Refund policy
Welcome to LUNLU ON THE SKY.
We want you to feel confident every time you shop with us. If something about your order isn’t quite right, our team is here to help. Please review the policy below before requesting a return.
Return Eligibility
We accept eligible returns within 30 days from the date your order is delivered.
To qualify for a return, items must:
- Be unworn, unused, and unwashed.
- Be in their original condition.
- Have all original tags attached.
- Be free of stains, makeup, perfume, odors, pet hair, or other signs of wear.
- Include the original packaging whenever possible.
Items that do not meet these requirements may not be eligible for a refund.
Non-Returnable Items
For hygiene and product-specific reasons, the following items are not eligible for return:
- Final Sale items
- Gift Cards
- Bodysuits
- Underwear & Lingerie
- Swimwear with the hygiene liner removed
- Earrings
- Personalized or custom-made items
- Beauty accessories
- Items damaged due to misuse or improper care
How to Request a Return
Please contact our Customer Support Team before sending any item back.
To help us process your request efficiently, please include:
- Order number
- Full name
- Email address
- Item(s) you would like to return
- Reason for the return
- Photos if the item is damaged, defective, or incorrect
Once your request has been reviewed and approved, we will provide the appropriate return instructions and return address.
Please do not send merchandise back without receiving return authorization first.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to:
- An incorrect item being sent
- An item arriving damaged
- A confirmed manufacturing defect
Original shipping charges are non-refundable.
We recommend using a shipping service with tracking and keeping your tracking information until your return has been completed.
Damaged or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.
Please provide:
- Your order number
- Photos of the item
- Photos of the packaging
- Photos of the shipping label
Our team will review the details and work with you to find an appropriate solution.
Refund Processing
Once your return has been received and inspected, we will notify you by email regarding the status of your refund.
If your return is approved, the refund will be issued to your original payment method within 5–10 business days.
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
Order Cancellation
Orders may be canceled within 12 hours of being placed.
After an order has entered processing or has been shipped, we are unable to guarantee cancellation.
Additional Return Information
- All returns require prior approval from our Customer Support Team.
- Unauthorized returns may not be accepted.
- Items that have been worn, washed, altered, or damaged after delivery may not qualify for a refund.
- Please package returned items securely to help prevent damage during transit.
- LUNLU ON THE SKY reserves the right to refuse returns that do not meet the requirements of this policy.
South Carolina’s consumer-protection framework includes the South Carolina Unfair Trade Practices Act, which is enforced by the state’s consumer-protection authorities.
Return Address
The business address listed on our website is for business correspondence only and is not a return warehouse.
Please contact our Customer Support Team before sending any merchandise so we can provide the correct return instructions.
LUNLU ON THE SKY
1409 Roper Mountain Rd
Greenville, SC 29615
United States
Business Correspondence Only – Not a Return Address
Contact Us
LUNLU ON THE SKY
Business Hours: Monday–Friday, 9:00 AM–6:00 PM EST
Response Time: Within 24–48 business hours
If you have any questions about a return or refund, simply reach out to us. We’ll take the time to understand what happened and work with you toward a solution that feels clear, fair, and comfortable. ✨
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