Refund policy
Returns
• Returns must be made within 14 days of receiving your package.
• Items must be in their original condition: unworn, unwashed, and with all tags still attached.
• We cannot accept returns for items damaged due to washing or improper care.
• To start a return, please contact us at loreneguntveit@hotmail.com.
Return shipping costs are the customer's responsibility, unless we sent you the wrong item.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned: one-of-a-kind pieces and items made to your specifications or measurements (including made-to-measure and custom sizing), as these are made especially for you. Please get in touch if you have questions or concerns about your specific item.
Right to complain (warranty)
A 24-month right to complain applies under Danish sale of goods law (Købeloven). This covers defects that were present at the time of delivery and that become apparent within the 24-month period. As many of our items are handmade using natural materials, minor variations in colour, pattern and texture may occur — this is not considered a defect. To make a complaint, please contact us at loreneguntveit@hotmail.com with a description of the issue and supporting documentation (e.g. photos).
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted,
make a separate purchase for the new item.
European Union 14-day cooling-off period
If you are a consumer within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification, in accordance with EU consumer law. Your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging.
You'll also need the receipt or proof of purchase.
Please note that this cooling-off right does not apply to one-of-a-kind pieces or made-to-measure items, as these are excluded under the legal exception for goods made to the consumer's specifications (see "Exceptions" above).
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund has been approved. If approved, you'll be automatically refunded to your original payment method within 14 days. Please remember it can take some time for your bank or card provider to process and post the refund.
Contact Lunaré
Email: loreneguntveit@hotmail.com
Returns should be sent to: Blågårdsgade 31, st. tv, 2200 København N, Denmark