Returns & Exchanges

We want you to love your Lunael pieces. Please read our returns policy carefully before making a purchase.

Damaged Items

If your item arrives damaged, you are eligible for a refund or replacement.

A mandatory unboxing video is required as proof and must be sent to info@lunael.store in order to process your claim. Without an unboxing video, we are unable to process damage claims.

Please note that if a product is damaged by the customer after delivery, a refund will not be provided.

Returns

We accept returns within 14 days of the original shipping date for domestic (Canada) orders, and within 21 days for international orders.

To be eligible for a return, items must be unworn and returned in their original packaging.

Return Shipping & Fees

Return shipping is the responsibility of the customer. We do not provide prepaid return labels.
A $6 restocking fee will be deducted from your refund.
For international returns, the customer is also responsible for any reverse duties and taxes.

We recommend insuring your return package and keeping your tracking details, as we cannot be responsible for returns lost in transit.

Earrings & Hygiene

For hygiene reasons, earrings are final sale and cannot be returned or exchanged unless they arrive damaged. As our jewellery is worn against bare skin, worn items cannot be resold to another customer.

How to Request a Return

We do not currently have an online returns portal. To request a return, please email us at info@lunael.store with your order number and reason for return.

Once your return is approved, we will provide you with the return mailing address. Please do not send items back before receiving approval and the return address, as unapproved packages may be returned or not returned to the sender.

Refunds

Refunds will only be processed once the returned item has been received and inspected at our facility. Please allow 7–10 business days after we receive your returned package for the refund to be issued back to your original form of payment.

Returns postmarked after the eligible return window will not be accepted.