At Lunora Shop, we’re committed to making your shopping experience as seamless and stylish as our fashion collections. We understand that online shopping requires trust, and we’ve designed our shipping and returns policies to ensure your complete satisfaction.

Shipping Information

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You’ll receive a shipping confirmation email with tracking information once your order has been dispatched.

Shipping Methods & Delivery Times

We ship globally, excluding some remote areas and parts of Asia. Please see our shipping options below:

Shipping Method Cost Delivery Time Carrier
Standard Shipping $12.95 10-15 business days after dispatch DHL or FedEx
Free Shipping Free for orders over $50 15-25 business days after dispatch EMS

Please note: Delivery times are estimates and may vary depending on your location and customs processing. We’re not responsible for delays caused by customs or carrier issues.

Returns & Exchanges

We want you to love every piece from our curated collection of Sets, Shorts & Pants, and Tops. If something isn’t quite right, we’re here to help with our straightforward returns process.

Return & Exchange Eligibility

To be eligible for a return or exchange, your item must meet the following criteria:

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

Non-Returnable Items

To maintain our 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

Follow these simple steps to request 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: 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 shipping, returns, or exchanges:

Email: [email protected]

Response Time: 1-2 business days

Business Hours: Monday-Friday, 9AM-5PM EST

Company Address: 5 Irving Street, Easthampton, US 01027

We appreciate your trust in Lunora Shop and are committed to ensuring your shopping experience is as enjoyable as discovering your new favorite outfit.