Returns, Cancellations & Exchanges Policy
- Please note that our online order returns, cancellation and exchange policy applies to orders placed & delivered to domestic US addresses only. We do not accept returns, cancellations and exchanges oninternational orders.
- In order to be returned in saleable condition, merchandise must not be worn, altered, stained or washed. Merchandise must have all original tags attached. Footwear must include the original shoe box in its original condition, without postal labels. Damages to or omission of this box may result in a fee.
- Merchandise in salable condition attached may be returned for full-return within 7 days of shipping date, or exchanged for store credit or for equivalent merchandise within 14 days of shipping date when accompanied by the original sales receipt and a return authorization number. After 14 days, all sales are FINAL. No price adjustments.
- All sale final on sale merchandise, private sales, markdowns, special orders. Please Note: Shipping and handling charges are not refundable.
- To receive a return authorization number, email please email firstname.lastname@example.org, and provide your name, order number, item(s) you wish to return and reason for the return. You are responsible for the return shipping costs. We are not responsible for return shipping costs nor duty reimbursement in the case of international purchases.
- Items should be sent within 2 days of receiving your RA number or your RA number will be invalid. We will not accept responsibility for reimbursement or compensation of lost packages without proof of delivery.
- Upon our receiving and inspection of the merchandise, a refund will then be issued to the same credit card account with which the original purchase was made. We will process your return as soon as possible but please allow up to 14 days for your refund to be processed and up to two billing cycles for the return to appear on your credit card statement.
- If you return item(s) without a return authorization number, we will not refund you and you are responsible for the return shipping from us back to you. We have the right to deny refunds if the merchandise returned does not meet our return policy requirements.
- Customers must pay for shipping and purchase tracking/delivery confirmation. In the event that the package is not received or lost in transit, we are not responsible for the package if there is no tracking confirmation.
- All online orders must be returned to Luisa et la Luna Online only as we do not have a physical store front. Please contact us if there are any concerns.