If you are not completely satisfied with your order, get in contact with us at the first instance by emailing us at email@example.com or by submitting a ticket here. You can also send us a message through our Facebook or Instagram page at @lunarmelts for a quicker response and we will attempt to rectify the issue as soon as we are notified.
Orders can be cancelled up to 24 hours after the order has been placed – any time after this will need to be returned using the guidance below:
· Customers have up to 14 days (from the date the order was placed) to get in contact with us by the above channels or by filling in our returns form – please have your Order ID handy as a reference.
· In order to be eligible for a refund, the product must be unopened and unused. Lunar Melts accepts no liability for damage caused by the misuse of our products. We will not offer refunds for products which have been damaged or rendered useless as a result of misuse.
· If your order hasn’t arrived within 10 working days (not including weekends/bank holidays), get in contact with us and we will sort it for you – we may need to send a replacement order which may take a few days longer.
· If you have changed your mind, get in contact with us to return your item. We will only refund the item once it has been returned and inspected and we do not take responsibility if the item is lost in transit whilst being returned.
· Due to hygiene reasons, we cannot accept returns of any of our bath and body products. We will only replace or refund these items if there has been a manufacturing fault, or the incorrect scent has been sent out.
· We pride ourselves on being meticulous with our packaging but sometimes couriers aren’t the nicest with parcels and your products may arrive broken. If this happens, get in contact with us straightaway (with pictures) and we will arrange a replacement for you at no cost.
· At the moment we do not offer refunds for items which were on sale or if the reason given is because you didn’t like the scent (as this would require you to have opened the product and the product becomes used as a result).
· Customised items or items made to order will be ineligible for a refund unless there was a manufacturing fault (such as incorrect spelling) or if the product has arrived broken.
Lunar Melts reserves the right to change or amend the above policies without notification or notice. It is your responsibility to check our policies for any changes.
Last updated 13th May 2022.