Return and Refund Policy
We are committed to providing you with a pleasant and hassle-free shopping experience. If you are not completely satisfied with your purchase, our return policy allows you to easily return or exchange your items.
Order cancellation and modification
If you want to cancel or modify an order, please contact us as soon as possible at info@lunellda.com please specify your order number. You have 2 hours after placing your order to cancel it.
After this period, your order will already be processing or shipping, and no changes can be made.
If your order is canceled within 2 hours, a full refund will be issued within 7 business days.
Return Policy
- You have 30 days from receipt of your order to make a return or exchange.
- We accept returns for defective and non-defective products.
- We accept exchanges.
- Restocking fees: None.
- Items must be new, unused, unopened, in their original packaging, and never worn.
- To initiate a return, contact us at info@lunellda.com to receive return instructions.
Hygiene and intimate product return policy
For health, hygiene, and safety reasons, certain products cannot be returned or exchanged once delivered.
This policy applies to, but is not limited to, the following:
- Beauty and cosmetic products
- Skincare and personal hygiene products
- Bras and lingerie
- Underwear and intimate apparel
- Bikinis and swimsuits
- Swim shorts and swimsuits
- Other hygiene-sensitive items
To ensure the highest standards of customer hygiene and safety, these products are non-returnable and non-refundable unless received damaged, defective, or incorrect.
We kindly ask customers to carefully review product descriptions, size information, and specifications before finalizing their purchase.
If you receive a damaged, defective, or incorrect item, please contact our customer service team within 14 days of delivery, and we will be happy to assist you.
Thank you for your understanding and cooperation, which help us maintain the highest hygiene standards for all our customers.
Refund
- Refund Processing Time: Refunds will be processed within 7 business days after receipt and inspection of the returned item.
- Refund Method: refunds are made to the original payment method used at the time of purchase. If you wish to receive your refund via another payment method, please contact us directly at info@lunellda.com to arrange this change.
- The currency applicable to this policy is EUR (Euro).
If you have not received your refund within the expected timeframe, please write to us at info@lunellda.com.
Defective, damaged, or incorrect items
If you receive a defective, damaged, or incorrect item, please contact us and provide your order number, a description of the issue, as well as clear photos or videos showing the problem.
Once the claim has been reviewed, we will determine the most appropriate solution.
First occurrence: We will send a replacement product at no additional cost. The replacement will be the same product when available.
If a replacement is not available, cannot be provided within a reasonable time, or if another solution is required under applicable consumer protection laws: We may offer a partial or full refund, depending on the circumstances.
Refusal of the proposed solution: When a replacement product or partial refund has been offered and the customer chooses not to accept the proposed solution, we reserve the right to require the return of the item before processing a full refund. Any full refund is subject to receipt and inspection of the returned item as well as compliance with applicable consumer protection laws.
We are committed to resolving all claims fairly and providing an appropriate solution based on the nature of the problem and the evidence provided.
Lost or undelivered packages
If a package is lost or cannot be delivered, we will investigate the case with the carrier.
First occurrence: We will send a replacement product at no additional cost. The replacement will be the same product when available.
Second occurrence (if the replacement shipment is also lost or cannot be delivered): We will issue a full refund of the purchase price.
We are committed to working with the carrier to ensure a fair and satisfactory resolution.
Return Method and Fees
Returns are made by mail.
The return label is the customer's responsibility. Please ensure you generate and provide your own return label.
Return Fees: Return fees are the responsibility of the customer.
Delivery address verification
It is important to verify that the entered delivery address is correct. If an error is detected, contact us immediately at info@lunellda.com to request a correction, provided the order has not yet been processed.
Note: We cannot be held responsible for address errors provided by the customer or undeliverable packages due to incorrect or inaccessible addresses. If a package is returned to us, you may choose between a refund or reshipment.
Contact:
Store name: Lunellda
 Phone: +33756986715
Email address:Â info@lunellda.com
Customer service hours:
Monday to Friday:Â 8:00 AM to 5:00 PM (GMT +01:00).
Saturday and Sunday:Â Closed
We do our best to respond to your email within 1 to 2 business days.