Refund policy
Effective Date: August 13, 2026
At Lunelle, we want you to have a smooth shopping experience. If your order arrives damaged, has a quality issue, or is lost in transit, we're here to help.
This policy explains when you may be eligible for a refund or free replacement/reshipment and situations where a refund or replacement cannot be provided.
1. Refund or Free Resend Eligibility
You may be eligible for a refund or free replacement/reshipment in the following situations:
1.1 Product Arrived Damaged or Broken
If your product arrives damaged, broken, or unusable, please contact us within 10 days of the delivery date.
To help us resolve the issue quickly, please provide:
- Your order number
- Photos of the damaged product
- Photos of the packaging
- A brief description of the problem
After reviewing the information, Lunelle may provide a replacement at no additional cost or a refund, depending on the circumstances.
1.2 Product Has a Quality Issue
If your product has a manufacturing or quality issue, please contact us within 10 days after the parcel is delivered.
Examples may include:
- Significant manufacturing defects
- Damaged stitching
- Broken components
- Product defects that affect normal use
- Other significant quality problems
Please provide photographs or videos showing the issue when contacting us.
After review, Lunelle may offer a free replacement/reshipment or refund.
1.3 Parcel Is Lost
If your parcel is confirmed as lost during transportation, Lunelle may provide a replacement shipment or refund.
We may first work with the shipping carrier or fulfillment partner to confirm the status of the shipment.
1.4 No Delivery Update for an Extended Period
If your order has been shipped for more than 30 days and there have been no meaningful tracking or delivery updates, please contact us.
After reviewing the shipment status with our shipping or fulfillment partners, Lunelle may offer a refund or free replacement shipment, where applicable.
2. Situations Not Eligible for Refund or Resend
A refund or free replacement generally will not be provided in the following situations:
2.1 Incorrect or Incomplete Shipping Address
If an order cannot be delivered because the customer provided:
- An incorrect address
- An incomplete address
- An incorrect apartment/unit number
- An incorrect postal code
- Other inaccurate delivery information
Lunelle may not be responsible for the resulting loss or return.
Please carefully check your shipping information before completing your order.
2.2 Recipient Unknown, Unreachable, or Refuses Delivery
A refund or free replacement may not be available when the shipment cannot be delivered because:
- The recipient is unknown at the provided address
- The recipient cannot be contacted
- The recipient refuses the package
- The recipient rejects or declines delivery
Customers are responsible for ensuring that someone is available to receive the package where required.
2.3 Incorrect Size Selected by Customer
Because Lunelle sells women's intimate apparel, we strongly recommend reviewing our size guide before placing an order.
If you selected the wrong size and the product itself is not defective, the order is generally not eligible for a refund or free resend.
Please make sure you select the correct size during checkout.
2.4 Change of Mind or Personal Dissatisfaction
If the product arrives in good condition and matches the product ordered, refunds or free replacements are generally not available simply because you:
- Changed your mind
- Don't like the style
- Don't like the color
- Selected the wrong size
- Decided you no longer want the product
- Are dissatisfied with the product despite there being no defect
For hygiene and safety reasons, certain intimate apparel products may also be subject to additional return restrictions.
2.5 Issues Reported After the Required Time Period
For damaged, broken, or quality-related issues, customers must contact Lunelle within 10 days of the parcel being delivered.
Claims submitted after this period may not qualify for a refund or replacement.
We strongly recommend inspecting your order as soon as it arrives.
3. How to Submit a Claim
If you experience a problem with your order, contact us as soon as possible.
Please provide:
Order Number:
Your Lunelle order number
Email Address:
The email address used to place the order
Problem Description:
A clear explanation of the issue
Photos/Videos:
Clear photos or videos showing the product and problem
For damaged packages, please also include photographs of the shipping packaging and shipping label where possible.
This information helps us investigate the issue with our fulfillment and shipping partners.
4. Refund Process
If your refund request is approved, the refund will generally be issued to the original payment method used to place the order.
After Lunelle processes the refund, the time required for the funds to appear in your account may vary depending on your:
- Bank
- Credit card provider
- Payment provider
Lunelle is not responsible for delays caused by banks or payment processors after the refund has been issued.
5. Free Replacement / Reshipment
Where a replacement is approved, Lunelle may arrange a free replacement shipment of the affected product.
Replacement products are subject to product availability.
If the original product is no longer available, Lunelle may offer an alternative resolution, which may include a refund.
6. Order Review
Lunelle reserves the right to review each refund or replacement request individually.
We may contact you for additional information, photographs, videos, tracking information, or other documentation necessary to investigate your claim.
A refund or replacement will only be approved after the claim has been reviewed.
7. Important Delivery Information
Please make sure your shipping information is correct before completing your purchase.
Once an order has been submitted, changes to the shipping address may not always be possible because orders can enter processing quickly.
Customers should also monitor their tracking information and contact Lunelle promptly if they notice an unusual delivery issue.
8. Contact Lunelle
If you have a problem with your order, please contact our customer support team.
Lunelle
Operated by Sterling Commerce LLC
30 N Gould St Ste N
Sheridan, Wyoming 82801
United States
Email: support@getlunelle.com
Important: For damaged, broken, or quality-related issues, please contact us within 10 days of delivery so that we can investigate and assist you promptly.
