Refund policy

At LUCY ON THE MOON, your satisfaction matters to us. If your purchase isn’t quite right, we’re here to help make the return process as simple and straightforward as possible. Please review the following Return & Refund Policy before submitting a return request.

Return Window

We accept eligible returns within 30 days from the date your order is delivered.

To qualify for a return, all items must:

  • Be unworn, unused, and unwashed.
  • Remain in their original condition.
  • Have all original tags attached.
  • Be free from stains, makeup, perfume, odors, pet hair, or other signs of use.
  • Be returned in the original packaging whenever possible.

Items that do not meet these requirements may not be accepted.

Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return:

  • Final Sale items
  • Gift Cards
  • Bodysuits
  • Underwear & Lingerie
  • Swimwear with the hygiene liner removed
  • Earrings
  • Personalized or custom-made products
  • Beauty accessories
  • Items damaged due to misuse or improper care

How to Request a Return

Please contact our Customer Support Team before sending any merchandise back.

Customer Support Email

📧 contact@lucyonthemoon.com

To help us process your request efficiently, please include:

  • Order Number
  • Full Name
  • Email Address
  • Item(s) you would like to return
  • Reason for the return
  • Photos if the item is damaged, defective, or incorrect

Once your request has been reviewed and approved, we will provide the necessary return instructions and the appropriate return address.

Returns sent without prior authorization may not be accepted.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to:

  • An incorrect item shipped by us
  • An item damaged upon arrival
  • A confirmed manufacturing defect

Original shipping charges are non-refundable.

For your protection, we recommend using a shipping service that provides tracking information.

Damaged or Incorrect Items

If your order arrives damaged, defective, or contains an item different from what you ordered, please contact us within 7 days of delivery.

Please provide:

  • Order Number
  • Photos of the product
  • Photos of the shipping package
  • Photos of the shipping label

Our Customer Support Team will review the information and work with you to arrange an appropriate solution.

Refund Process

Once your returned package has been received and inspected, we will notify you of the return status by email.

If your return is approved, the refund will be issued to your original payment method within 5–10 business days.

Please note that your bank or payment provider may require additional time for the refund to appear in your account.

Order Cancellation

Orders may be canceled within 12 hours of being placed.

Once an order has entered processing or has already been shipped, cancellation requests can no longer be accepted.

Additional Information

Please keep the following in mind:

  • All returns require prior approval from our Customer Support Team.
  • Unauthorized returns may be refused.
  • Items showing signs of wear, washing, alteration, or damage after delivery are not eligible for a refund.
  • Please package returned items securely to prevent damage during transit.
  • LUCY ON THE MOON reserves the right to refuse returns that do not comply with this policy.

Return Address

The business address listed on our website is provided for business correspondence only and is not our return warehouse or return address.

Please contact Customer Support before returning any merchandise to receive the correct return address and instructions.

Contact Us

LUCY ON THE MOON

📧 contact@lucyonthemoon.com

Business Address

5944 W Grovers Ave
Glendale, AZ 85308
United States

Business Correspondence Only – Not a Return Address

If you have any questions regarding returns or refunds, please contact contact@lucyonthemoon.com. Our Customer Support Team typically responds within 24–48 business hours.