Our Policies
Philosophy
At Luna Boston, we have built our business on providing our customers with the best possible service and shopping experience.
As a result, we commit to you that we will always do everything in our power to make your experience as a Luna Boston
customer stand out as superb. Please read below to learn more about specific aspects of our service, and don’t hesitate
to contact us with questions, comments, or suggestions at service@lunaboston.com
or (866) 910-3900.
Online Order Shipping
Luna Boston ships via UPS. Our shipping rates are calculated for each purchase according to UPS's charge
to ship your package. When checking out, you will see the cost to ship your package via any possible UPS option.
This charge is calculated by UPS according to the weight and dimensions of your order, and your zip code.
We do not profit from shipping charges; you are charged exactly what we are charged by UPS.
Please contact us if you prefer that we ship your package through another carrier; we will accommodate your request
wherever possible.
International Orders
We are happy to ship internationally via USPS (our default method) or UPS; however, our website is not currently equipped
to process international orders. To place an international order, please email service@lunaboston.com or call
us at 866-910-3900 or 617-262-3900 with your order information: items to order, billing and shipping addresses,
phone number, and credit card number with expiration date and security code.
For international orders, you are charged exactly what we are charged by the shipper to ship your order.
The customer is also responsible for any customs charges. Please note that all international packages are
reported to customs as “purchases” and valued at the price you pay; we are legally unable to mark orders
as “gift” or to devalue items ordered.
Online Order Fulfillment
Online orders received before 3 PM EST Monday-Friday will be fulfilled and sent via UPS that day.
Orders received after 3 PM EST or on weekend days will be fulfilled the next business day. Although our
website is updated on an ongoing basis, if for any reason we have a problem fulfilling your order,
we will contact you as soon as we recognize an issue. Once your order is shipped, you will receive an
email with your UPS tracking number.
Pre-Orders
We accept pre-orders for some in-demand items. Items available for pre-order will be clearly marked as
so on our site. We provide an expected delivery date for pre-orders; please note that these dates are
approximations that we get from our designers and items may arrive before or after the expected delivery date.
All pre-orders will be charged and shipped as soon as the items are available, even if this is earlier than
projected; please be sure that funds are available for any item that you’ve pre-ordered. Pre-orders are charged
via an automated process; we are unable to contact customers before charging your card for a pre-order.
Should you change your mind about a pre-order, it can always be cancelled anytime before shipment. Please visit
our Customer Service page to cancel a pre-order.
Returns & Exchanges
If, for any reason, you are not completely happy with any purchase, we are glad to accept returns or exchanges of any unworn
items with tags still on, accompanied by a receipt, for 14 days after you have received the item. After 14 days, but within
45 days, we'd be glad to provide you with store credit for returned items; this credit will be for the value of the item at the
time of the return.
We reserve the right to refuse returns under any of the following circumstances. Under these circumstances, the return
will be immediately sent back to the customer and is ineligible for refund:
The returned item shows signs of use or wear
Personal property is found within any pockets or compartments of a handbag
The returned item is improperly packaged by the customer (sent back
without original or other tissue packaging or sent back in a too-small container), leading to damage that renders the item unsellable.
Shoes are returned without their manufacturer's shoebox.
Occasionally, we will offer items for sale at highly reduced prices with a no exchange or return policy.
If a product is a FINAL SALE item, this will always be noted in bold in the product description.
We do not make exceptions to this policy.
Returns & Shipping Costs
To return an item, visit our Manage Order page, where you will be able to process your return and print a prepaid
UPS shipping label. You will not be charged for this return shipping label. When an item is returned, any
applicable standard (ground) shipping charges will also be refunded. Expedited shipping charges and gift
boxing charges are not refundable.
Return Credit
We will refund your credit card the same day we receive your return. If anything will delay your refund,
we will contact you immediately.
In-Store Returns
Since our website and our store are fully integrated, we are happy to accept web returns
at the store if this is most convenient for you.
Exchanges
We understand that online shopping can be tricky! To exchange an item, please visit our Customer Service page,
where you may process your exchange and print a prepaid UPS return label to ship back your original order.
We will pay for ground shipping of one exchange; beyond that, the customer will be responsible for shipping charges.
Resolving Product Defects
Although we only purchase our stock from designers who sell high quality products, please let us know if you
discover a defect in any of our products. Within one year of purchase, we'll be glad to work with you to get a
repair or replacement or arrange an acceptable solution. This guarantee applies to product defects,
not damage from excessive wear.
In-Stock Guarantee
We don't sell things that we don't have in stock. It's that simple. If we ever cannot ship an item to you
immediately due to inventory error or damaged product, we will contact you immediately to arrange a solution.
Private & Secure Shopping
We use the latest in on-line encryption technology and will never share your personal information with a third party.
Additionally, we will only use your information for our own mailing lists if you opt in. We respect your privacy,
and we'll protect it – check out our Privacy Policy to learn more.
Customer Relationships
In order to provide all of our customers with the service that we are
known for, to continue to bring you the best in modern accessories, and
to provide free or reduced shipping and returns, we do reserve the right
to terminate customer relationships should it appear that our products
are consistently unable to satisfy a customer.
While we understand that online shopping can be tricky, we want to make
our products and services available to customers who order with the
intent of keeping satisfactory purchases. The high costs of shipping and
non-refundable merchant fees make it impossible for us to service
customers who buy and return excessively without being satisfied with
their purchases. When the cost to us (in shipping and
merchant fees) of servicing a customer exceeds an amount set at our discretion and the customer
has not been satisfied with any lunaboston.com purchases, we may choose
to terminate the relationship. Note that this only occurs in very
extreme cases where our products are unable to satisfy a customer and an
excessive number of purchases are bought and returned.
This policy is in place to protect our customers and to allow us to
continue to offer the most current product selection, free and reduced
shipping, and the service that Luna Boston is known for. Please contact
us for further details or with any questions on this policy.
Thank you for shopping with Luna Boston! We truly appreciate your business, and we hope that you are happy
with your purchases and our service.
|