3-5 business days to reflect in your account

Please note that shipping charges are non-refundable, unless the return is due to our error.

Exchange Process

For exchanges:

  • We’ll ship your replacement item once we receive your return
  • If the exchange item costs more, you’ll need to pay the difference
  • If it costs less, we’ll refund the difference
  • Exchanges are subject to product availability

Need Assistance?

Our customer service team is here to help with any questions about returns or exchanges:

Email: [email protected]
Response Time: 1-2 business days
Business Hours: Monday-Friday, 9AM-5PM EST

We appreciate your trust in Lunora Shop and are committed to ensuring your shopping experience is as stylish and seamless as our fashion collections.