Refund policy
Special Order Notice — Non-Refundable Costs
Every Luna Ilum piece is a special order shipped directly from Tokyo, Japan. Your order total includes an itemized breakdown of the actual shipping, insurance, and import duties prepaid on your behalf. These costs — regardless of the refund outcome — are non-refundable in all circumstances. By completing your purchase, you acknowledge and agree that shipping, insurance, and duties paid are final.
Our Return Standard
Luna Ilum accepts returns under one condition only: the item you received is materially different from the item shown in the product photographs at the time of purchase.
We maintain an unbroken documentation record for every order. Each piece is individually inspected, photographed, and videoed prior to packaging. The packaging process itself is fully documented from start to finish. This record is timestamped and retained. Any return claim will be evaluated against this documentation.
We do not accept returns for change of mind, sizing preference, or subjective dissatisfaction with a piece that matches its listed description and photos.
Return Window
Return requests must be submitted within 30 days of your purchase date. Requests submitted after 30 days will not be accepted.
How to Initiate a Return
Email support@lunailum.com with your order number and a clear description of how the item differs from the product listing. We will review your claim against our shipping documentation and respond within 2 business days.
Return Shipping
If your return is approved, we will provide a prepaid return shipping label. You must use our label — returns sent via any other carrier or method will not be accepted. A flat $30 return shipping fee will be deducted from your refund.
Restocking Fee
An 11% restocking and processing fee is applied to all approved returns. This is non-negotiable and non-waivable.
Refund Calculation Summary
Your refund = Purchase price − non-refundable shipping/insurance/duties − 11% restocking fee − $30 return label fee.
Refund Timeline
Approved refunds are processed within 5–7 business days of receiving and inspecting the returned item, to your original payment method.
Non-Returnable Items: Custom or personalized pieces are final sale.