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)

 

代購貨品:

網上自助下單

  • 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。

  • 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

  • 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。

自家品牌 (LUNA PALACE MADE) 產品:

網上自助下單

  • 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天內提出並在2個營業天內透過順豐到付或親身到訪工作室完成更換。

工作室購買

  • 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。

**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。

Luna Palace 保留拒絕為任何客戶提供服務的權利。若顧客以不正當理由要求退換貨，故意損壞商品，或對我們的員工使用不良態度或言語；以及議價行為，很抱歉，我們將無法再次為您提供服務或封鎖。

Return and Exchange Policy in English

For Purchasing Agent’s Products:

Online Self-Service Orders

  • Purchasing agent’s products are specially ordered based on the quantity and size specified in the order. All products cannot be returned or exchanged, regardless of whether the tags have been removed. Please carefully check the selected size and colour before making payment.

  • Purchasing agent’s products refer to all brands other than our in-house brand.

  • If a pre-order product has a specific delivery date, it will be indicated in the product details. Once the order is placed, it is considered acceptance of the product's delivery date. No returns, exchanges, or refunds will be provided thereafter.

  • Except for out-of-stock orders, no changes to size, style, or refunds will be accepted for confirmed orders. If any errors are found in the order, please contact customer service for changes within 1 hour.

Studio Purchases

  • Regardless of whether the tags have been removed, no returns or exchanges are allowed. Please carefully check the selected size and colour before making payment.

For In-House Brand (LUNA PALACE MADE) Products:

Online Self-Service Orders

  • For in-house brand (LUNA PALACE MADE) products ordered online, size exchanges are allowed if stock is available. However, no refunds, exchanges for different styles, or colour changes are permitted. As the product quantities are limited and may sell out quickly, please request an exchange within 2 days of receiving the product and complete the exchange within 2 business days via SF Express (paid by the sender) or in person at the studio.

Studio Purchases

  • Regardless of whether the tags have been removed, no returns or exchanges are allowed. Please carefully check the selected size and colour before making payment.

**To maintain the quality of our products, all items will be inspected before shipment. If stains are found during inspection, we will clean the item free of charge before shipping. If serious defects or damages are found during inspection (e.g., severe damage, zipper or button malfunction, large stains, or significant fraying), we will reorder the product or issue a refund. (Minor defects include slight colour differences, very small stains, loose threads from sewing, creases caused during delivery, slight snags, minor asymmetry of stitching, or other personal factors. These will not be treated as defective items.)

Once the product tag is removed, free cleaning or any returns/exchanges are not provided.

If the customer finds stains, please contact customer service to arrange free cleaning. If any quality issues are found, please report them within 2 days.

To ensure efficiency and avoid delays in assisting other customers, inquiries regarding returns or exchanges will not be further addressed.

Luna Palace reserves the right to refuse service to any customer.
We will be unable to provide service again or may block customers who:

  • Request returns or exchanges for unreasonable reasons,

  • Intentionally damage goods,

  • Display poor attitude or use inappropriate language toward our staff,

  • Engage in bargaining behavior.

Thank you for your understanding.

 

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.