Refund policy

Returns & Refund Policy

Last updated: October 13, 2024

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Our Commitment to Your Satisfaction

At Luna e Stelle, we are dedicated to ensuring your complete satisfaction with every purchase. If you are not entirely delighted with your item, we are here to assist you.

Returns and Exchanges

You have 30 days from the date of receipt to return or exchange an item. To maintain our high standards of quality, we require that returned items be unworn, unwashed, and in their original condition with all tags attached and original packaging intact.

How to Initiate a Return or Exchange

Contact our Customer Care team at support@lunaestelle.co to receive a return authorization.
We will provide you with a complimentary return shipping label and detailed instructions.
Once we receive and inspect your return, we will process your refund or exchange promptly.

Refund Policy

Refunds will be issued to the original payment method within 5-7 business days of receiving your return. If you prefer, we can provide store credit for future purchases.

Late or missing refunds

After we process your refund, please allow an additional 1-3 business days for your bank or credit card company to reflect the refund in your account.

If you do not see the refund in your account after 10 business days from the date we confirmed your refund, we recommend taking the following steps:

Check Your Email: Ensure you have received a confirmation email from us indicating that your refund has been processed.
Contact Us: If you have not received confirmation or if there are any discrepancies, please reach out to our customer service team at support@lunaestelle.co.
Contact Your Bank or Credit Card Company: If we confirm that the refund was processed on our end but it is still not reflected in your account after 10 business days, please contact your bank or credit card company to inquire about the status of the transaction.

Non-Returnable Items

Gift cards, custom pieces, and some discounted items are not eligible for return or exchange.

Gift Returns

If the item was designated as a gift at the time of purchase and shipped directly to you, you will receive a gift credit equal to the value of the returned item. Once we receive the return, a digital gift card will be sent to your email.

If the item was not marked as a gift during purchase, or if the gift giver had the order shipped to themselves for later delivery, we will process a refund to the gift giver. Please note that they will be informed of your return.

Damaged or Defective Items

In the rare event that you receive a damaged or defective item, please contact us at support@lunaestelle.co within 48 hours of receipt. Include your order number and clear photos of the item's condition. We will address these situations promptly to ensure your complete satisfaction.

Missing Package Policy

At Luna e Stelle, we strive to provide an exceptional shopping experience, and we understand that sometimes packages may go missing during transit. If your order has not arrived as expected, please follow the steps outlined below:

Reporting a Missing Package

Customer Notification: If your package is marked as delivered but you have not received it, please contact us within 14 days of the expected delivery date at support@lunaestelle.co. Include your order number and any relevant details.
Investigation Process: Upon receiving your report, we will initiate an investigation with the shipping carrier. This process typically takes 3-5 business days. We appreciate your patience during this time.

Resolution Options

If the Package is Found: If the carrier locates your package, we will inform you and arrange for redelivery.
If the Package is Confirmed Lost:
- We will offer you a replacement item or a full refund to your original payment method.
- If you prefer, we can provide store credit for future purchases.

For any additional questions or concerns, please don't hesitate to reach out to our dedicated Customer Care team at support@lunaestelle.co. We are here to provide you with an exceptional experience.

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