Replacement of Items

Fashion House Luna is fully committed to making products of exceptional quality. However, if it happens that you are unhappy with some of our products, you have the right to replace it.

After you have ordered one of our items on the website of Luna Fashion House that you found non-suitable after receiving, in terms of size or any other attribute, please contact us immediately.

The replacement procedure is extremely simple: send us a filled-in item replacement form to the email address webshop@fashion-luna.com.

1. We will confirm you’re the receipt thereof and we will send you further instructions for replacement of the item.
2. Your request for replacement of the product will be processed as soon as possible, and we will notify you of the outcome in writing (the email address from which the product replacement form was received).
3. After you have provided us with your consent for the proposed solution, we will approach a quick and efficient solution to your request for replacement.

You can replace the item that you bought and want to return it with the same item in a different size or colour / colour combination, you can replace it for another item of the same, lesser or higher price category at the appropriate charge if the new desired product in the higher price category or with a refund of part of the money if it is in a lower price category.

If you want to replace the item you have received only for the same item in other size, you can do this in the nearest Luna retail store (* applies exclusively and only to the territory of the Republic of Serbia). For countries of delivery outside the territory of the Republic of Serbia, as well as all other types of replacement, please comply with the procedures defined above. In case you still have any questions after reading the procedure regarding the replacement of your item, feel free to contact our operator.

The basic precondition for replacing the originally purchased item is that it is correct, not worn, with all the associated tags / declarations of the Luna Fashion House. The item cannot be changed if it is worn or missing a declaration or is damaged by another type of inadequate use.

In the event that the item you wish to replace for the same in other size is the last in our stock, our operator will provide you with a proposal for possible options in the written form: replacement for the same model in other colour if we have it in the desired size, replacement for another item of the same, lower or higher price category. Alternatively, if we have in stock the material / materials from which your item was made, we will gladly offer you an option in which we will sew the item in your desired size.

If you want to replace your product for reasons of non-conformity or if it is clearly visible on the product that it has a defect and the that defect was not incurred by improper use, i.e, handling in accordance with the stated in the accompanying declaration, please be familiar with our simple complaint procedure. If you are interested in your legally guaranteed rights in the complaint procedure you can read them here. In case you have any additional questions, you can contact us in writing to our email address webshop@fashion-luna.com or on Viber by calling +381 64 896 72 80.

Replacement Deadline

The deadline for replacing of the item is 14 days from the moment of submitting the request by the buyer, and after the receipt of the product.

Shipping Costs                                          

The cost of replacement of goods (return of the initially purchased product, delivery of the new product) is borne by the buyer, except in cases where the buyer receives a defective or wrong item when the Luna Fashion House, as the producer, is bearing the cost of the transport (return of the initially purchased product, delivery of the new replacement product).

If you have made a mistake when purchasing or have changed your mind in the meantime, both in terms of pattern or any other attribute, you can return the purchased products or replace them for another item. The cost of return of the originally purchased product you wish to return or replace will be paid by you according to the courier service price list (pricelists: Daily Express for the territory of the Republic of Serbia, DHL for the worldwide) or any local postal operators you choose. Please, if you order our products for delivery outside the border of the Republic of Serbia, you have to bear in mind that with each delivery, besides transport costs, you have additional local costs (customs, taxes, banking fees, etc.). For these reasons, all valued customers who want to order our products for the first time or want to have delivery beyond the borders of the Republic of Serbia are suggested to consult on all our product details in advance with our operator in order to minimize any errors in the choice of model, size, design.

When delivering a new (replacement) product, the customer in the territory of the Republic of Serbia pays the amount of postage in accordance with the Daily Express courier service pricelist, which you can download here.

When delivering a new (replacement) product to a customer outside the borders of the Republic of Serbia, Luna Fashion House pays the amount of transport costs.

Important: When ordering, by clicking the Confirm button, you agree to the conditions of the replacement of the product size and replacement of the item for the other.

Note: If you are unable to fill in the online form, please fill out all the information from the form in writing and submit it with the required attachment of the invoice / delivery note to the Fashion House Luna, Baje Sekulica bb, 12000 Požarevac.

If you have any objections, complaints, claims or similar, you can always contact us at webshop@fashion-luna.com or by mail at the Fashion House Luna, Baje Sekulica bb, 12000 Požarevac.