Return Policy

At Cleo and Luna London, we aim to provide a smooth shopping experience. If you are not fully satisfied with your purchase, you may request a return within the timeframe and conditions outlined below.

By placing an order, you agree to this Return & Refund Policy.

Return Period – 30 Days

You may request a return within 30 days of confirmed delivery.

Return requests submitted after 30 days from the delivery date will not be eligible.

The delivery date is determined based on the tracking information provided by the shipping carrier.

Return Conditions

To qualify for a return:

• The item must be unused and unworn.

• The item must be in its original condition.

• All original tags must be attached.

• The item must be returned in its original packaging.

• Proof of purchase (order number) must be provided.

We reserve the right to refuse returns that show signs of wear, washing, alteration, damage not caused during shipping, or missing components.

Return Authorization Process

All returns require prior written approval.

To initiate a return, please contact:

info@cleolunalondon.com

Return & Refund Policy

At Cleo and Luna London, we aim to provide a smooth shopping experience. If you are not fully satisfied with your purchase, you may request a return within the timeframe and conditions outlined below.

By placing an order, you agree to this Return & Refund Policy.

Return Period – 30 Days

You may request a return within 30 days of confirmed delivery.

Return requests submitted after 30 days from the delivery date will not be eligible.

The delivery date is determined based on the tracking information provided by the shipping carrier.

Return Conditions

To qualify for a return:

• The item must be unused and unworn.

• The item must be in its original condition.

• All original tags must be attached.

• The item must be returned in its original packaging.

• Proof of purchase (order number) must be provided.

We reserve the right to refuse returns that show signs of wear, washing, alteration, damage not caused during shipping, or missing components.

Return Authorization Process

All returns require prior written approval.

To initiate a return, please contact:

info@cleolunalondon.com

Your request must include:

• Order number

• Full name used for the order

• Reason for return

• Clear photos of the item (including packaging if applicable)

Once reviewed, you will receive return instructions. Returns sent without authorization or to an address not provided by us may not be processed.

Return Shipping

Customers are responsible for return shipping costs unless the item received is defective or incorrect.

Original shipping fees are non-refundable.

As we work with international fulfilment partners, return addresses may vary depending on the product. Customers must follow the exact return instructions provided after approval.

Cleo and Luna London is not responsible for return shipments lost in transit. We recommend using a tracked shipping method.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, you must notify us within 48 hours of delivery.

Your claim must include:

• Clear photos of the item

• Photos of the packaging

• A description of the issue

Failure to report within 48 hours may result in denial of the claim.

If the claim is approved, we will offer a replacement, store credit, or refund at our discretion.

Refund Processing

Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.

If approved, refunds will be issued to the original payment method.

Processing times may vary depending on your bank or payment provider.

We reserve the right to issue partial refunds if the returned item does not fully meet the return conditions.

Exchanges

We do not guarantee exchanges due to limited stock availability.

If you wish to exchange an item, you may place a new order once your return request has been approved.

Refused Shipments & Incorrect Address

Customers are responsible for providing accurate shipping details.

If a shipment is returned due to:

• An incorrect or incomplete address

• Refusal of delivery

• Failure to collect the package

Original shipping costs are non-refundable and additional shipping fees may apply for reshipment.

Customs and International Shipments

International shipments may be subject to customs inspections, duties, or import charges imposed by local authorities.

Unless otherwise stated at checkout, such charges are the responsibility of the customer.

If a shipment is returned due to unpaid customs fees, any costs incurred may be deducted from the refund.

Abuse of Policy

Cleo and Luna London reserves the right to refuse returns, refunds, or service in cases of suspected fraud, repeated abuse of return policies, or misuse of chargeback procedures.

Customers are encouraged to contact us directly before initiating a chargeback so we can work toward a resolution.

Contact Information

For all return-related inquiries:

info@cleolunalondon.com
cleolunalondon.com

Your request must include:

• Order number

• Full name used for the order

• Reason for return

• Clear photos of the item (including packaging if applicable)

Once reviewed, you will receive return instructions. Returns sent without authorization or to an address not provided by us may not be processed.

Return Shipping

Customers are responsible for return shipping costs unless the item received is defective or incorrect.

Original shipping fees are non-refundable.

As we work with international fulfilment partners, return addresses may vary depending on the product. Customers must follow the exact return instructions provided after approval.

Cleo and Luna London is not responsible for return shipments lost in transit. We recommend using a tracked shipping method.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, you must notify us within 48 hours of delivery.

Your claim must include:

• Clear photos of the item

• Photos of the packaging

• A description of the issue

Failure to report within 48 hours may result in denial of the claim.

If the claim is approved, we will offer a replacement, store credit, or refund at our discretion.

Refund Processing

Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.

If approved, refunds will be issued to the original payment method.

Processing times may vary depending on your bank or payment provider.

We reserve the right to issue partial refunds if the returned item does not fully meet the return conditions.

Exchanges

We do not guarantee exchanges due to limited stock availability.

If you wish to exchange an item, you may place a new order once your return request has been approved.

Refused Shipments & Incorrect Address

Customers are responsible for providing accurate shipping details.

If a shipment is returned due to:

• An incorrect or incomplete address

• Refusal of delivery

• Failure to collect the package

Original shipping costs are non-refundable and additional shipping fees may apply for reshipment.

Customs and International Shipments

International shipments may be subject to customs inspections, duties, or import charges imposed by local authorities.

Unless otherwise stated at checkout, such charges are the responsibility of the customer.

If a shipment is returned due to unpaid customs fees, any costs incurred may be deducted from the refund.

Abuse of Policy

Cleo and Luna London reserves the right to refuse returns, refunds, or service in cases of suspected fraud, repeated abuse of return policies, or misuse of chargeback procedures.

Customers are encouraged to contact us directly before initiating a chargeback so we can work toward a resolution.

Contact Information

For all return-related inquiries:

info@cleolunalondon.com
cleolunalondon.com