Returns & Exchanges

 

Our Commitment to Your Satisfaction

At Elune, your satisfaction is our top priority. We want every purchase to be a positive experience. If for any reason your items aren't quite right, you may request a return within 30 days of delivery.

1. How to Start a Return

You have 30 days from the date of delivery to submit a return request through our portal.

  • Step 1: Go to our Returns Portal The quickest way to start is through our dedicated Returns Portal. Enter your order number and email address to begin.

  • Step 2: Follow the Instructions The portal will guide you through the process, allowing you to select the items you wish to return and your preferred shipping method.

  • Step 3: Ship Your Return We offer two main shipping options via our partnership with ParcelWiLL:

    • Option A: Ship with a Partner Label (Recommended): Use our carrier accounts and services to access the cheapest rates. The cost of the return label is covered by the customer and will be displayed prior to selection. Your label will be sent directly to your email.

    • Option B: Ship on Your Own: You may choose your own carrier at your own expense. We recommend using a trackable service.

2. Return Shipping Instructions

When returning your items, please follow these steps to ensure a smooth refund:

  1. Download and print your return label.

  2. Pack all items securely. Include a print-off of your purchase confirmation email inside the package.

  3. Package Size: You may use the box the items arrived in or your own. (Default size used for estimates: Priority Mail Large Flat Rate Box, 12 × 12 × 5.5 in, 0.54 lb).

  4. Drop Off: Take the package to an authorized drop-off location. You will receive updates on the return page and via email.

3. Return Address

All returns are handled and inspected at our fulfillment center in China:

Name: Zhang Xiaowen

Industrial Name: HST Fulfilment Center

Address: 202, Building C, Yucai Industrial Zone, Qiaotang Road, Fuhai Street

District: Baoan

City: Shenzhen

Province: Guangdong

Country: China

Postal Code: 518100

4. Refunds & Processing Time

  • Inspection: Once your return arrives in China (typically 48–72 hours after posting), we require 2-3 business days to inspect the items.

  • Refund Method: Approved returns will be refunded to your original payment method.

  • Timeline: Once the refund is issued, you will typically receive it within 15 business days. The exact arrival time depends on your bank and the Shopify payment system.

5. Return Requirements

To be eligible for a return, all items must be:

  • Unworn and Unwashed: Items must be in their original condition.

  • No Marks or Scents: Free of make-up, stains, deodorant, or perfume.

  • Original Tags: All tags, including secure return tags, must remain attached and intact.

Non-Returnable Items: For hygiene reasons, we cannot accept returns on lingerie, swimwear, bodysuits, or gift cards.

6. Damaged or "Not As Described" Items

  • Defective Items: If an item arrives damaged, notify us at support@elunelondon.com within 48 hours of delivery with photos. We will provide a replacement or a full refund at our expense.

  • Lost Parcels: If your parcel is lost in transit, we will immediately send a replacement.

  • Perceived Differences: Minor variations in color (due to screen settings) or size (1-2cm tolerance) are standard in the apparel industry and are not considered "not as described." However, if a significant error is confirmed, we will cover the return cost.

Have a Question?

Our customer service team is here to help! Email: support@elunelondon.com

Company: Neon Lab EOOD (BG208630049)

Address: Gotse Delchev, Slavovitsa 53E, fl. 4, ap. 16, Sofia, Bulgaria, 1404

Phone Number: +44 7949 105 143