Lune Silk Exchange Policy

 

At Lune Silk, we extend our heartfelt gratitude to you for choosing our exquisite silk luxury products. Your satisfaction is our top priority, and we are committed to providing you with the finest quality and service. In the event that you encounter any issues with your purchase, please take a moment to familiarize yourself with our exchange policy.

 

Exchange Conditions:

 

The right to return products shall be deemed correctly exercised once the following conditions have been fully met:

 

·        The online return form must be correctly completed and submitted to the Vendor within 14 days from the date of your receipt there of;

·        The products have not been used, worn, washed, modified or damaged;

·        The identification tag is still attached to the products with the disposable seal or tag;

·        The products are returned in their original packaging;

·        Alphabet customized products should be returned as a complete set including all of their components;

·        The Vendor must receive the product(s) within 30 days from the date the package was delivered to you.

·        It is not possible to send an exchange request for one or more products that were purchased using a promotional code.

·        The following items cannot be exchanged: Silk underwear, Face or Eye Mask, Items on Clearance, Customized items.

·        Only Damaged/Defective items and/or an item that was sent to you incorrectly can be exchanged for a new item of the same product.

·        If you receive an incorrect, damaged or faulty item, please include a clear photo of the item with your request so that we can verify the issue.

 

Any duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. You will be notified if the returned products cannot be accepted. In this case, you may choose to have the products delivered to you at no expense to the Vendor. If you refuse the above delivery, the Vendor reserves the right to retain the products and the amount paid for your purchase of the products.

 

Refund of Shipping Fees

 

You can ship your returns to the Vendor with a shipping service of your choice and the return shipping will be at your own expense. Please verify that you have accurately completed and included with your package all the necessary documentation for Customs clearance. Customs authorities require that all such documentation be written in official language so that it can be used both by the authorities of the country you are shipping from (for export) and the receiving authorities (for import). We recommend that you consult with local authorities and/or your selected shipping service to ensure that the documentation is sufficient. The Vendor cannot be held responsible for parcels that are detained at Customs because of lacking or insufficient documentation. The Vendor therefore highly recommends that you choose a shipping service that permits you to trace it at any time. Be sure that the type of shipping you choose guarantees the delivery of the parcel within the time frame of 30 days from the date on which you received your order.

Exchange Process

 

To Exchange an item, please email customer service at Customerservice@lunesilk.com, include the reason of exchange (incorrect, damaged or faulty item), your proof of purchase and a clear photo of the item with your request so that we can verify the issue

 

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return. You may also use the prepaid shipping label enclosed with your package. Return shipping charges will be paid or reimbursed by us only in case of incorrect or damaged item.

 

 

IDENTIFICATION TAG

All products sold by the Vendor include an identification tag with a disposable seal. Please try on the products without removing the tag and seal. Returned products without the tag or seal will not be accepted.

 

EXCEPTIONS

 

The following items cannot be returned or exchanged:

Silk underwear, Face or Eye Mask, Items purchases while on sale, Items with discount by a promo code, Customized items.

 

For defective or damaged products, please contact us at the customer service number below to arrange an exchange.

 

Contact Us:

Should you have any inquiries or need to initiate an exchange, our dedicated customer service team is here to assist you. Please reach out to us at customerservice@lunesilk.com , and we will be delighted to assist you.

 

Thank you once again for choosing Lune Silk. We look forward to providing you with an exceptional silk luxury experience.