REFUNDS AND EXCHANGES
Last Updated: Septemer 23, 2024
At Lilac & Luna, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our Refunds and Exchanges Policy below.
Cancellations
You have 24 hours upon purchasing to cancel. Please email us at hello@lilacandluna.com if you need to make a cancellation..
Returns
Due to the delicate nature of the pins and other items in the shop, all sales are considered FINAL. However, if you are unhappy with your purchase due to an item being damaged in transit or receiving incorrect items, please contact us at hello@lilacandluna.com within 5 days of delivery. Include your full name, order number, and photographs of the incorrect or damaged goods. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that Lilac & Luna is not responsible for return postage.
Exchange Policy
We will accept returns for exchanges on incorrect or damaged items. Customers are responsible for return shipping costs. Items must be in their original condition with all original packaging. Depending on the availability of the item, we will have them resent through USPS. If you do not want an exchange or the item(s) are out of stock, a refund will be granted.
Refunds
Refunds will be processed if an exchange is not possible, and only for items that are damaged or incorrect. Once we receive and inspect the returned item, a refund will be issued to the original payment method. Please note that shipping costs are non-refundable, and refunds may take 7-10 business days to process.
Non-Returnable Items
We do not accept returns or offer exchanges for:
-Custom or personalized items
-Clearance items
Damaged or Defective Items
If you receive a damaged or defective item, please email us at hello@lilacandluna.com within 5 days of delivery. Be sure to include your full name, order number, and photographs of the item. We will assist you in resolving the issue with either a replacement or refund.
Shipping for Returns and Exchanges
Customers are responsible for return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain amount. Lilac & Luna is not responsible for return postage.
Contact Information
For any questions or to initiate a return or exchange, please contact us at: hello@lilacandluna.com
By purchasing from Lilac & Luna, you are agreeing to the above conditions.
