Refund policy

Fairy Luna always takes customer experience as the core and provides you with convenient, fair and efficient return services. We understand that you may have adjustment needs after receiving the product; the following are the detailed return rules to fully protect your legitimate rights and interests.

1.1 Return Conditions

Return Period

You can initiate a return or exchange request within 14 days of receiving the goods. After this period, refunds will not be possible.

If your order was shipped in multiple packages, the return period for all items in the entire order will be calculated from the date of receipt of the last package.

Return/Exchange Eligibility Criteria

Items applying for return or exchange must meet all of the following criteria:

• Brand New, Unused.
Please handle items with care when trying them on. Returned items must be brand new, unworn, unwashed, and free of cosmetic residue, antiperspirant marks, pet hair, odors, and stains; all original tags must be intact, and the item must be in its original, undamaged condition upon receipt.

For bags: Returned items must be brand new, unwashed, undamaged, odorless, and stain-free, with all original tags and accessories intact, and in exactly the same condition as when received.

• Original Packaging

Please use the original brand packaging to return the goods for proper protection; if there are too many items to fit in the original box, the original outer box is not mandatory.

• Proof of Purchase

When processing a return or exchange, please provide the order number from the order confirmation email (the order number usually starts with a specific prefix) so that we can verify and process it.

• Gift Information

If you return all items in the order, please be sure to return any gifts that accompanied the order as well.

1.2 Return Process

1. Apply for Return: Log in to this website, enter "My Account - My Orders", find the corresponding order, click "Apply for Return", fill in the return reason, return quantity and other information, and submit the return application; you can also send an email directly to contact@fairyluna.com, indicating the order number, name, return reason and contact information to apply for return.

2. Review and Confirmation: We will review your application within 3 working days after receiving the return application. After approval, we will send you a return confirmation email, informing you of the specific return address and precautions (please do not send the product back without authorization, otherwise we cannot confirm the return and cannot process the refund).

3. Send the Product: You need to send the returned product to the designated address within 7 natural days after receiving the return confirmation email and keep the logistics tracking number. The return shipping fee shall be borne by you (except when the product has quality problems); we recommend that you choose a trackable logistics method to avoid product loss.

4. Verification and Acceptance: After we receive the returned product, we will conduct acceptance within 5 working days to verify whether the product meets the return conditions.

5. Process Refund: After acceptance, we will refund the full amount to your payment account in the original way within 3–7 working days (the refund arrival time is subject to the processing speed of the payment institution). If the acceptance fails, we will refuse the refund and send the product back to you in the original way, and the resulting shipping fee shall be borne by you.

1.3 Non-Returnable Situations

• The product has been worn, washed or modified, and the labels, tags or packaging are damaged, making it impossible to maintain the new state.

• Custom-made products (size, color, pattern, etc. customized according to your needs) are not eligible for return once ordered.

• Intimate clothing (such as underwear, swimwear, etc.) and accessories (such as necklaces, earrings, scarves, etc.) are not eligible for return once sold (except when there is a quality problem).

• No return application is made beyond the return period (14 natural days after receiving the product).

• The product is damaged, deformed, stained, etc. due to man-made damage, misuse or improper maintenance, which is not eligible for return.

• The product is sent back without submitting a return application in accordance with the requirements.

1.4 Exchange Instructions

If you need to exchange the size or color of the product (provided that the product is in stock), you can apply for an exchange within 7 natural days after receiving the product; the exchange process is the same as the return process. Exchange is only supported for size and color exchange of the same product, not for other styles. If the price of the exchanged product is higher than the original product, you need to make up the difference; if the price is lower than the original product, the difference will be refunded to you in the original payment way. The exchange shipping fee shall be borne by you (except when the product has quality problems).