Refund policy
We offer a hassle-free 30 day return policy from the date you receive your order; within 15 days for refund on original payment method or thereafter up to 30 days for store credit on unworn items.
Items must be returned/ received within the 15 day window (date from either in-store receipt date or delivery date if online) to qualify for original payment method.
Items must be returned/ received within the 16-30 day window (date from either in-store receipt date or delivery date if online) to qualify for store credit/ exchange.
Holiday collection pieces are non-refundable after the holiday has passed unless items are purchased within 1 day of the holiday. These are then eligible for store credit/ exchange only within 15 days of the holiday.
Please email (Stellalunaraine@gmail.com) or message us via social media/ store chat as soon as you know you’d like to return so we can start the return process in a timely manner for you!
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused & with tags (if applicable). You’ll also need the purchase order included.
We offer 3 easy methods to start a return:
1. If your order requires shipping and you prefer the refund back to original payment method — we can send a pre-paid label and deduct from your return.
2. If your order requires shipping but you’d prefer store credit—we send a complimentary pre-paid label.
3. If your order requires shipping & you’d like to ship yourself —we will provide the return address.
Any local orders or in-store purchases can be dropped off to the loft boutique for a return for either store credit or original payment method.
*Please note any customer paid shipping (i.e express) is not refundable.*
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We do quality control on every single item, however we know that issues may arise after the 30 day return window especially on delicate items such as jewelry; so in any event that the quality of an item is not up to par, please contact us immediately.
Exceptions / Non-returnable items/ Promotions
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Items purchased on sale, promotional price, holiday collection or discount codes are eligible for exchange or store credit only.
Unfortunately, we cannot accept returns on gift cards. Items purchased with gift cards are eligible for exchange or store credit within 15 days of purchase.
International Orders
Due to shipping costs and customs processing, all international orders are final sale and are not eligible for refunds, returns, exchanges, or store credit. Please review all item details carefully before purchasing.
Stellalune Raine is not responsible for customs fees, duties, taxes, or carrier delays on international shipments.
Exchanges
Please email us right away if you would like to exchange your item for a different size, color or style. Since our items sell out quickly, if the size or color wanted is not in stock or available to order; we will gladly offer a return or store credit.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll automatically be refunded on your original payment method. Please remember it may take some time for your bank or credit card company to process and post the refund as well.
Price Match Adjustment
If an item you have recently purchased either goes on sale or has a valid promo code within 7 days from order date; you may receive the difference in store credit. Exact style, color and size must be in stock to be eligible. Please email with screenshot of item and new price and your order number.
Contact Us
You can always contact us by emailing stellalunaraine@gmail.com. Please address the correct subject title; i.e "Return, Exchange, Damage, Concern, Feedback" to ensure that we make it the utmost priority!