Return and Refund Policy

Return & Refund Policy

At lunafirefly, customer satisfaction is a top priority. However, as we offer custom, made-to-order products, our return and refund policy is designed to be fair, clear, and protect both our customers and our business.

Eligibility for Return

We offer a 30-day return window from the date you receive your item. To be eligible, your item must meet the following conditions:

  • In original condition: unworn, unused, with tags, and in its original packaging.

  • Accompanied by proof of purchase or order confirmation email.

  • Not a custom or personalized item (see Exceptions below).

To start a return, please contact us at support@lunafirefly.com. If your request is approved, we’ll provide instructions and a return shipping label. Do not send items back without approval—unauthorized returns will not be processed.

Return address:

6117, 1021 E Lincolnway, Cheyenne, WY, Laramie, US, 82001

Cases Eligible for Refund or Replacement

We will gladly issue a refund or replacement in the following situations:

  • Item lost in transit and tracking has not updated for:

    • 4+ business days (Priority Express – US)

    • 6+ business days (Express – US & EU)

    • 10+ business days (Ground Shipping – US)

    • 14+ business days (Economy – US)

    • 20+ business days (International shipments)

  • Package delivered to the wrong address (must not be due to customer error)

  • Item received is defective, damaged, misprinted, or different from what was ordered (e.g., wrong size/color/design)

  • Item is missing from the shipment

  • Item was clearly returned to sender without fault from recipient (e.g., undeliverable due to carrier error)

⚠️ Note: Detailed photos are required for all product-related issues and must be submitted within 30 days of delivery. We do not allow changes to replacement items once issued.

Non-Refundable Situations

We do not offer refunds or replacements in the following cases:

  • The customer provided an incorrect or incomplete address

  • The recipient was unknown, refused delivery, or the location was vacant

  • The customer contacted the carrier to reroute the package after it left our facility

  • The customer requested changes (e.g., different size, color) after the product was delivered

  • Tracking shows the package was delivered, but the customer claims it wasn’t received (in this case, please contact your local carrier with tracking and GPS details)

  • Force majeure situations (natural disasters, war, pandemic-related disruptions, etc.)

Custom & Personalized Items

Custom-made products—including items with personalized text, names, photos, or designs—cannot be returned or refunded unless they arrive damaged, defective, or significantly different from the approved proof.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the legal right to cancel or return your order within 14 days of receipt for any reason, provided the item is:

  • In its original condition (unworn, unused, tags intact)

  • Returned in its original packaging

  • Accompanied by proof of purchase

This right does not apply to personalized or custom-made items.

Refund Process

Once we receive and inspect your return, we’ll notify you of the refund approval status. If approved:

  • A refund will be issued to your original payment method

  • Please allow up to 10 business days for the refund to appear on your statement (processing times vary by bank)

  • If you haven’t received your refund after 15 business days, please contact us at support@lunafirefly.com

How to Contact Us

📧 Email: support@lunafirefly.com
🕘 Hours: Monday – Friday, 9 AM – 5 PM (EST)

We reserve the right to deny a refund or replacement if your claim falls outside of the terms above or lacks sufficient evidence.