RETURNS & REFUNDS

At LunarAsh, we want you to love every piece you choose. If something isn’t quite right, eligible items may be returned within 30 days of delivery.

1. 30-Day Return Policy

You may request a return within 30 days from the date your order is delivered.

To be eligible for a return, items must:

1. Be unworn, unwashed, unused, and unaltered
2. Be in their original condition
3. Have all original tags attached
4. Be free from stains, makeup, perfume, odors, or other signs of wear

All returned items are subject to inspection before a refund is approved.

LunarAsh reserves the right to refuse returns that do not meet the above conditions.

2. How to Start a Return

To request a return, please contact our Customer Care team through:

Live Chat: Click the chat icon on our website

Email: lunarash.business@gmail.com

You may also submit your return request through our Return & Refund page:

https://www.lunarash.com/custom-return.html

Please provide:

1. Your order number
2. The item(s) you wish to return
3. Your reason for return

Once your request has been reviewed, our Customer Care team will provide the appropriate return instructions and guide you through the return process.

Please do not send any items back without completing the return request first.

We recommend using a trackable shipping service and keeping your shipping receipt until your refund has been completed.

3. Return Shipping Costs

For returns due to size or fit preference, color preference, style preference, or change of mind, return shipping costs are the customer’s responsibility.

Original shipping charges are non-refundable for standard change-of-mind returns.

If you receive an item that is damaged, defective, or incorrect, please contact us before returning it.

If the issue is confirmed to be our responsibility, LunarAsh will cover reasonable return shipping costs or provide an appropriate alternative solution.

4. Exchanges

LunarAsh currently does not offer direct exchanges.

If you need a different size, color, or style, we recommend returning the original eligible item for a refund and placing a new order.

This allows you to secure your preferred item without waiting for the original return to be processed.

5. Refunds

Once your return has been received, inspected, and approved, we will notify you by email.

If your return is approved, the refund will be issued to your original payment method within 5–10 business days after approval.

Your bank, credit card provider, PayPal, or other payment provider may require additional time for the refund to appear in your account.

For standard change-of-mind returns, original shipping charges are non-refundable.

6. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, incorrect, or significantly different from the item ordered, please contact us as soon as possible after delivery.

Please provide:

1. Your order number
2. A brief description of the issue
3. Clear photos showing the problem
4. Photos of the packaging or shipping label where relevant

Once the issue has been reviewed, we will provide an appropriate solution, which may include a refund, replacement, or another resolution.

Please contact us before returning any damaged, defective, or incorrect item.

7. Non-Returnable Items

For hygiene or product-specific reasons, the following items are not eligible for change-of-mind returns:

1. Earrings and pierced jewelry once opened or worn
2. Gift cards
3. Customized or personalized products
4. Items clearly marked “Final Sale” at the time of purchase

Sale or discounted items are not automatically considered Final Sale unless clearly stated before purchase.

These exclusions do not apply where an item is damaged, defective, incorrect, or where applicable consumer protection law requires otherwise.

8. Order Cancellations & Changes

Orders begin processing shortly after they are placed.

If you need to cancel your order or change the shipping address, size, color, or other order information, please contact us as soon as possible.

We will make reasonable efforts to accommodate your request before shipment, but changes or cancellations cannot be guaranteed once an order has entered fulfillment or has been shipped.

If we are unable to ship your order within the delivery timeframe communicated at checkout, we will notify you and provide the applicable options, including continuing to wait or canceling the order for a refund where required.

9. Returned or Undeliverable Packages

Please make sure your shipping information is complete and accurate before placing your order.

If a package is returned because of:

1. An incorrect or incomplete address
2. Repeated delivery failure
3. Failure to collect the package
4. Customer refusal of delivery for reasons unrelated to a product defect or shipping error

Reasonable shipping or return costs incurred may be deducted from the refund where permitted.

If the delivery issue was caused by LunarAsh or our fulfillment process, the customer will not be responsible for these costs.

10. Lost Return Packages

Customers are responsible for customer-arranged return packages until they are delivered to the designated return location.

We strongly recommend using a trackable shipping method.

LunarAsh cannot guarantee a refund for return packages that cannot be verified as delivered.

11. Consumer Rights

This Returns & Refunds Policy does not limit any mandatory rights available to you under applicable consumer protection laws.

Where local law provides rights that are more favorable than this policy, those statutory rights will apply.

Need Help?

If you have any questions about returns, refunds, sizing, or your order, please contact our Customer Care team through:

Live Chat: Click the chat icon on our website

Email: lunarash.business@gmail.com

LunarAsh Customer Care