SHIPPING & DELIVERY
We really do hope you are over the MOON with your purchase, but understand sometimes, we can have a change of heart. Please see our policy below:
RETURNING PERSONALISED ITEMS:
Unfortunately due to the bespoke nature of these pieces they are non-returnable and non-refundable with the exception of faulty products. If you feel like your bespoke item may be faulty please do get in touch with us at firstname.lastname@example.org to discuss this matter!
Non-personalised products are eligible for exchange or store credit only.
We accept exchanges back within 14 days of the dispatch date providing they are in a re-sellable and unworn condition. The new item will be delivered to you once we have received the returned item and it has undergone a quality control check. Return postage costs are not covered, therefore please retain your proof of postage - we recommend the Royal Mail signed for service.
Please send your exchange to:
Luna Loves London,
UNIT 18, Prince Road, Kings Norton, Birmingham, B30 3HB.
- Your delivery note with your order number
- The product & size you wish to exchange to (personalised items excluded)
Exchanges will be processed once we receive your item.
All sale items are final sale and ineligible for return or exchange, unless faulty. (see faulty info below)
As every product is personalised by hand, whilst utmost care is taken, there may be incidences where two jackets may not be identical. Due to the nature of the embellishments and letters being hand sewn and made, we cannot guarantee the same outlook every time, therefore every piece will differ slightly. (This just makes it more unique to you!)
RETURNING FAULTY ITEMS
Firstly, we are sorry that you may have received a faulty LLL item. If you believe that your item is faulty please send a clear image of the item with an explanation of the fault, plus proof of purchase, to email@example.com for review within 14 days of purchase. Once we have confirmed the item is faulty a new item will be sent to you free of charge or we can process a full refund if requested once the faulty item has been returned. Your statutory rights are not affected.