La Lune Art Collectible Policy

Applicable to: Limited Art Collectibles such as the Spirit Bag, Sense Bag and future edition pieces.

At La Lune, every art piece is a fusion of craftsmanship and creative vision. Each collectible is handmade in limited editions and designed as an art piece rather than an everyday-use accessory.

Because of the artisanal nature of our work, minor variations may occur. These subtle differences are not imperfections but reflections of the individuality of each piece.

That said, La Lune takes pride in the quality and integrity of our creations. This policy outlines how we care for our collectors, protect the value of our art pieces, and handle repair or return requests fairly and responsibly.

Product Tag & Unboxing Verification Requirement

All La Lune Art Collectibles are affixed with an official La Lune tag at the time of factory release. This tag remains attached to the product from shipment and serves as an essential verification element for authenticity and warranty eligibility.

• Items are only eligible for warranty, return, or repair if the original La Lune tag is intact and attached to the product.
• Products with removed, altered, damaged, or missing tags will not be considered valid for warranty or return requests under this policy.

 

 

Mandatory Unboxing Video

To ensure transparency and protect both collectors and La Lune, customers are required to record a clear, continuous unboxing video at the time of receiving their product.

The unboxing video must:

• Clearly show the unopened package
• Capture the full unboxing process
• Display the condition of the product upon first opening
   
• Clearly show that the official La Lune tag is intact and attached

Requests for warranty, return, or repair without a valid unboxing video and intact tag will not be considered legitimate and may be declined.

This requirement helps La Lune fairly assess claims related to delivery condition, manufacturing issues, and authenticity while preserving the integrity and collectible value of each art piece.

 

1. Overview

Every La Lune Art Collectible is a limited-edition creation made with artistic precision and handcrafting. As each piece is treated as a work of art, natural variations may occur.

This Art Collectible Policy outlines how La Lune supports collectors when issues arise and how to properly request evaluation, return, or repair for your collectible piece.

2. What We Cover

We take full responsibility for manufacturing or craftsmanship issues, such as:

• Detached decorative parts or hardware
• Structural or assembly defects
• Noticeable imperfections or discolorations present upon delivery

Coverage applies within a (30-days) period from the delivery date.

 

3. What’s Not Covered

The following are not considered craftsmanship defects and are not covered under this policy:

• Damage caused by accident, impact, misuse, or improper care
• Natural wear, oxidation, or patina development over time
• Alterations or repairs by non–La Lune service providers
• Items purchased from unauthorized resellers or secondary marketplaces

If a piece has damage that falls outside this coverage, collectors may still request a paid repair service, subject to material availability and feasibility. 

4. How to Submit a Request

To request a return, repair, or evaluation:

1. Direct us via our email [email protected]   or our website https://shop.laluneofficial.com/contact/
   Complete all required fields:
   • Order Number
   • Full Name
   • Email Address
   • Short description of the issue
   • Upload proof (photos and/or videos)
2. Our team will respond within 7 business days with instructions and next steps.

 

5. Packaging for Returns

Collectors must send items back in their original packaging materials — including foam inserts, dust bags, and protective wraps — to ensure safe transit and evaluation.
La Lune may not be able to accept items returned without appropriate packaging protection.

6. Return Shipping Costs

• For approved requests within 15 days of receipt, return shipping costs will be covered by La Lune.
• For requests made after 15 days, customers are responsible for shipping costs unless otherwise approved by our team.

7. Eligibility

This policy applies only to art collectibles purchased through:

• La Lune’s official website: https://laluneofficial.com/

Products purchased through unauthorized channels are not eligible for return or repair under this policy. 

8. Evaluation & Resolution

After inspection, La Lune will determine the best resolution based on the nature of the issue:

• Repair of the item (at no cost if within coverage), or
• Replacement with an identical or equivalent piece (if available), or
• Partial refund if repair/replacement is not possible.

If the issue is outside of coverage, La Lune will offer a paid repair estimate for collector consideration.

 

9. Responsibility & Philosophy

Every La Lune creation carries the spirit of the brand — experimental, bold, and human. We stand behind our artistry and believe in a fair, transparent relationship with our collectors.  This policy ensures that true craftsmanship issues are addressed with care while preserving the collectible and artistic essence of every piece.

La Lune acknowledges full responsibility for the craftsmanship of its creations. While we collaborate with trusted artisans and production partners, all final accountability for quality and customer satisfaction rests with La Lune.

10. Contact

For assistance, please reach out to:
📩 [email protected]
🌐 https://shop.laluneofficial.com/contact/ 

 

 

LALUNE POLICY

Applicable to: All other products

For inquiries of all orders and returns, please contact customer service asap before making changes on PayPal to ensure the least complicated/fastest solution.

via [email protected]

—

IMPORTANT NOTICE Please provide photos for proof in your return/refund inquiry so we can assist you with utmost care. This is compulsory for every inquiry, and we won’t resolve cases without providing photos/videos. 

Only faulty/wrong items purchased on laluneofficial.com are eligible for return within 5 days after customers receive the package. Our customer care must be notified of any delivery discrepancies within 3 days of this order’s arrival.

We do not accept refund/return requests for unfit items. Please check the size guide carefully as well as consult with our customer service team before purchasing. Customers may also prevent this by consulting with us to avoid any confusion/misunderstanding.

All returns that are shipped back within the 18—day time period will be refunded to you by the original form of payment excluding your shipping fee & PayPal fee. When the complete order is returned, the order will be assessed, and if passed the requirements, a refund will be processed within 7 days.

Defect products will be returned/refunded under these conditions:

• Each item can only be returned/refunded one time.
• The deadline to apply for the return/refund process is within 5 days from the date of receiving the shipment. 
• The items must remain intact after unboxing (ie: lightly worn, with tags still on, original conditions)
• Items belonging to promotion programs are ineligible for the refund/return process.
• Only shoes/boots items tried on soft surfaces (to avoid damaging shoes outsole) are eligible to apply for the return/refund process.

We are not responsible for damaged products due to delivery. You may return the item to the following address by any transport service providing us with the item’s tracking number. If we are unable to receive the tracking number by any circumstances, we have the right to cancel the ongoing refund/exchange/returns request.

 

We will cancel any refund/exchange/returns request if the processing time lasts more than 30 days.

Note: shipping fees will not be included in the refund process.

REFUND INSTRUCTIONS

1. Please DO NOT send the package under COMMERCIAL GOOD and choose the Gift/souvenir category to avoid customs tax. If any chances the customers do not follow this instruction and a customs fee is required, we will subtract this amount in the refund money to cover the fee.
2. Please include ALL shipping information and contact number as any missing information will result in unsuccessful delivery and the package might be returned to the original destination. 
3. Please send us the tracking number so we can follow up with the shipment. 
4. In case the shipment is lost in transit, Lalune does not take any responsibility for tracking and finding the package. Customers must take full responsibility for contacting the courier/custom and finding the shipment. No refund will be made until we successfully receive the package.