Refund policy

At Luna Rosa, we want every piece you receive to feel beautiful, flattering, and carefully chosen. Because our products include intimate apparel and hygiene-sensitive items, we ask that you read this policy carefully before placing your order.

Return Window

You may request a return within 14 days of receiving your order.

To start a return, please contact us at info@bylunarosa.com with:

Your order number
The item you would like to return
The reason for the return
Photos, if the item is damaged, defective, incorrect, or otherwise not as expected

Returns sent back without first contacting us and receiving return instructions will not be accepted.

Return Eligibility

To be eligible for a return, your item must be:

Unworn, unwashed, unused, unstained, and unscented
In its original condition
Returned with all original tags, packaging, garment bags, labels, protective packaging, and hygiene seals intact
Free from marks, perfume, deodorant, makeup, pet hair, or signs of wear

For hygiene reasons, intimate items cannot be returned if they have been worn, washed, used, opened where sealed for hygiene protection, returned without their original hygiene protection, or returned in a condition that makes them unsuitable for resale.

We reserve the right to refuse any return that does not meet these conditions.

Non-Returnable Items

The following items are not eligible for return or refund unless they arrive damaged, defective, or incorrect:

Panties, bodysuits, hosiery, adhesive products, and other intimate items where the hygiene seal, protective packaging, or hygiene protection has been removed
Items that have been worn, washed, used, tried on in a way that affects hygiene, stained, scented, damaged, or returned without original packaging
Items marked as final sale, clearance, promotional, or non-returnable
Gift cards
Items returned without authorization
Bundles or multi-piece sets returned incomplete

If a product is part of a set or bundle, the full set must be returned together. Individual pieces from a bundle cannot be returned separately.

Exchanges and Size Changes

At this time, we do not offer direct item-for-item exchanges.

If you ordered the wrong size or would like a different style, you may request a return within 14 days of receiving your order, provided the item meets all return eligibility requirements.

For hygiene reasons, size changes cannot be accepted for items that have been worn, washed, used, unsealed, returned without hygiene protection, or removed from their original condition.

If your return is approved and the item passes inspection, we may issue a refund or store credit according to this policy, so you can place a new order for the correct size.

Customers are responsible for return shipping costs for size changes, fit issues, or change-of-mind returns.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our mistake, such as receiving the wrong item, a damaged item, or a defective item.

If the return is approved for a reason that is not caused by Luna Rosa, including wrong size, fit issues, or change of mind, the customer is responsible for all return shipping costs.

We strongly recommend using a tracked shipping service. Luna Rosa is not responsible for return parcels that are lost, delayed, damaged, or delivered to the wrong address during return shipping.

The return address will be provided after your return request is approved. Please do not send returns to the address on the original package, as this may not be our return facility.

The return address may differ from the original shipping address and may be located in a different country depending on the item and return reason.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, or incorrect, contact us at info@bylunarosa.com within 7 days of delivery with your order number and clear photos of:

The item received
The issue or defect
The packaging and shipping label

If your claim is approved, we may offer a replacement, store credit, or refund depending on the situation and product availability.

Damage to the outer shipping package alone does not qualify for a refund if the product itself is intact and usable.

Order Cancellations and Changes

Orders may be changed or cancelled only within 6 hours of purchase, provided the order has not already entered processing.

Once an order has been processed, packed, or shipped, we cannot cancel it or make changes to the shipping address, product, size, or color.

Please review your order details carefully before completing checkout.

Refunds

Once your return is received and inspected, we will notify you by email whether your refund has been approved or declined.

If approved, your refund will be issued to your original payment method. Please allow 5 to 10 business days for the refund to appear on your account, depending on your bank or payment provider.

Return shipping costs are non-refundable unless the return is due to our mistake, such as receiving the wrong item, a damaged item, or a defective item.

Express shipping fees, premium shipping upgrades, shipping protection, gift wrapping, and other optional checkout services are non-refundable.

For eligible full-order returns, the original standard outbound shipping cost may be refunded only where required by applicable consumer law. If you selected a more expensive shipping method, such as express shipping, we are not required to refund the additional cost above the least expensive standard shipping option available at checkout.

If your order qualified for free shipping, no original shipping cost will be refunded because no shipping fee was paid.

If your return is declined, we may offer to send the item back to you at your expense. If we do not receive a response within a reasonable time, the item may be considered abandoned.

Late or Missing Refunds

If your refund was approved but you have not received it yet, please first check your bank account again and contact your credit card company or payment provider. It may take several business days before your refund is officially posted.

If you have done this and still have not received your refund, contact us at info@bylunarosa.com.

Lost, Stolen, or Delivered Packages

If tracking shows that your order was delivered, but you did not receive it, please contact the shipping carrier first and check with household members, neighbors, building reception, or your local delivery office.

Luna Rosa is not responsible for packages marked as delivered by the carrier. However, we will do our best to assist you in opening a carrier investigation where possible.

Customs, Duties, and Import Fees

Depending on your country, your order may be subject to customs duties, import taxes, VAT, or local handling fees. These charges are set by your local authorities and are the customer’s responsibility unless stated otherwise at checkout.

Customs delays, refused customs payments, or import-related delays are not valid grounds for a refund while the order is still in transit.