Return & Refund Policy
Your product will come in a hygiene sealed pouch, sadly if the pouch is opened then we sadly cannot accept returns for refund or exchange. If you have any problem with the item you purchased, please let us know at email@example.com., our support team will do their best to assist you. We will of course replace defective items or an incorrect order simply by receiving a photograph showing the specific problem with the product and by including the order number.
An exchange will be honoured in these cases:
- Damaged/ poor quality printed item
- Wrong item (wrong design, wrong product type)
- Wrong size item (we sent the wrong item with the one you purchased)
- Item has not arrived within 30 days for domestic order or 60 days for international order
Please contact us by email at firstname.lastname@example.org. and our support team will help you arrange a replacement or refund as soon as possible.
· Replacement orders will take time like normal orders (7 business days for processing and up to 2 weeks for delivery). Customer don't need to pay for any replacement fee, you will not be out of pocket if a mistake has happened.
· If you are eligible for a refund we will process this as quickly as possible, please however allow up to 3 – 10 days for the refund to be credited back to your card.
· We do not accept refund claims, or exchanges in these cases:
- Package is open – as this is a hygiene product we sadly cannot exchange or refund goods that have been opened, or worn.
- Package missing due to the wrong shipping address provided.
- Customer change the order/ shipping address after the product has been printed and shipped out.
DAMAGED/ INCORRECT ITEM
At lunarlanterns, we are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing or incorrect product. This is a rarity, but it can happen. If this is the case, we guarantee a 100% satisfaction to all of our customers by offering a free replacement order on the affected items.
All we need is your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item. Please contact us by email at email@example.com and one of our team will arrange a replacement for you!
ORDER NOT RECEIVED
If your item has not arrived within 30 days for domestic orders or 60 days for international orders after the date you placed the order, please contact one of the lunarlanterns team through our mail firstname.lastname@example.org for a replacement item. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.)
TRACKING SAYS DELIVERED BUT YOU DIDN'T RECEIVE IT
If a package falls into this category, lunarlanterns reserves the right to send a replacement.
ORDER LOST/ RETURN TO SENDER DUE TO INCORRECT SHIPPING ADDRESS PROVIDED
Please make sure to check carefully your home delivery address before confirming your order.
· If the parcel lost because of the wrong shipping address, we sadly cannot be held responsible and cannot offer a replacement, or refund.
· If the tracking information shows that the parcel has been return to the sender (wrong delivery address, failed delivery because customer not at home etc), we reserve the right to send a replacement.
If you have any questions, feel free to CONTACT US or email to email@example.com. We will ain to answer all queries the same day, but during these busy times it may take an extra day or so, please be pateient.