Refund policy

LunaPick Return & Refund Policy

We want you to shop with confidence and joy.

At LunaPick, every box is packed with care and a touch of sparkle.

If something doesn’t feel right, we’ll review each issue carefully and help where we can.

Return Window

You have 30 days after receiving your order to request a return.

We accept returns on most items as long as they’re unused, unworn, and in their original packaging.

Please include your receipt or proof of purchase.

 

Mystery Box Fairness Policy

Each LunaPick mystery box is randomly packed to keep the surprise fair for everyone.

You may leave your style preferences or dislikes in the order note, and we’ll do our best to consider them when possible. However, mystery boxes are not fully customizable, and specific items, colors, styles, or materials are not guaranteed.

For this reason, mystery box contents can’t be changed, swapped, or exchanged after they are packed.

• Unopened mystery boxes may be returned within 30 days of delivery.

• Opened mystery boxes are returnable only if an item arrives damaged, defective, or incorrect.

To qualify as unopened, the mystery box must remain sealed, unused, unworn, and in its original packaging with all items, gifts, and packaging included.

We hope you understand this keeps the mystery experience fair for everyone.

 

Shipping Address Responsibility

Customers are responsible for entering the correct and complete shipping address at checkout.

Once an order has been shipped, we are not able to change the delivery address from our side. Shipping address changes, delivery holds, redirects, or pickup requests are controlled by the carrier and may not be available.

If a package is delayed, returned, lost, or delivered to an incorrect address because the shipping address entered at checkout was incorrect, incomplete or outdated,  LunaPick is not responsible for refunding or replacing the order.

 

How to Request a Return

Please email us at support@lunapick.com with your order number and reason for return.

If your return is approved, we’ll send you return instructions by email.

Please do not send items back without contacting us first. Items sent back without approval may not be accepted.

The return address will be provided after your return request is approved.

 

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping fees are non-refundable unless the return is due to our mistake.

We recommend using a trackable shipping service for returns, as we cannot be responsible for return packages lost in transit.

 

Damages, Defective Items, or Incorrect Items

Please inspect your order when it arrives.

If an item arrives damaged, defective, or incorrect, please contact us at support@lunapick.com within 48 hours of delivery.

Please include your order number and clear photos or videos of the issue so we can review it quickly.

If the issue is confirmed, we’ll do our best to offer a replacement, refund, or another suitable solution.

 

Missing Items

If you believe an item is missing from your package, please contact us within 48 hours of delivery with your order number and photos of everything received, including the packaging.

Please note that “missing items” refers to items missing from the package, not packages delayed, lost in transit, or marked as delivered by the carrier.

Delivered But Not Received

If your tracking shows that your package was delivered but you haven’t received it, please first check with your household, neighbors, building mailroom, front desk, local pickup point, or the local carrier.

Once a package is marked as delivered by the carrier, LunaPick is not responsible for stolen, misplaced, or incorrectly collected packages.

We’ll do our best to help you review the tracking information, but we cannot guarantee a refund or replacement for packages marked as delivered.

 

Non-returnable Items

Some products can’t be returned for hygiene or safety reasons, including opened beauty items, personalized gifts, free gifts, and gift cards.

Sale, clearance, and final sale items may not be eligible for return unless required by applicable consumer law or if they arrive damaged, defective, or incorrect.

Exchanges

Because our products are mystery-based and randomly packed, we’re unable to offer exchanges or swap specific items.

This helps keep the surprise experience fair and fun for everyone.

If something arrives damaged, defective, or incorrect, please contact us at support@lunapick.com, and we’ll review the issue with care.

Refund Timing

Once we receive and inspect your return, we’ll confirm the refund status by email.

Approved refunds are issued to your original payment method within 10 business days.

Please remember that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@lunapick.com.

Our Promise

Your happiness matters to us, and every LunaPick order is packed with care.

If something goes wrong, please reach out by email so we can review the issue clearly and help where we can.

We believe every conversation should be kind, respectful, and understanding from both sides.