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Returns & Exchanges
RETURN POLICY
General Information
Our dedicated craftsmen aim for consistency, yet the handmade process introduces subtle differences. Embrace the uniqueness of each piece, as it adds a special touch to every creation.
Return window: Within 14 days of delivery
Condition: Unworn and in original condition with tags attached
Packaging: Please reuse original packaging if possible
Return shipping costs: Customer's responsibility
CHRISTMAS RETURN POLICY:
All orders placed in December can be returned until January 31st.
Please note: Our online returns policy may differ from our in-store policy. For specific details on our in-store return policy, including eligibility, timelines, and procedures, please visit your nearest store or contact our team via WhatsApp: +628998445499
Exclusions
• Clearance items and accessories (excluding beach sarongs,scrunchies, and tote bags) are final sale and not eligible for return or exchange
• Intimates (excluding bras) are not returnable for hygiene reasons
• Swimwear bottoms without the hygiene sticker attached will not be accepted
• These exclusions are in place to ensure fairness and maintain hygiene standards for all our customers
For sizing assistance, please contact our customer service team before placing your order. We're here to help you find the perfect fit!
RETURNS PROCESS
Australian Returns
Use our Australia Post Portal here for fast and easy returns:
• Flat rate shipping cost: $10.95 AUD
• Generate and print a shipping label through our portal
• If you don't have a printer, present the QR code at any Australia Post office
• Track your return through the Australia Post website using the provided tracking number
International Returns
Use our DHL Returns Portal here for easy international returns:
• Flat rate shipping cost: $35 AUD
• Generate and print a shipping label through our portal
• Schedule a DHL parcel pickup at your address or drop off at a DHL location
• International returns typically take 5-10 business days to reach us, depending on your location
• If you are located outside of the DHL service area, you will need to arrange for your own courier to return the garments to us. Please note that you are responsible for all return shipping costs associated with using an alternative courier.
Faulty Garments
Our products are carefully crafted by hand. However, mistakes can happen. If you receive a faulty item:
• Contact Customer Service immediately with your order number and clear images of the damage/defect
• We offer a 5-week warranty on manufacturing defects, effective from the delivery date
• Our team will assess the issue and provide a solution, which may include replacement or reimbursement
• Issues after 5 weeks are considered general wear and tear or improper care
• We reserve the right to request return of the faulty item for inspection before processing a refund or replacement
Refund Processing
• Processing time: Up to 5 business days after return arrival at our warehouse
• Refund method: Original payment method used for purchase
• Store credit/gift card refunds:
- Full purchase: Refunded to original store credit/gift card
- Partial purchase: Original amount reinstated, remaining refunded to original payment method
• Delivery fees, duties, and taxes paid at the time of purchase are non-refundable
• Customer Service will notify you via email once your refund has been processed
• Please allow 3-5 business days for the refund to appear in your account, depending on your bank
Exchange Processing
• Processing time: Up to 5 business days after return arrival at our warehouse
• Specify desired style, size, and colour via return portal
• Exchanges are subject to stock availability at the time of processing
• We cover outbound shipping on your exchange order
• Additional items added to exchange orders will incur standard shipping fees
• If your desired exchange item is out of stock, we'll contact you to offer alternatives or process a store credit or refund
Ownership and Liability
• Ownership of your order transfers to you upon delivery
• You are responsible for returned items until they arrive back at our warehouse
• Indigo Luna is not liable for lost returns or items damaged during the return shipping process
• We reserve the right to refuse returns based on item condition or if return policy terms are not met
Care Instructions
We're committed to creating long-lasting, quality garments. We will not accept returns for improperly cared for items.
To ensure the longevity of your Indigo Luna pieces:
• Please read the care instructions provided with each product carefully
• Follow washing, drying, and storage recommendations to maintain the quality of your items
• If you're unsure about care instructions, please contact our customer service team for guidance
For any questions or concerns about our return policy, please don't hesitate to reach out to our lovely customer service team at hello@indigoluna.store
