Returns & Cancellations
This page explains, in plain language, how returns and cancellations work at Lunnara Shop. It summarises our Refund Policy; where the two differ, the policy prevails.
How to start a return
All returns and cancellations are handled by email. Write to contact@lunnarashop.com with your order number and, if the item arrived damaged or incorrect, a photograph. We reply with a decision and tell you exactly what to do next.
Please do not send anything back before requesting a return. Items sent to us without an approved return request cannot be accepted or refunded.
How long you have
You have 30 days from the day your order arrives to request a return. Requests made after that window cannot be processed.
Condition of the item
Items should be unused and in the condition you received them, with any tags still attached. Tell us honestly what state the item is in when you write — it does not disqualify your request, it just helps us resolve it on the first reply.
What happens after you write
We read every message in the order it arrives and answer within our support hours, Monday to Friday, 9:00–17:00. Your reply will either approve the return or ask for one more detail. Nothing is charged to you at this stage.
Your refund
Once we approve your return by email, your refund is issued within 10 business days, to the original payment method. Your bank or card issuer may take a few extra days to show it on your statement, which is outside our control.
Cancelling an order
If your order has not been dispatched yet, email us as soon as you can and we will cancel it and refund you in full. Once an order has left our fulfilment partner it can no longer be cancelled, and the return process above applies instead.
If your item arrives damaged or incorrect
Email us within the 30-day window with your order number and a photograph of the item as it reached you. We arrange a replacement or a full refund, at no cost to you.
If your parcel never arrives
If tracking has not updated for a long stretch, or the estimated delivery window has passed, contact us and we will investigate with the carrier. Where a parcel is confirmed lost, you receive a replacement or a full refund.
Your statutory right to cancel
If you are shopping from the European Union, the United Kingdom or Norway, you have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving a reason. This right is in addition to the 30-day window above and is not replaced by it. To exercise it, email us within that period.
Where to reach us
Email: contact@lunnarashop.com
Support hours: Mon-Fri, 9:00-17:00
LAYSA CHAVES LTD, trading as Lunnara Shop
Flat 1709, 275 New North Road, London N1 7AA, United Kingdom