Widerrufsrecht

You have 14 days to request a return, starting after you receive the last item in your order.

EU customers: Please refer to Section 6 for your EU consumer rights.

Section 1: Eligibility

To be eligible for a return:

  • The item must be in the same condition you received it, unused, with tags.
  • The item is not custom-made or intimate apparel.
  • Email a photo of the item's condition, your order number, and the reason for the return request to connect@lunacydesigns.com.

Section 2: Refund Request & Shipping

Before shipping an item back, you must request a return using the outline above.

If your return is authorized, you will receive an email:

  • Requesting any additional info needed from you.
  • You will be advised on how and where to send the item. (The address on your package may not be the address it needs to return to, and may need to be sent to the manufacturer.)

You are responsible for return shipping costs. In some cases, such as defective or incorrect items, return shipping will be arranged by Lunacy Designs.

Once your item is received and it corresponds with the information you provided, you will be refunded to your original payment method within 14 days.

(EU customers: see Section 6). 

Please allow additional time for your bank or credit card company to process and post the refund.

Section 3: Exchange

Exchanges are situation-dependent. In some situations, to exchange an item, you must return the item you have, receive your refund, and then place a separate purchase for the new item.

Section 4: Non-Returnable/Non-Exchangeable Items

Certain items CAN NOT be returned, such as:

  • Undergarments & swimsuits
  • Custom products (special orders/personalized items)
  • Gift cards
  • Items that are used, missing tags, or damaged by the customer
  • Items returned without being authorized first

(EU customers: See Section 6)

Refer to the size charts before ordering. Size issues will only be accepted for a return if the product's physical size greatly differs from the sizing chart info. (1–3 cm is normal.) Other sizing discrepancies may be eligible for exchange and are situation-dependent. (EU customers: See Section 6)

If shipping or product information is filled out incorrectly when placing your order and you are unable to edit it, contact us immediately. Shipped items with incorrect information given by the customer will be assessed on a case-by-case basis. (EU customers: See Section 6.)

Section 5: Damages & Product Issues

If your order is defective or damaged upon receipt, or you received the wrong item, contact Lunacy Designs immediately to discuss your concerns. Include your order number and a photo of the item's condition. These disputes are addressed on a case-by-case basis with a genuine goal and intent of achieving a fair, honest, and satisfactory solution.

Section 6: EU Customers — Right of Withdrawal

EU customers: your EU consumer rights are set out in this section and apply in addition to our general return policy above.

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order.

To exercise this right, notify us of your decision by contacting connect@lunacydesigns.com or by initiating a return request through your Lunacy account. Your notice must be sent before the 14-day withdrawal period expires.

Return shipping costs: If you exercise your right of withdrawal, you are responsible for the direct cost of returning the item(s) to us. We will advise you on the correct return address — please do not ship to the address on your original package, as it may differ.

Refunds: Once we have received your withdrawal notice, we will refund all payments received from you, including standard delivery costs (if any), within 14 calendar days of receiving your withdrawal notice. We may withhold the refund until we have received the returned item(s) or proof of return shipment. Refunds will be issued to your original payment method.

Item condition & diminished value: You are responsible for handling items with reasonable care while in your possession. You may handle and try on items as you would in a store. However, if an item is returned in a condition that reflects use beyond this — worn, washed, damaged, or missing tags — we reserve the right to deduct an amount from your refund proportional to the reduction in value. We will document and communicate any deduction before processing your refund.

Size chart responsibility: We provide size charts for all applicable products. Consulting the size chart before ordering is encouraged. Return shipping costs remain your responsibility.

Exceptions — items excluded from the right of withdrawal: The right of withdrawal does not apply to:

  • Custom or personalized items made to your specifications.
  • Swimwear and underwear are sent in protective packaging for hygiene purposes. The right of withdrawal does not apply once this packaging has been removed or the item has been worn or tried on against the skin.
  • Digital content that has been accessed or downloaded.

Section 7: Contact

If you have any questions or concerns, contact: connect@lunacydesigns.com