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Shipping & Returns

Our team strives on customer satisfaction and wants to make your experience with LoonaLux a pleasant one. It is our goal to supply our customers with a great product that has equivalent pricing. We pride ourselves on excellent customer service and reliability. We stand firmly committed in stating that if we do not stock the product we will find it for you.

LoonaLux OFFERS FREE SHIPPING ON ALL ORDERS GLOBALLY, NO MINIMUM PURCHASE.

Many of our items are sourced in bulk from global suppliers, so our products usually take between 10-30 days to arrive, though in extremely rare circumstances can take longer. Delivery on all items is included in the price. Don't be alarmed if you don't receive all items in a large order at once, we don't like to keep our dear customers waiting so we send each item as and when it arrives. Shipping is via local postal services one dispatched from the origin, and hence shipping times can vary seasonally. All orders are applicable for refunds within the first 14 days after you received your order. We will not be able to offer a refund or exchange for any orders that exceed the 14 day refund period. To be eligible for a refund, your item must be unused and in its original condition as when you received it.

Additional non-returnable items:
Gift cards
To complete your return, we may require a receipt or proof of purchase.  
 
Please do not send your purchase back to the manufacturer
There are certain situations where only partial refunds are granted: (if applicable)
Any item not in its original condition, damaged or missing parts for reasons not due to our error.
 
Refunds (if applicable)
To proceed for a refund, please send us an email to explain the situation, the reason you want a refund, a proof of purchase and a picture of your item.
Once your email is received, we will send you an email to notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Due to the fact that LoonaLux offers free shipping at the beginning, the customer will need to pay the shipping fees if he wants to return the item.
 
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@loonalux.com.
 
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@loonalux.com.