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Frequently asked questions
When will I receive my order?
Orders are usually processed within 1 to 3 business days. Standard shipping takes 6 to 12 business days, while express shipping takes 3 to 7 business days.
Do you offer returns?
Yes, eligible items can be returned within 14 days of delivery. Items must be unused, unworn, unwashed, and returned with all original tags, packaging, and hygiene protection intact.
Can I return it if I ordered the wrong size?
Wrong-size returns are accepted only if the item is still unused, unworn, and in its original protected condition. For hygiene reasons, we cannot accept returns on intimate items that have been worn, washed, used, or returned without hygiene protection.
How should I care for my Luna Rosa pieces?
We recommend gentle hand washing in cold water and air drying. Avoid bleach, tumble drying, or ironing delicate lace.
What if my item arrives damaged or incorrect?
Contact us at info@bylunarosa.com within 7 days of delivery with your order number and clear photos. If approved, we will help with a replacement, store credit, or refund.
Who pays for return shipping?
Customers are responsible for return shipping costs for size, fit, or change-of-mind returns. If the return is due to our mistake, we will help with the best solution.
How do I choose the right size?
Please check our size guide before ordering. If you are between sizes, we usually recommend sizing up for a more comfortable fit.
Do you ship internationally?
Yes, we ship internationally. Shipping times and costs may vary depending on your location and selected shipping method.
Do you offer exchanges?
Yes, we may accept exchanges if your return is approved and the item meets our return conditions. Once your return is reviewed, we can help you exchange it for another size or style. Depending on the price difference, we may send you a new invoice or issue a partial refund.
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