CUSTOMER CARE
Shipping & Returns
From dispatch to returns, here is what to expect when you order from LunaVeil.
Order processing
Orders are carefully checked before dispatch. Orders are typically prepared for dispatch within 2–4 business days.
Shipping
LunaVeil currently ships from China to the United States only. Shipping to the United States is free. Shipping to other countries is not currently available.
Estimated delivery: approximately 7–14 business days after dispatch. These estimates are not guaranteed delivery dates.
Delivery times depend on the actual carrier and service used. They may vary due to destination, customs processing, local carrier conditions, holidays, or other circumstances outside our control. Tracking information will be provided when available.
14-day return window
Customers may request a return within 14 days of receiving their order. Please contact us before sending anything back so we can provide the return instructions and address.
For a change-of-mind return, the piece must be:
- Unused and unworn
- In its original condition
- Returned with the original packaging and included materials
- Accompanied by proof of purchase or an order number
Return shipping
For change-of-mind returns, customers are responsible for return shipping costs. We recommend using a tracked service and keeping the shipping receipt. Original shipping charges, if any, are generally non-refundable, except where required by applicable law.
If a piece arrives damaged, defective, or is not the item you ordered, contact us with your order number and clear photographs. Once we confirm an error on our part, we will arrange an appropriate replacement or refund and cover necessary shipping costs.
Natural stone variation
Natural stones vary naturally in color, pattern, translucency and inclusions. These variations are part of the material and are not considered defects. This does not affect your rights if an item is faulty or not as described.
Refunds
After receiving and inspecting your return, we will notify you of the outcome. If approved, the refund will be issued to the original payment method. The time it takes to appear in your account depends on your bank, PayPal, or card provider.
Exchanges
To choose a different piece or size, please request a return of the original item and place a new order. Direct exchanges are not currently offered.
Order cancellation
If your order has not been dispatched, contact us as soon as possible to request cancellation. Once it has been dispatched, the standard return process applies.
Contact
For shipping, cancellation or return requests, email support@lunaveilstudio.com or use our Contact page. Please include your order number and the email used for the order.
Nothing in this policy limits any mandatory consumer rights that apply to your purchase.
