Returns, exchanges & refunds

How to make a request

Step	What you need to do	What happens next
1. Email us	Email Hello@luniandmuse.com with your order number.	We review the order and your request.
2. Explain the request	State whether you need a return, exchange or refund. Describe the issue and attach clear photos for a damaged, incorrect or defective item.	We confirm the available resolution by email.
3. Wait for instructions	Do not send an item back until you receive written instructions.	If approved, our email confirms the return address, required items and return-postage responsibility.

Eligibility and return conditions

Term	Policy
Request deadline	Email us within 14 calendar days of confirmed delivery.
Return deadline	After written approval, dispatch the return within 7 calendar days using a trackable shipping method of your choice and the return address and instructions we provide.
Item condition	Items must be unused, unworn, unwashed and returned with original packaging and all original tags attached. A careful indoor fitting is allowed.
Not eligible for standard return	Items that are worn, washed, altered, damaged after delivery, returned without approval or returned without original tags are not eligible for a standard return or exchange.
Return postage	The customer pays return postage for a standard return or size exchange, plus the outbound shipping cost for a replacement item. We provide the return address and instructions after approval.
International orders	Standard returns and size exchanges are currently available only for orders delivered in the United States. This restriction does not apply to an item confirmed as damaged, defective or incorrect.

Refund and exchange terms

Request	Policy
Opening-offer items	Items purchased with an opening offer are not eligible for a refund. They may be exchanged for size within the 14-day request period, subject to availability and the return conditions above. If the requested size is unavailable, we issue store credit equal to the amount paid for that item. It may only be redeemed for a gift or a discount code, and cannot be used toward shipping. Store credit expires 12 months after it is issued. This restriction does not apply to an item confirmed as damaged, defective or incorrect.
Pet carriers	Pet carriers that meet the return conditions are eligible for store credit equal to the amount paid for that carrier, not a cash refund.
Store credit	Store credit issued for a size-unavailable exchange or a pet carrier, equal to the amount paid for the applicable item, expires 12 months after issue. It may only be redeemed for a gift or a discount code, cannot be used toward shipping and is not transferable.
Refund timing	For an eligible return that is not an opening-offer item, after the approved return is received and inspected, we initiate a refund of the amount paid for the item within 7 calendar days to the original payment method through Stripe. The original shipping charge is not refundable. Your bank or payment provider may take additional time to post it.
Exchange	One exchange request may be made within the 14-day request period. If the requested size is unavailable, we issue store credit equal to the amount paid for that item. It may only be redeemed for a gift or a discount code, and cannot be used toward shipping. Store credit expires 12 months after it is issued. Opening-offer items are eligible for a size exchange only, not a refund.
Damaged, defective or incorrect item	Email us within 7 calendar days of delivery with photos of the item and packaging. This applies to opening-offer items too. If confirmed, we will provide a prepaid return label and then arrange a replacement, exchange or refund.
Refused or undeliverable parcel	If a parcel is refused, not collected, or returned because required local duties or charges were not paid or the delivery address was incorrect, we issue the product refund after it reaches us. The actual outbound and return shipping costs are deducted from the refund.

Order cancellation

Order status	Policy
Unpaid	Automatically cancelled after 4 hours.
Paid, before preparation	Email us within 4 hours of placing the order. If preparation has not started, we cancel the order and issue a full refund to the original payment method.
In preparation or dispatched	Cancellation is no longer available. The return and refund terms above apply after delivery.

These terms do not limit any mandatory consumer rights that apply in your country or state.