LUNA LINGERIE SET

SHIPPING

*Brazilian & Chilean Customers please add your CPF number (Brazil) or RUT number (Chile) to your orders 

DELIVERY TIME

Total delivery time includes order processing time + shipping time.

Average order processing time is 2-5 business days (weekends are not included). Please allow 2-5 business days before your order ships and a tracking number is generated.

Shipping time will be approximately 6-12 days on average for most products. Occasionally and for some countries, this can be 2-4 days longer due to customs procedures, unexpected delays in the logistics chain, longer than usual transfer times between international and local carriers or during Holiday season. 

As we work with different international and local manufacturers across the world, depending on the items you ordered your items may arrive in separate packages on different dates.

RATES

lorettalace.com has one checkout process and offers STANDARD SHIPPING for all items. Current shipping rate is $6.99 for US and $8.99 for the rest of the world.

*CHANGE OF ADDRESS FOR AN ORDER: Any address change must be emailed to us within 12 hours of the time the original order is placed. We do not accept any responsibility or liability for any address change notified to us beyond that time frame. In most cases we'll do our best to update the address even if it was notified to us beyond the 12 hours time frame, however we may not be able to do so if the order has already been shipped to the original address of the order, in which case it will be the responsibility of the customer.

E-mails sent by customer may sometimes end up in our spam folder. If a change of address request has been emailed to us within the 12-hour period and we've skipped it due that e-mail ending up in the spam folder, it will be our responsibility to ensure that the customer receives the ordered item(s) at the new address.

ORDER CANCELLATION

Orders can only be cancelled within the first 24 hours. We don't cancel orders after that period. If you change your mind after the purchase, you need to receive the item(s) first and then follow the normal return procedure.

*IF YOU REFUSE DELIVERY YOU WILL NOT BE ENTITLED TO REFUND PLEASE READ BELOW

IMPORTANT : If you decide to return the item you purchased before you receive it, please DO NOT refuse delivery, otherwise the delivery company will have to send the item back to our supplier overseas in which case the higher return delivery charge and all applicable customs charges will be the responsibility of the customer. INSTEAD, please first accept the item, then we'll start the normal return procedure. Please e-mail us directly in case you decide not to have the item and we'll guide you through the process. 

WRONG ADDRESS 

If item(s) cannot be delivered due to customer's fault such as wrong address, the customer will not be entitled to refund. 

If the item(s) cannot be delivered due to wrong address entered by us during order fulfillment, the customer will not be entitled to refund. Instead the same item(s) in the order will be re-sent to the customer for free and Loretta Lace will issue a $40 store credit to the customer. 

ITEM LOST AFTER DELIVERY

Our responsibility ends where the ordered item reaches your mailbox or other safe location as indicated by tracking info. When tracking page shows 'delivered' the package is deemed to be officially delivered. The customer is required to search for the package after it is delivered. It is not our responsibility to help the customer find the package at their address. 

If the item is lost after being officially delivered, we are not required to give you a refund or or send you a new one for free.

ITEM LOST DURING SHIPMENT

In rare cases, items maybe lost during transfer from international carriers to local ones due to sorting errors or similar. As this is neither customer's nor our fault we will send you a new one of the same lost item in the order for free. However, the customer will not be entitled to refund.

CUSTOMS-IMPORT DUTIES & TAXES

Your order may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. Any VAT, Customs-Import Duties and/or taxes are the responsibility of the buyer.

Loretta Lace ships your package DDU, “duties and taxes unpaid”, and does not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs. By law, the package cannot be returned to us unless the client pays duties and taxes.

For more information regarding your country’s custom policies, please contact your local customs office.

RETURNS (PLEASE READ CAREFULLY)

RETURNS FOR UK, EU, AUS-NZ & CAN

We have local offices in these regions to return your items, so don't worry about returning them in case you're not happy with your purchase.

RETURN POLICY 

If you're not happy with the product(s) you bought from us you can always return it.

Products to be returned must have their original tags on them. Items with removed tags, removed hygiene stickers or signs of wear will NOT be accepted and will NOT be eligible for refund.

If the product(s) meet the return criteria above, you will be eligible for full refund including shipping (paid by the customer during purchase). Cost of returning the items belongs to the customer. 

Please e-mail us at info@lorettalace.com if you wish to return an item and we'll guide you through the process. 

Returns period

Return period is 7 days. All return/refund requests (including those for defected items) should be sent via e-mail within 7 days of delivery based on tracking information.

This is a reasonable time for you to decide whether or not you like the product or to see if there's a problem with the item ordered. This is a precaution to protect our business from abusive orders where customers use the items and return afterwards.

It starts at the delivery time on the date item is delivered to you, an agent/household or at the mailbox or the first delivery attempt time and date by the shipping company and ends 72 hours after this delivery/delivery attempt. During this time it's enough for you to e-mail us. After the initial e-mail the item(s) should be mailed within 3 days after which return period will expire.

No refund will be made after this period.

EXCHANGES

For returning the product, the return process above is applied. And your new item will be mailed to you immediately after you mail the item to the return location.

Please note that there can be maximum 1 (one) exchange per order.

Processing returned items

Once we receive returned item, our Returns Team will inspect it. All returns must be unworn, unwashed, not damaged with all additional materials (like price tag and protection slip). If our Returns Team will determine a mismatch of these requirements, it may lead to a partial refund or company can refuse it. If price tag or protection slip is missing refund is processed %30 less. In case we find out that merchandise was worn or product is returned in damaged condition company retains the right not to process it.

Taking care of the products

Once you receive your order, you will naturally want to try it on for size. However as long you are still deciding whether to keep it or not, you are responsible for taking care of our goods. Consequently please make sure to not damage the item and all additional materials (like price tag and protection slip).

Payment option for refunds and time for processing

• Refunds can only be issued to your original payment method.
• Returns are processed within 5-14 business days of package receipt.
• All returns must include Order Number that you received in My Account section