Politique de remboursement

Return/Refund Policy

  • We will accept returns within 14 days from the date you received your items. Items must be shipped back to us within 4 days after requesting the return. For returns please contact us by email, lunabellewestbtq@gmail.com, with your order number and reason for the return.
  • We will provide you with instructions where to send the return. The customer is responsible for all shipping fees when returning items. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost package" situations.
  • Returns will be inspected and should only be returned in NEW condition which means: unwashed, unworn, free of pet hair and smoke free and with all tags attached.
  • Once the item is inspected and approved for return a STORE CREDIT will be issued to the customer's email. We do not refund the original shipping charges. 
  • Exchanges are accepted but not guaranteed due to our limited inventory and quantities, therefore we cannot promise your needed size will be in stock. Please feel free to send an email to lunabellewestbtq@gmail.com and we can verify that we have the size you need in stock and hold the item for you until we receive your return.
  • We try to provide accurate sizing information and charts, please refer to these before ordering.
  • Products NOT eligible for return:  All final sale items, bodysuits, purses, wallets, jewelry, seasonal and holiday items.
  • International orders can not be returned unless under the EU Withdrawal. 

Order Cancellation

  • Once you have placed your order we are unable to cancel.
  • If you have made an error when placing your order, such as incorrect address or size please reach out to us immediately at lunabellewestbtq@gmail.com. We will try to correct the mistake if possible but cannot guarantee the correction due to our high volume of orders and processing time. Please check your order before placing as we are not responsible for incorrect information provided to us.  

Damaged/Incorrect Item

  • We inspect every item before processing and shipping but unfortunately errors and oversights may occur. 
  • If you have received an item you feel was damaged when shipped or an incorrect item please reach out within 48 hours upon receiving.  Email lunabellewestbtq@gmail.com with your order number, a brief description and a picture of the damage if applicable. We will provide a return mailing label in which you can return the item. The damaged item must be shipped back to us using the provided return label within 4 days after you receive the return label. Once the item is received, we will issue either the corrected item if available, or a store credit via email delivery that can be used at your discretion.   

EU Right of Withdrawal

If you are ordering from the European Union, you have the right to cancel or return your order within 14 days without giving any reason. The withdrawal period is 14 days from the day you (or a third party you designate) receive the last item in your order.

  • How to Exercise Your Right of Withdrawal: To exercise your right of withdrawal, please use the EU Withdrawal form located via the link at the bottom of our website.
  • Conditions: Returned items must be unused, unwashed, unworn, free of pet hair and smoke, and in their original packaging with all tags attached.
  • Return Costs: The customer is responsible for the direct cost of returning goods under the right of withdrawal
  • Refunds: Once we receive and inspect your return, we will refund the full purchase price to your original payment method within 14 days of receiving the returned goods. Please note that original shipping charges are non-refundable.
  • Exceptions The right of withdrawal does not apply to goods that are clearly personalized or sealed goods that are not suitable for return due to health or hygiene reasons and were unsealed after delivery.