Questions & Answers
EXCHANGES & RETURNS
May I exchange or return an item gifted to me by someone else?
Yes, you may exchange or return an item that was purchased by someone else. Please note you need to have an order number or contact information of the purchaser.
However, if the item is returned for a refund, the original purchaser will be reimbursed automatically. Similarly, if you choose an exchange and the new item is less expensive than the one being returned, the difference will be refunded to the original purchaser.
What are the conditions to return an item?
Items should be new, unpacked, unused, and unaltered, in perfect, re-sellable condition as originally received in their original packaging. A return should also be initiated within 14 calendar days from the delivery date.
Are all products returnable?
Bespoke and personalised products cannot be returned for a refund. Sealed products that have been opened, for hygiene reasons, aren't eligible either, though some exceptions apply with a restocking fee.
How do I initiate a return?
Before sending any returns, please contact our Customer Support team first.
Who bears the shipping fees for returns?
The customer is responsible for the return shipping fees, which will be deducted from the final return total.
How long does it take for a refund to be issued?
Once we receive and inspect the returned items at our facilities, the refund will be processed. This could take up to 14 business days. The refund is solely processed to the original payment method. If the original payment method is not available, please contact Customer Support. After the refund is processed, please allow another 14 business days for the refund to appear on your bank statement. If you have not received a refund within 14 business days after a confirmation email was sent, please contact Customer Support.
How are international and EU taxes and customs duties handled for returns?
Lunar Artefacts is not liable for these charges. Any import taxes or customs duties Lunar Artefacts must pay for a returned order will be deducted from the total refund amount.
Under what conditions can I exchange an item?
Items eligible for exchange should be new, unpacked, unused, and unaltered, in perfect, re-sellable condition. An exchange should also be initiated within 14 calendar days from the delivery date.
Are there products that cannot be exchanged?
Products with Personalised Engraving cannot be returned for an exchange. Sealed products that have been opened, due to hygiene reasons, are also not eligible, with some exceptions and a restocking fee.
How do I initiate an exchange?
Please contact our Customer Support team before sending any items for exchange.
Who pays for the shipping fees for exchanges?
The customer bears the shipping fees for exchanges, which will be deducted from the final return total.
How long does it take for an exchange to be processed?
Once we receive and inspect the items you've returned for exchange at our facilities, the exchange will be processed. This could take up to 14 business days. Please ensure that the items meet the requirements as stated for exchanges. Once the exchange is approved and processed, the new item will be dispatched to you. For any further information or updates regarding the exchange process, please contact Customer Support.
