Refund and Returns Policy

The short version

You have 30 days from the day your order is delivered to start a return. We pay for the return label, so the return costs you nothing. There is no restocking fee. The one thing we do not refund is the original $7.95 shipping charge when you simply changed your mind.

What we can take back

For a change-of-mind return, the item must be unworn, unwashed and in its original packaging with all original tags still attached. Sweaters and cardigans pick up perfume, deodorant, pet hair and smoke very easily, so please try things on the way you would in a fitting room.

If the item arrived faulty, damaged, or is simply not what you ordered, none of that applies. Email us a photo of the problem and we will fix it, either by replacing the item or refunding you in full, including the original shipping charge.

How to start a return

Email support@lunverae.com within 30 days of delivery. Include your order number and, for a faulty item, a photo.
We reply within 24 hours with a prepaid return label.
Pack the item, attach the label, and drop the package off.

Please do not send anything back before you have emailed us. Packages that arrive without a return label we issued can take a long time to identify, which delays your refund.

Where returns go

Returns are received at 2460 Coral St, Vista, CA 92081. This is a returns facility, not a store. Do not visit; there is nobody there to serve customers.

Refund timing

We issue the refund within 5 to 7 business days of the warehouse receiving your return.
Your bank or card issuer then takes another 3 to 10 business days to post it to your account. That part is out of our hands.

Refunds go back to the payment method you used. We cannot send a refund to a different card or account.

Exchanges

We will exchange an item for a different size or color when that size or color is in stock. Email us and say what you would like instead. If the replacement is not available, we refund you instead.

Canceling an order

You can cancel within 24 hours of placing the order and be refunded in full, including shipping. After 24 hours the order has usually gone to the warehouse, and the free returns process above is the route to take.

What is not refundable

The original $7.95 shipping charge on a change-of-mind return.
Items returned worn, washed, altered, or without their original tags and packaging.
Returns started more than 30 days after delivery.