SHIPPING & RETURN

SHIPPING

a. Order Processing: Your order will be processed within 1-5 business days. This means your order will be processed and shipped within this time frame. The arrival time will depend on the courier.

b. Shipping Confirmation: A shipping confirmation email will be sent to you as soon as your purchase has been shipped, allowing you to track the status of your shipment. Shipping costs depend on the weight of the package and delivery location. Customers are responsible for the shipping costs.

c. Tracking: You will receive tracking information via email. It is your responsibility as a customer to provide the necessary information to track the order. If you choose to have it delivered to a pick-up point, ensure to pick it up in time. If it is not picked up in time, it will be sent back to us. To ship the order again, we will charge a fee for shipping.

RETURNS

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

a. Eligibility for Return: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags (if applicable), and in its original packaging. You'll also need the receipt or proof of purchase.

b. Initiating a Return: To start a return, contact us at info.lunarlake@gmail.com for further information. Customers are responsible for the shipping costs of returns. In case of an exchange, Lunar Lake will send the new products for free; no shipping fee will need to be paid by the customer.

c. Return Address: Returns should be sent to the following address: Robiniadreef 115, 9050 Gentbrugge, Oost-Vlaanderen, Belgium

Please note that if your country of residence is not Belgium, shipping your goods may take longer than expected.

For any return questions, you can always contact us at info.lunarlake@gmail.com.

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately, within 48 hours, if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Certain types of items cannot be returned, such as custom products (special orders or personalized items), hazardous materials, flammable liquids, or gasses. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

EUROPEAN UNION 3-DAY COOLING OFF PERIOD

If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

REFUNDS

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info.lunarlake@gmail.com.