REFUND & RETURN POLICY
We want customers to feel comfortable shopping at Lunaverisse.
If a purchase does not work for you, the following policy explains how eligible return and refund requests are handled.
1. Return Timeframe
Eligible items may be submitted for return within 30 days after delivery.
Please contact our customer service team before sending a product back.
Return requests submitted after the applicable return period may not be accepted.
2. Condition of Returned Footwear
Because we sell footwear, returned products must remain suitable for resale.
To qualify, shoes should be:
- Unworn
- Unwashed
- Unaltered
- Clean
- Free from stains
- Free from odors
- Free from scratches or excessive creasing
- Returned with the original packaging when available
We strongly recommend trying shoes on indoors on a clean surface until you are certain that you wish to keep them.
Footwear that has clearly been worn outdoors may not qualify for a refund.
3. Return Authorization
Please do not return products without first contacting us.
To begin a return, email:
Include:
- Your order number
- Your name
- The email used during checkout
- The product being returned
- Your reason for returning it
If there is a product issue, attach photographs showing the condition of the item.
Once reviewed, our customer support team will provide the appropriate return instructions.
4. Important Return Address Notice
The address printed on a package or shipping label may belong to a shipping or logistics facility and may not be the correct return location.
Do not send a product back to the original shipping address unless our customer service team specifically instructs you to do so.
Packages returned to an unauthorized location may not be recoverable or eligible for reimbursement.
5. Customer Return Shipping
For returns resulting from:
- Incorrect size selection
- Fit preference
- Color preference
- Change of mind
- Accidental ordering
the customer is generally responsible for return shipping expenses.
We recommend choosing a return service that provides tracking information.
Lunaverisse cannot guarantee reimbursement for a return parcel that does not reach the authorized return destination.
6. Original Delivery Charges
Shipping charges paid when the order was originally placed are normally non-refundable unless:
- We confirm that an incorrect item was shipped
- The item qualifies as defective or damaged upon arrival
- Applicable law requires otherwise
7. Inspection of Returned Products
After a returned product reaches the authorized return facility, it will be reviewed.
The inspection may consider:
- Signs of wear
- Product condition
- Missing items or accessories
- Original packaging
- Damage
- Whether the returned item matches the original order
A refund may be refused or adjusted where permitted if the returned item does not satisfy the eligibility requirements.
8. Refund Method
Approved refunds are generally issued to the payment method originally used to complete the purchase.
Once a refund has been submitted, the time required for funds to appear depends on the customer's bank, credit card issuer, or payment provider.
Financial institutions may require additional business days to finalize the transaction.
9. Defective Products
If you believe your footwear arrived with a manufacturing defect, please contact us before wearing it outdoors.
Send your request to:
Please provide your order number and several clear photographs showing the issue.
Our team will evaluate the information and provide the appropriate next step.
10. Wrong Item Received
If the size, color, style, or product received does not match your order confirmation, please contact us promptly.
When emailing us, include photographs of:
- The product received
- The product label
- The package label when relevant
This information helps us verify the fulfillment error.
11. Products Damaged in Transit
If your order arrives with visible damage, contact lunaverisse@gmail.com and include photographs of both the product and packaging.
Please keep the packaging until the case has been reviewed.
12. Exchanges
Direct exchanges may not always be available.
If another size or color is required, our customer support team may recommend returning the original product and purchasing the preferred replacement separately.
Availability of replacement products cannot be guaranteed.
13. Order Cancellation
If you wish to cancel an order, contact:
as soon as possible after placing your order.
We will attempt to stop the order before fulfillment. However, cancellation cannot be guaranteed once processing, packing, or shipping has begun.
If the package has already entered fulfillment, the standard return process may apply after delivery.
14. Final Sale Products
Products clearly marked as Final Sale or Non-Returnable at the time of purchase may not qualify for standard returns unless required by applicable consumer law.
15. Return Support
For assistance with any return or refund request:
Always include your order number so that we can locate your purchase.