Return & Refund Policy
We want you to be satisfied with your order. If an item does not meet your expectations, the details of our returns, refunds, and exchanges are provided below.
Key Information
- Return period: 30 days from the delivery date
- Right to cancel (UK law): 14 days from delivery. See below
- Return costs: Covered by the customer
- Restocking fee: None
- Refund processing time: Within 7 days after receiving and inspecting the returned item(s)
- Exchanges: Items must be unused, unwashed, returned in their original packaging, and complete with all original tags attached.
How to Return an Item
Return Window
You can return your order within 30 days from the date it was delivered. Requests made after this period cannot be accepted.
Get Started
To start the process, contact us at support@shopluneo.co.uk. Our team will provide step-by-step guidance for your return.
Return Requirements
Before sending your item(s) back, please ensure they are:
- Unused and unwashed
- In their original packaging
- Complete with all original tags attached
We recommend using a reliable courier service with tracking to ensure safe delivery. Please note that return shipping costs are the responsibility of the customer, unless the item is faulty or not as described.
These conditions apply to our 30-day returns window. They do not affect your statutory right to cancel or your rights if an item is faulty, described below.
Cancellations & Damaged or Incorrect Items
Cancellations
If you would like to cancel your order, email us at support@shopluneo.co.uk as soon as possible. If your order has already been dispatched, you can still cancel it under your statutory right to cancel described below.
Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, contact us immediately at support@shopluneo.co.uk with clear photos of the issue. Once reviewed and confirmed, we will arrange for the correct item or a replacement to be sent to you.
Refunds, Restocking Fee & Exchanges
Refunds
Once your returned item(s) have been received and inspected, we will issue a refund to your original payment method. Please allow up to 7 days for the funds to appear.
Restocking Fee
We do not request any restocking fees.
Exchanges
To qualify for an exchange, items must be unused, unwashed, returned in their original packaging, and complete with all original tags attached.
If you would like to exchange an item, please contact us at support@shopluneo.co.uk with the details of your request. Our team will provide you with step-by-step instructions for completing the exchange. Once your email has been received, we will guide you through the process and arrange the exchange accordingly.
If you have any questions or need assistance, our team is ready to help. Please reach out using the contact details provided below.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days, starting the day after you (or someone you nominate) receive the goods. If your order arrives in several deliveries, the 14 days run from the day after the last item is delivered. To cancel, tell us clearly before the 14 days end, for example by emailing support@shopluneo.co.uk with your order number. You then have a further 14 days from the day you tell us to send the items back. We will refund the price you paid, including standard delivery charges, without undue delay and no later than 14 days after we receive the items back or you give us proof that you have sent them, whichever is earlier. We refund to your original payment method and do not charge a fee for this. Unless the item is faulty or not as described, the cost of returning it is yours. You may handle an item as you would in a shop to check its nature, characteristics and how it works. If it has been handled more than that, we may reduce your refund to reflect any loss in value. For hygiene reasons, items that were sealed and have been unsealed after delivery (for example earrings or swimwear with a hygiene seal) cannot be returned under this right. This statutory right sits alongside our 30-day returns window above and does not reduce it. Under the Consumer Rights Act 2015, items must be as described, fit for purpose and of satisfactory quality. If an item is faulty, damaged or not as described, you are entitled to a full refund if you tell us within 30 days of delivery, and we will cover the cost of returning it. After 30 days you are entitled to a repair or replacement, or in some cases a refund. Nothing in this policy affects your statutory rights.
Your Statutory Right to Cancel (14 Days)
Faulty, Damaged or Incorrect Items
Store Name: Luneo Fashion
Company Name: Prestonia LLC
Company Address: 11166 Fairfax Blvd, Ste 500 #1122, Fairfax, VA 22030, United States
Warehouse Address: Granta Park, Cambridge CB21 6GH, United Kingdom
Phone: +44 7723 546331
Email: support@shopluneo.co.uk
Customer Service Hours:
Monday to Friday | 09:00–17:00 GMT
Weekends | 11:00–16:00 GMT
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