Return and Refund Policy

🍪 Return and Refund Policy

At CasaLuna, your satisfaction is our top priority. If for any reason you are not completely satisfied with your purchase, we are here to help.

🔄 Order Cancellation

You can cancel your order within 24 hours of purchase by sending an email to contact@casaluna.shop with your order number and reason for cancellation.
Once the order has been shipped, cancellations cannot be accepted.

🚚 Return Conditions

We accept returns within 7 days of receiving your order under the following conditions:

  • Items must be unused, unworn, and in their original packaging.
  • All original tags must be intact.
  • Products must be in the same condition as received.
  • The return must include proof of purchase (order number or invoice).

Note: Return shipping costs are the responsibility of the customer and are non-refundable.

📸 Damaged or Incorrect Items

If you have received a damaged, defective, or incorrect item, please contact us within 48 hours of delivery and include photos or videos as proof.
We will cover the return shipping costs and offer a replacement or full refund.

💳 Refund Process

Once we receive and inspect your return, we will notify you by email.
If approved, your refund will be processed within 5 to 10 business days and credited to your original method of payment.

If you have not received your refund after that time, please:

  1. Double-check your bank account.
  2. Contact your credit card provider — it may take some time for the refund to appear.
  3. Contact your bank.
    If you still have not received it, please email us at: contact@casaluna.shop

📧 Return Address

All returned items must be sent to:

CasaLuna
31 Heaton Hall Rd, Newcastle upon Tyne, NE6 5NQ, United Kingdom

🔄 Exchanges (Product Replacement)

We accept exchanges under the following conditions:

  • The product must be in its original condition, unused, and in its original packaging.
  • The exchange request must be made within 7 days of receiving the order.
  • Exchanges are available only for the same product (size, color, or defect).
  • If the item is defective or incorrect, we cover the shipping costs for the exchange.
  • If the exchange is for other reasons (e.g., change of mind), return and reshipping costs are the customer’s responsibility.

To request an exchange, please email us at contact@casaluna.shop with your order number and a brief explanation. We will guide you through the process.

📞 Contact Us

If you have any questions, feel free to contact us:
📧 Email: contact@casaluna.shop
📞 Phone: +44 7386 287976

Thank you for choosing CasaLuna! 😍