Exchange/ Refund/ Return Policy & Laundry Service
清洗服務及退換政策 Laundry Service & Exchange / Refund / Return Policy
(於2023年3月3日由圖片更改成文字，政策與之前相同)
退換政策
- 代購貨品依照訂單數量及尺碼特別訂購，由即日起代購品牌貨品無論吊牌是否經已拆除一概不設退換，請在付款前檢查清楚所選尺寸及顏色。
- 代購貨品指並非本店自家品牌的所有其他品牌
- 經網上自助下單的自家品牌 (LUNA PALACE MADE) 產品尺碼有剩餘貨量的時候可換 尺碼， 但不設退款或 換款／ 顏色，由於貨品數量有限及會在短時間內售罄，請在收到貨品後2天內提出。
- 預購貨品若有特別的出貨日期，將會在產品詳情標明，一旦下單將視作接受該產品的出貨日期。不設其後退換及退款。
- 除缺貨訂單，已下單訂單不設退換款或更改尺寸， 如發現訂單錯誤，請在1小時內向客服提出更改。
- 工作室購買的所有貨品不設退換。
- 為保持本店貨品質素，在所有貨品寄出前將會進行檢查。如在檢查時發現污漬，本店免費進行清洗後寄出； 如在檢查時發現貨品破損或出現瑕疵，將會重新訂購或退款。 （瑕疵指破損嚴重，拉鍊鈕扣損壞，大片污跡， 嚴重脫線）。 因此，貨品若出現與顧客預期不同、 顧客購買錯誤顏色或錯誤尺寸 等買方因素，輕微色差、 極輕微污點、 縫製出現之線頭、運送過程中導致的壓痕，輕微勾線，縫製車線輕微不對稱，或其他個人因素， 恕均無法列為瑕疵品處理。
- 貨品吊牌一經拆除，不設免費清洗及任何退換。
- 如顧客在檢查時發現污漬，請與客服聯絡安排免費清洗。如發現任何品質問題，請在2天內提出。
- 為保持服務速度避免耽誤其他顧客查詢，所有有關退換之問題不再作回覆。
- Purchasing Agent orders are made according to the order quantity and size specially, no return, refund or exchange of Purchasing Agent's products, regardless of whether the tag has been removed. Please double-check the size and colour of your option before making a payment.
- Purchasing agent's product refer to all other brands that are not our own brands (LUNA PALACE MADE).
- For the LUNA PALACE MADE products which ordered via online store, the size of our brand (LUNA PALACE MADE) products can be changed when there is an excess of products, but there is no refund/ exchange design or colour. However, due to the limited quantity of products that will be sold out quickly, please inform our customer service within 2 days after the delivery.
- If the pre-ordered product has a special delivery date, it will be indicated in the product details. Once the order is placed, it will be deemed to accept the delivery date of the product. Subsequent exchanges and refunds are not accepted.
- Except from out-of-stock order, the placed order does not eligible for a refund, payment, or size change. If you find any error in your order, please inform customer service within 1 hour.
- For all in-store purchases are non-exchangeable and non-refundable.
- All items will be checked before shipping to ensure the quality. If stains are discovered during the checking, it will be cleaned and returned at no cost; if damaged items are discovered during the checking, item will be reordered or refunded. (Defects refer to serious damage, damaged zipper or buttons, large area of stain, and thread). Therefore, if the product is different from the customer's expectations, the customer purchases the wrong colour or the wrong size and other factors from buyer, slightly colour difference, very slight stain, thread ends that appear during sewing, indentations caused during transportation, slightly hooking, and slightly irregularities in sewing lines symmetry, or other personal factors, cannot be classified as defective products.
- Once the product tag is removed, there will be no free cleaning and no return or exchange.
- Customers are advised to carefully select the size and colour when ordering and to check the products once they have received them. Customers who find stains during checking should contact customer service to arrange for free cleaning. If you find a quality issue, please report it within 2 days after the delivery.
- In order to maintain the service speed and avoid delaying other customer inquiries, all questions about returns and exchanges will not be answered.
清洗服務
為配合退換政策，本店新增清洗服務。在本店購買的貨品在吊牌拆除後/ 穿著過後，可以以優惠價HKD 80 （不承擔運費） 進行深層清潔。 本店使用高級洗衣液及清潔用品以保障貨品品質及布料。可清洗污跡包括食物殘漬、 筆漬等等（個人衛生原因不包括清洗血漬）。*部份污跡未必能完全清除， 視乎污漬本身。
In order to cooperate with the return and exchange policy, our store has added a cleaning service. Products purchased in our store can be deep cleaned at a discounted price of HKD 80 (no shipping fee) after the tag is removed/after wearing. Our store uses high-grade laundry detergent and cleaning supplies to ensure the quality of the goods and fabrics. Cleanable stains include food stains, pen stains, etc. (personal hygiene reasons do not include cleaning blood stains). *Depending on the stain itself, some stains may not be completely removed.