Política de reembolso

Thank you for shopping with us!

Our returns time frame is 10 days from when you have received your item.

All items must be returned in good condition with original box/packaging, including manufacturer tags, parts, and accessories. We do not accept the following: Accessories, shoes or final sale items.

Whether the evidence is compelling or not will ultimately be determined by LUANNA Boutique.

Returns are accepted under the following circumstances:

1. Not shipped after processing time

The customer has the right to apply for a full refund for the order that was not shipped out beyond the processing time (subject to the estimated processing time displayed on the order page).

2. Wrong receipt information

  • If the customer fills in the receiving information incorrectly, please contact the customer service to confirm whether the goods have been shipped.
  • If there is no delivery, the buyer can update the delivery address with the correct information.
  • If the goods have been shipped, the customer needs to contact the logistics company to redeliver.
  • If the refund application is approved, the buyer must return the product at his own expense and upload the return tracking information in a timely manner. After Luanna receives the returned goods without any damage, part of the order amount will be deducted as the cost of repackaging and restocking.
  • If the goods cannot be redistributed or returned, the buyer shall bear the corresponding losses.

3. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)

If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), the customer shall contact Luanna customer service or handle the receiver within 5 working days from the date of delivery and provide evidence to prove the problem (pictures of broken products and package outer box with a shipping label on it).

4. Logistics issues

4.1 Invalid tracking information

If Luanna verifies that the tracking number is incorrect, we will check and re-give an accurate tracking number.

4.2 Untimely tracking info updates

If there is no update of the tracking info for more than 10 business days (from the time in the logistics website tracking info), the customer should contact us in time to negotiate a solution. Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

4.3 Package not received

If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide proof of delivery, Buyers should contact Luanna customer service in time.

5. Others

When encounter holidays, covid-19, abnormal weather, or other abnormal situations, contact us in time to solve the goods or logistic issues.

Contact Us: luanna.boutiquenz@gmail.com

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be offered store credit or receive a refund on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 10 business days have passed since we’ve approved your return, please contact us at luanna.boutiquenz@gmail.com.