Returns & Replacements
EXCHANGE AND RETURNS POLICY
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied or you otherwise wish to cancel your order, you may return any item in its original condition for a refund or exchange within 14 working days from delivery. All discounted ‘sale items’ are none refundable and a store credit coupon will be issued to use on your next order.
Please DO NOT return any merchandise before emailing us at info@lalunah.com. Your emails must include the following: order number, product price, purchase date and reason for return. Once we have obtained your returns request, you will receive authorisation from us to return your item. Any merchandise returned without valid authorisation will be refused and returned at the customer’s expense.
We regret that we do not refund original shipping costs with the return.
Please DO NOT return any items before emailing us at sales@lalunahsoul.com
NORMAL RETURNS
Customers have 14 calendar days from the date the merchandise is shipped from our studio to return any purchases in a resalable condition. The original cost of shipping and handling is not refundable. All costs associated with returning merchandise to Lalunah Soul, is the sole responsibility of the customer. Products returned following our 14 day policy will not be accepted. Store credits may be issued in certain instances and may be redeemed against future purchases. In other cases the amount may be refunded to the original credit card on file, within two business days. It may take up to five business days for your financial institution to credit your account. Returns received out side the above time frames may be accepted at the discretion of Lalunah Soul and will only be refunded as a store credit.
EXCHANGES
Exchanges are accepted within 14 calendar days from the date your merchandise is shipped from our warehouse. All returns requests must be made within 7 days of receipt of your product. Items must be returned in new and re-saleable condition and must be unopened with the tags intact. Exchanged merchandise must meet the same requirements as returned products above. There will be a shipping charge for actual shipping fees per exchanged order to cover shipping costs and will be billed to the customer. All costs associated with the return of any merchandise to Papsta, is the entire responsibility of the customer. You must have contacted us via our returns email at sales@lalunahsoul.com and have received our returns authorisation Email’ before you return your merchandise. Any items returned without our returns authorisation, will be returned to the customer and will be at the customers expense.
LALUNAH SOUL IS NOT RESPONSIBLE FOR ANY MERCHANDISE THAT IS LOST OR DAMAGED WHILE BEING RETURNED.
RETURNS PRODUCT REQUIREMENTS
Returned Products are immediately inspected upon receipt, at our offices. Any signs of use, smudges, container condition not consistent with new merchandise will be returned at the customer’s expense. Under no circumstances will we accept items that are soiled in any way. Merchandise that is received and ready for immediate re-sale will be accepted and an exchange, refund or store credit will be administered straight away. Shipping and handling fees are not refundable.
RETURNED MERCHANDISE IMPORTANT NOTES:
- There must not be any signs of wear or use.
- All original tags and display tickets and stickers must still be attached.
- All products must be contained in original packaging.
- Items must not be contaminated with smoke or perfumes.
- Returned merchandise must be in new and unused condition.
RETURNS POLICY FOR SALE ITEMS
Please follow our normal returns policy above. Please note, we offer only store credits for the return of sale merchandise that is merely unwanted.
DAMAGED MERCHANDISE
If you receive merchandise that has been damaged in transit, or has a fault, then please email us at sales@lalunahsoul.com where we will send you a returns authorisation email.
RETURNS ADDRESS
Customers must request to return items via e-mail within 7 days of receipt of the product. Any returns requests that are made after the 7 day period will be refused.
Items should be returned to the following address: 32 a Sun Street, Hitchin, Herts, Herts SG5 1HP