SHIPPING & RETURNS

All our orders are shipped from Belgium, the courier service used depends on the delivery address. Usually the order is shipped via DHL or Bpost. The order can be delivered to your home or to a pick-up-point.

 

Shipping

Order processing

(Please note that these are estimates of transit times, these times may vary! Your order will be processed as soon as possible and with care, but Luna E Dolore cannot guarantee changes in transit times. We are of course willing to solve delivery problems.

Orders placed on Saturday or Sunday will be shipped the following Monday or the next working day..

  •  We strive to proces your order within 1-2 working days. This time may also vary with the number of orders we receive, I hope you understand possible changes in processing time.
  • Orders that are finalized cannot be changed.
  • Please make sure all your account info if the order info is correct.
  • We are not responsible for a wrongly given billing and shipping addresses.
  • All account info has to be in English, this to avoid confusion in our order process. 

 

Problems with shipping

Following problems can appear in the shipping process. 

 

  • Stolen Package

It can accure that a marked package was marked as delivered but you haven't received anything. Then contact the courier service. Be sure to keep your trackingnumber close by to give a detailed description of the goods this within a time spam of 30 days after receiving your package.

  • Not delivered package

If your package update isn't changed for a 7 day period, contact the courier service. Be sure to keep your trackingnumber close by to give a detailed description of the goods. 

  • Damaged package

When your package has damage when received, contact the courier service. Photos of all damaged items including the package materials will be necessary this within a time spam of 30 days after receiving your package. In case of damaged packages please send them to info@lunaedolore.com so we can provide you with a solution and look how to avoid those kinds of cases in the future. 

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Claims for lost and/or damaged items that are send with shipping insurance can be submitted via parcelbe.cs@dhl.com.

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Shipping

Tracking

  • When your ordered is processed, you will receive an email when we ship out your order, this along with your trackingnumber. Only then is your order fully processed, otherwise the order is still processing.

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The shipping time comes on top of the processing time. We strive to process within 1-2 workdays after this the shipping time will be acummulated. We ship via DHL or Bpost. 

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International shipping

  • Depending on your country and selected delivery service, the delivery time is changeable.
  • The tax duty is different per country. It's possible that there are duty fees coming on top of your total. This through custom fees at airports. We are not responsible for any upcoming duty fees you may receive.
  • You will receive an email with shipment information including tracking numbers. 

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Returns

Quick note: In order to accelerate the process please make an account on our website so we can make the refund easier and that we have more accessability to your purchased and returning goods. Also make sure that all your info is correct. 

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Conditions

  • If you do not feel 100% 1 with your order, you have 14 days to indicate that you wish to return the item(s) without giving a reason. We would appreciate it to understand why you and your order aren't fully compatible.
  • The items are purchased at www.lunaedolore.com.
  • The items you wish to return must be in sale-able conditions: unwashed, showing no signs of wear, no smells or fragrances and the hang tag can't be removed!
  • We understand that it is difficult to return them in their original packaging, but still we expect all labels to be retained and in the original packaging.
  • When you want to return a product that's bought with the use of points those will be retrieved. 

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Our team must first approve the chargeback before the customer returns the purchased order. Packages without this approval will be rejected. If the team has approved the chargeback, it must be returned within 7 days.

If the returned items not fit the requirements, they will be sent back at the expense of the costumer. The last and final decision is with our team to decide if the goods are returned in sale-able conditions. 

When everything is in order the exact amount you paid for the merchandise will be paid back. (incl. original shipping). 

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Sale 

  • All purchases with discount or sales items are immutable and can't be returned. (incl. summer sales, flash sales, black friday)

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The return

  • Full priced items have to be returned within 14 days (of receiving the item), when they fully comply with the return policy.
  • Please read the shipping policy which all must comply with to avoid confusion and discussions later, the returning products in original packaging is an important factor.
  • Send us a drop off receipt and/or note the tracking number of the packaging.
  • When the goods are received you will receive an email within 7-14 days, when the check is completed you will receive the amount back in the form of a receipt.

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Refunds

Once we received the returned items, the paid amount at checkout will be refunded. 

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Exchange

Full priced items have to be returned within 14 days,( of receiving the item) when they fully comply with the return policy.

The shipping costs are for the customer. 

It is established that when the merchandise is out of stock on the website, they are no longer available in any way.

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For questions, please email us at info@lunaedolore.com