Refund policy

Return Policy

We want you to be happy with your purchase from LuneNoir. We offer a 14-day return period, which starts from the day your order is delivered. To qualify for a return, items must be in the same condition as received: unworn, unused, with tags intact, and in the original packaging. A receipt or proof of purchase is also required.

Please note: Eligible returns may be subject to a 20% restocking fee. Additionally, customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., defective or wrong item). Please see our "Return Fees" and "Return Shipping Costs" sections below for full details.

Understanding Color Discrepancies

We strive to display the colors of our products as accurately as possible in our photographs. However, please be aware that the colors you see on your screen may vary slightly from the actual product due to differences in monitor settings, device types, and display calibrations. This is an inherent aspect of online shopping.

Unless the color is significantly different from what was described or depicted, minor variations in color due to screen display will be considered a customer-preference return (e.g., change of mind, no longer needed). If you have any questions about a specific color, please contact us at info@lunenoir-ca.com before making a purchase.

Initiating a Return or Exchange

To initiate a return or exchange, please contact us at info@lunenoir-ca.com with your order number, the item(s) you wish to return/exchange, and the reason for the return/exchange.

We will review your request and reply with detailed instructions and confirmation if your return is approved.

Please do not send back items without receiving prior email confirmation from us. Returns must be sent to our address at: 2003 Sawtelle Blvd, Los Angeles, CA 90025. Items returned without prior email confirmation from us or not meeting our return criteria will not be accepted and may be returned to you at your expense.

Return Shipping Costs

For returns due to customer preference (e.g., change of mind, item no longer needed, minor color discrepancies as explained above):
Customers are responsible for the cost of return shipping.

For returns due to an error on our part (e.g., defective item, wrong item sent):
LuneNoir will cover the cost of return shipping. We will provide you with a prepaid shipping label in such cases.

Return Fees

A 20% restocking fee applies to eligible returns. This fee helps cover processing, inspection, and repackaging costs associated with returned items.

The restocking fee will be waived if:

  • The return is for an exchange due to a size difference (see "Exchanges" below).
  • The item received was defective, damaged, or incorrect due to our error.

Non-Returnable Items

The following items cannot be returned or exchanged. We encourage you to carefully review product descriptions, photos, and any specific return information on the product page before purchasing these items. If you have questions about whether a specific item is returnable, please contact us at info@lunenoir-ca.com before purchasing.

Vintage Clothing:
Items listed within our "JP Vintage Clothing" menu category, or those explicitly described as "Vintage" (e.g., "Vintage Vivienne Westwood Dress," "Vintage Christian Dior Scarf") in the product name or description.

Reason: Our vintage clothing items are unique, pre-owned pieces, often one-of-a-kind, and their individual condition, including signs of wear or age, is part of their distinct character and history. Due to their unique nature and the detailed descriptions provided, all sales of vintage clothing are final.

Unique, One-of-a-Kind, and Vintage Items from Japan (e.g., Vintage Matcha Bowls, handcrafted ceramics):
Specific items, often imported from Japan, that are designated as "One-of-a-Kind," "Vintage Collectible," or "Handcrafted Unique Piece" on the product page.

Reason: These items are typically handcrafted, vintage, or produced in very limited quantities, making them irreplaceable or difficult to restock. To preserve their integrity, ensure their unique condition is maintained, and due to the complexities of sourcing and international shipping for such delicate or singular items, they are not eligible for return or exchange.

Final Sale Items:
Any item clearly marked as "Final Sale" on its product page or at the time of purchase.

Reason: These items are offered at a significant discount and cannot be restocked.

Food Products / Swimwear and Underwear / Custom-Ordered or Personalized Items:
Due to health, hygiene, and custom manufacturing reasons, these items are strictly non-returnable.

Exchanges

For incorrect sizes, we offer a one-time exchange for the same item in a different size, subject to availability. The restocking fee is waived for size exchanges.

  • You will be responsible for the cost of shipping the original item back to us.
  • We will cover the cost of shipping the exchanged item to you (one time per original purchase).
  • Size exchange is limited to one time per original purchased item.

For all other exchanges (e.g., for a different item), please return the original item (subject to our standard return policy, including any applicable restocking fees) for a refund, and then place a new order for the desired item.

Damages and Issues (Carrier Claims Required)

Please inspect your order immediately upon reception. If your item arrives damaged, defective, or incorrect, do not discard the item, internal packaging, or the original shipping box. If these materials are discarded, we cannot verify the claim or process compensation.

Step 1: File a Damage Claim with the Carrier
Because transit damage occurs while in the carrier's possession, the customer must first submit a Damage Claim directly to the shipping carrier (UPS, USPS, etc.) to initiate their insurance investigation. The carrier will provide you with a Damage Claim Number.

Step 2: Submit Documentation to Us
Contact us at info@lunenoir-ca.com within 7 days of delivery with your Order Number, the Carrier Damage Claim Number, and clear photos/videos of:

  • The defective or damaged product,
  • The interior packaging and the outer shipping box (showing any dents, tears, or punctures), and
  • The shipping label clearly showing the tracking number.

Once both the carrier claim and our internal review are processed, we will coordinate with the carrier to make it right, which may include a replacement, repair, or full refund.

Lost or Missing Packages (Carrier Claims Required)

When the carrier marks a package as Delivered to the address provided at checkout, the shipment is considered fulfilled and risk of loss transfers to the customer. If your tracking shows "Delivered" but you cannot locate the package, both the customer and LuneNoir must take action to investigate.

Step 1: Customer Action (Required First)
Before contacting us, you must immediately initiate a formal inquiry with the carrier:

  • Verify the exact shipping address entered at checkout.
  • Check around your property, with household members, building management, or neighbors.
  • File a formal Missing Package Claim / Delivery Trace with the shipping carrier immediately. The carrier will issue you a Missing Package Claim Number.

Step 2: Report to LuneNoir
If the package remains unlocated, you must report the issue to us at info@lunenoir-ca.com within 7 calendar days of the marked delivery date, providing your valid Carrier Claim Number.

Goodwill Accommodation Policy:
If reported within 7 days with a valid Carrier Claim Number, LuneNoir may, at its sole discretion, assist with a one-time courtesy replacement or partial store credit. This is a strict one-time goodwill accommodation per customer account/address and does not create an ongoing obligation. Future missing package claims under similar circumstances will be evaluated under our standard policy (where carrier delivery confirmation is final). All shipping and freight charges remain non-refundable.

Refunds

Upon receiving and inspecting your return, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, minus any applicable restocking fees.

Please note: If your original order qualified for free shipping (e.g., orders over $50) and your return brings the final order value below that free shipping threshold, the standard shipping cost that would have applied to your original order may be deducted from your refund amount. This does not apply if the return is due to an error on our part.

Original shipping charges paid by the customer are non-refundable unless the return is due to an error on our part (defective, damaged, or incorrect item).

Please allow up to 10 business days for the refund to be processed by us. It may take additional time for your bank or credit card company to process and post the refund to your account. If you haven’t received your refund within 15 business days of our approval notification, please check with your bank first, then contact us at info@lunenoir-ca.com.

Policy Changes

LuneNoir reserves the right to modify this return policy at any time. Any changes will be effective immediately upon posting on our website.

For any further questions regarding returns, you can always contact us at info@lunenoir-ca.com.