Returns & Exchanges

Return and exchange arrangements

Contact support@herlune.shop within 30 calendar days of receiving your order to request a return or exchange. This period is part of our customer service arrangements and does not limit any withdrawal rights, quality protections, or other consumer rights available under applicable law.

For ordinary returns or exchanges, the item must be in good condition, include all accessories, and be accompanied by order information. Necessary unboxing for inspection does not by itself mean that an item is damaged.

For quality issues, shipping damage, incorrect items, or missing items, contact support@herlune.shop with your order information, a description of the issue, and available photos. Customer support will review the details and coordinate the appropriate handling.

How to request help

Email support@herlune.shop with your order information, the reason for the return or exchange, and any relevant photos. Obtain the return address and shipping instructions from customer support before sending anything. Do not send an item to the sender address shown on the parcel. Keep your proof of dispatch.

There is no online return-request form, self-service return-label service, or automatic refund function on this website. Returns and exchanges are coordinated through customer support.

Return shipping and other charges

For returns unrelated to a quality issue, shipping the item back is the customer’s responsibility. The merchant covers reasonable return costs for quality issues, shipping damage, or incorrect items. No separate return processing fee is charged. Applicable law takes precedence where required.

The current checkout does not charge outbound shipping. This policy does not introduce a retrospective deduction for an uncharged shipping cost.

Refunds

After the returned item is received and inspected, customer support will usually arrange the refund within 5 business days. If an item does not need to be returned, the refund will be processed after the refund arrangement is confirmed.

Refunds are preferably made through the original payment method. If that method cannot be used, customer support will coordinate an alternative with the customer. The time for funds to appear is determined by the payment provider. Where applicable law requires an earlier refund, the applicable requirement will apply.

Exchanges

If an exchange is available, contact customer support to confirm the replacement item and availability before sending anything. A replacement is not reserved merely because an exchange has been requested.

Payment and order issues

For a duplicate charge, a payment made after an order deadline, or a payment status that is unclear, contact support@herlune.shop with the order number and payment reference before making another payment.

Customer support hours

Monday to Friday, 09:00–18:00 Asia/Shanghai, excluding public holidays.