Return Information

 

At Lou Luna, we strive to provide you with the best online shopping experience. We understand that sometimes items may not meet your expectations or fit perfectly, and we want to make the return process as simple and convenient as possible. Please read our returns policy carefully to understand your options and ensure a smooth return experience.

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Eligibility for Returns:

• We accept returns on eligible items within 14 days from the date of delivery.

• To be eligible for a return, the item must be unworn, unwashed, undamaged, and in its original condition, with all tags and labels attached.

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Non-Returnable Items:

• We do not accept returns on items marked as final sale or clearance.

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Return Process:

• Please get in touch using our contact form and provide your order number and a brief reason for the return and any relevant details to assist us in processing your request efficiently.

• Once your return request is approved, you will receive an email with further instructions, including a return shipping label, if applicable.

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Return Shipping:

• For eligible returns within our specified time frame, we offer free return shipping for customers within The United Kingdom.

• If you are located outside our free return shipping zone, you will be responsible for the return shipping costs.

• Please carefully package the item(s) to be returned, ensuring they are adequately protected to prevent damage during transit.

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Refunds:

• Once we receive and inspect the returned item(s), we will process your refund within 7 working days.

• Refunds will be issued to the original payment method used during the purchase.

• Please note that shipping fees and any applicable taxes or duties paid at the time of purchase are non-refundable.

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Exchanges:

• Unfortunately, we do not offer direct exchanges. If you wish to exchange an item, please follow the return process for a refund and place a new order for the desired item.

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Damaged or Defective Items:

• If you receive a damaged or defective item, please contact our customer support team within 7 days of receiving the order.

• We may request supporting evidence, such as photographs, to assess the issue and provide you with a suitable resolution.

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Store Credit:

• As an alternative to a refund, we offer store credit for eligible returns.

• Store credit will be issued in the form of a digital voucher and can be used towards future purchases on our website.

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Customer Support:

• If you have any questions, concerns, or require assistance with your return, our dedicated customer support team is ready to help.

• You can reach us through using out contact form, and we will respond to your inquiry as soon as possible.

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Please note that this returns policy is subject to change without prior notice. We recommend reviewing this page periodically to stay informed about any updates or modifications.

Thank you for choosing Lou Luna. We appreciate your understanding and cooperation in following our returns policy.