General Returns Policy

We accept returns under the following conditions:

• Eligibility: Items must be unused, in their original packaging, and returned within 30 days of receipt.
• Exclusions: Due to the nature of our handcrafted products, opened or used items cannot be returned for hygiene and safety reasons unless there is a defect.
• Proof of Purchase: A valid receipt or proof of purchase is required for all returns.

If you believe your product is defective or damaged, please contact us immediately with your order details and photos of the issue so we can assist you promptly.

Pre-Order Returns and Cancellations

As our products are made to order, pre-order items have specific return and cancellation policies:

• Cancellation Before Production: You may cancel your pre-order for a full refund before the product enters production.
• Cancellation After Production Begins: Cancellations made after production has started may be subject to a processing fee of 10% of the order value to cover costs.
• Custom Orders: Customized or personalized orders are non-refundable and non-cancellable once production begins.

Refunds

Refunds will be processed to the original payment method within 7-14 business days of receiving the returned item.

If your return is approved, we will notify you and initiate the refund.

Shipping costs are non-refundable, except in cases of defective or damaged items.

How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact Us: Reach out to our Customer Service team at hello@lacrime-di-luna.com within 30 days of receiving your order.
2. Provide Details: Include your order number, proof of purchase, and a description of the reason for the return.
3. Ship the Item: Once your return is approved, we will provide instructions on how to send the product back. Customers are responsible for return shipping costs unless the item is defective or incorrect.
4. Processing Your Return: After we receive the item and inspect it, we will notify you of the approval or rejection of your return and process any refunds or exchanges as applicable.