FAQ
Thank you for visiting our Frequently Asked Questions page. If you don't find an answer to your question, please ask us using this form:
| RETURNS + REFUNDS | We gladly accept returns. The request for return must be initiated within 7 days of purchase. Returns can be initiated by filling out this form or by sending an emailed request to hello@lunamerchant.com. Returned item(s) will only be refunded if returned in exact condition as purchased, without damage, repairs, or resizing. Eligible returns will be fully refunded within 7 business after we receive the item. We will send you a fully insured shipping label, which prevents exposure in the event of damage or loss. Buyer is responsible for the cost of return shipping and this amount will be deducted from your refund. Luna Merchant is not responsible for returned items damaged or lost in transit by any alternate shipping methods to the label we provide, and is not required to offer a refund for said item damaged or lost in transit by any third-party shipping company.
Layaways are eligible for returns, minus the 20% initial deposit. Any resizing and/or customization nullifies this return policy, and makes your order FINAL SALE.
| SHIPPING | We typically ship within 24 hours of your order being placed. We offer free domestic shipping via USPS and we offer expedited shipping options at an additional cost. Your preferred shipping method can be selected at checkout. Your shipment will be mailed fully insured.
For international orders, we offer shipping through DHL Express and USPS International. International shipping costs are not complimentary and are calculated at checkout. Your international shipment will be mailed fully insured, and as such, the declared cost of your item(s) may incur import duties, fees or taxes in your country. These costs are not included in the cost of shipping and are your responsibility.
| LAYAWAY | We love the opportunity to offer layaway to our customers. We offer two methods:
LUNA MERCHANT - custom tailored layaway plan - is an option offered directly through us. Plans range from 1 to 6 months long, with once monthly invoices delivered directly to your email inbox. A 20% non-refundable deposit is required to secure the layaway and remove the piece from available inventory. Your order will be shipped within 24 hours after your final payment has cleared. If resizing was requested, this process will begin after final payment has cleared. Please allow 2-4 weeks for resizing. Also note: resized pieces are ineligible for return and will be FINAL SALE.
↑ Want to use this layaway option? Send an email to hello@lunamerchant.com or use the chat feature! Decided to pay off your Luna Merchant layaway early? Great! Message us and we'll send you a final invoice for your balance.
or:
SHOP PAY - powered by Affirm - is a buy now, pay later option offered at checkout. Your payments are determined and organized by Shop Pay, and once placed, your order is shipped from us straight away. No waiting until the end of your layaway! If resizing was requested, please allow 2-4 weeks for resizing. Also note: resized pieces are ineligible for return and will be FINAL SALE.
Payment options through Shop Pay Installments are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. State notices to consumers https://www.affirm.com/licenses.
↑ Want to use this option? Just add your piece to the cart and choose SHOP PAY at checkout.
| Disclaimer | Items sold by Luna Merchant are estate pieces, meaning they are either antique, vintage or secondhand, and are described for their condition, wearability and fragility. Therefore we cannot warranty our pieces against damage from wear and tear. If you believe that a piece was inaccurately described or incur a problem with your purchase within the first two weeks, please contact us immediately. We will evaluate your piece and issue and decide options on how to proceed. If we deem the issue to have been preventable on behalf of Luna Merchant, we will offer a full refund or discuss options for repairing the piece. If we deem the issue to be on your behalf, including but not limited to negligence or wear and tear, Luna Merchant is not required to refund or repair your piece.