Welcome to use Luneue.We understand that it can be difficult to get that perfect product the first time around. If you are not completely satisfied with your purchase we will grant a full refund or exchange on the following conditions. Customers are responsible for the shipping costs for returns unless the return is a result of our error or a manufacturing defect.

Order Cancel and Exchange Before Your Order is Shipped Out

1. If your order cancel request arrives within 24 hours, that is, if you request to cancel your order within 24 hours after you place your order, we will refund you in full with no questions asked. After 24 hours, your product(s) may have already been started to process, so we can NOT cancel your order, really hope you can understand, thanks very much in advance.
2. If you want to change details of the product(s) you have ordered, such as color, style, size etc, please let us know, and as long as the package hasn’t been shipped out, we will try our best to meet your needs for free. If the change requested requires an extra fee, we will quote you the cost and wait for your approval first.
NOTE: To avoid any problems, please double check your order information at checkout.

Exchanges and Returns After Shipping:

1. As is international shipping, for all orders, if there is no quality problem, we do not offer return service, please understand. (Please note that we currently do not provide a return label or return slip to process for returning.);
2. We can only accept return or exchange if there is a mistake at us. Please fully consider this before shopping online, or please do not place order;
3. There can often be slight differences between size (a couple of centimeters either way) and color (due to photographing conditions and individual monitor displays);
4. If you want to exchange the size after you’ve received your order, please take clear photos or videos to prove to us that the measurements of the clothes are incorrect (both the lay-flat measurements of the clothes and your body’s measurements). If the measurements are correct like what the size charts/size information of the clothes show, then we can’t exchange the size. If the measurements are incorrect (NOT like what the size charts/size information of the clothes show), we can help you exchange the size or get you refund (if you want to get refund, please send the clothes back to us.);
5. If the return orders are due to your personal preferences (i.e. you no longer need the item), you will need to cover the return shipping as well as any taxes or further logistics costs. Any tax and logistics costs charged on arrival will be deducted from the refund amount;
6. We put all of our energy and mind into each product, all products are full of love, our long experience and skilled craftsmanship keep low return rate till now.

Before Making a Return Request:

For any reason, if you would like to cancel your order while the order is under the shipping process, you will need to wait until you receive the package in hand before making a return request. Because cross-border shipping involves complicated procedures, domestic and international customs clearance, and local and international shipping carriers and agencies.
If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our customer service will not be able to judge the situation of the package and therefore cannot handle your return requests.

How Long Do I Have Before Making a Return?

The return request must be made within 3 days after you received your package. You have a max of 30 days to make returns. You must send back and postmark your return packages within 45 days after the purchase date. No returns made after 30 days from the purchase date will be accepted.
After you have already returned items from an order but would like to make additional returns for additional items, you must do so within 30 days of the purchase date. You can use your own shipping method and at your own cost.

How Do I Make a Return?

1. Sign into your account;
2. Find the Order ID in “My Orders”;
3. Contact the customer service via online live chat or email sales@luneue.com. Photos or documents must include to show the product issue;
4. Write a note about your order ID and return reason on paper and enclose it in your return package;
5. Call the logistics service at your nearest location;
6. Ship the package out to the address we provide to you;
7. Reply your tracking number via Email.
   NOTE: You can use any shipping method you like, just make sure it’s postmarked no later than 30 days from the purchase date.

Return Checklist:

• Return request must be made within 3 days after you received package;
• Item must be in original condition;
• All tags and hanging ribbon must be in place;
• Item must not have been worn;
• Item must not have been washed or altered;
• Item must not be marked with make up

Important Notice:

1. Do not send returns to the sender address on the package. This is not the return address and will affect the processing of your return. You can only send it to the address we provide through live chat or email.
2. Please ensure that your return package does not accidentally contain any non-Luneue items. We are not responsible for sending these items back to you.

Refunds:

1. Once we receive your package and inspect the merchandise, a refund will be processed within 7 days. Refunds will be made to your original payment account.
2. Original shipping and insurance charges are not refundable. Note: We will contact you if there are any issues with receiving the return package.