Return & Exchange

At Lunelle, your satisfaction means everything to us.
If for any reason you’re not completely happy with your purchase, we’re here to help. Please read our policy below for details on returns and exchanges.

1. Eligibility for Returns

Due to the nature of skincare and hygiene regulations, we can only accept returns if:

  • The item is unopened, unused, and in its original packaging.

  • The return is initiated within 14 days of receiving your order.

  • You have proof of purchase (order confirmation or receipt).

Unfortunately, we cannot accept returns for:

  • Opened or used products

  • Gift cards or sale items

  • Items not purchased directly from www.lunelle.co.uk

2. How to Request a Return

To start a return, please contact our customer care team at admin@thelunelle.co.uk with the following details:

  • Your full name and order number

  • The item(s) you wish to return

  • The reason for return

Once your request is approved, we will provide you with a return address and further instructions.

Please note that return shipping costs are the responsibility of the customer, unless the item was faulty or sent in error.

3. Exchanges

We currently offer exchanges only for damaged or defective items.
If your product arrives damaged, please contact us within 7 days of delivery with photos of the item and packaging.
Our team will arrange a replacement at no additional cost.

4. Refunds

Once we receive and inspect your returned item, we’ll notify you by email.
If approved, your refund will be processed to your original payment method within 5–10 working days (depending on your bank).

5. Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect product, please contact admin@thelunelle.co.uk within 7 days of receiving your order.
We’ll make it right by offering a replacement or full refund, including any delivery charges.

6. Late or Missing Refunds

If you haven’t received your refund after 10 working days, please check with your bank first.
If it still hasn’t arrived, contact us at admin@thelunelle.co.uk and we’ll investigate further.

7. Contact Us

For all return or exchange enquiries, please reach out to our dedicated team:

Email: admin@thelunelle.co.uk