At Luna Giftables, we are committed to ensuring your satisfaction with every purchase. If, for any reason, you’re not entirely pleased, we have outlined a simple return and exchange procedure to assist you.

Any merchandise that remains unworn or unwashed can be either returned or exchanged within 30 days of the purchase date, provided it is returned with the original tags and packaging.

For all online returns, refunds, or exchanges, please initiate the process by contacting our customer service team at he***@lu***********.com. Please be advised that health and wellness items are exempt from returns or exchanges.

For our valued EU-based customers: In compliance with EU consumer rights, you have a no questions-asked  14-day window to return unworn items (with the exception of the 100% personalized items).

PROCESS FOR RETURN OR EXCHANGE

1. Initiate a return by emailing he***@lu***********.com. Please include your Name, Order Number, a photo of the product in question, and a brief explanation for the return or refund request.
2. Our team will promptly review your request and respond within 24-48 hours.
3. Once approved, we will forward a DHL return label to your email.
4. Package the item using the provided return label and submit it at your nearest DHL service point. It’s crucial to use the provided label and not the original address.
5. Upon receipt of your return, we have the following options available:
   • Process a refund to your original payment method, typically within 3-5 business days.
   • Arrange a replacement item to be dispatched within 72 hours.

For situations where tracking indicates a successful delivery, but you haven’t received the item, we will require a claim ID from DHL. Upon verification, we will dispatch a replacement.

A note on custom items: Items that are 100% customized are not eligible for returns. There’s also a 30% restocking fee applicable for message-card jewelry.

Should you have further inquiries, our dedicated customer service team is available from 9:00 AM to 5:00 PM, Monday to Friday, GMT+2. Alternatively, you can reach us at he***@lu***********.com