Purchase support
Exchange and returns
A calm page for the customer: what to do if a product was not right, arrived damaged or there was a mistake in the order.
Updated: 20 May 2026We need the order number, a contact and a short description of the situation.
For cosmetics there are restrictions on opened or used products.
Photos of the packaging and the product help resolve the situation with the carrier quickly.
When to write
When to get in touch
Support helps with exchanges, returns, a damaged shipment, a mistake in what was packed or a duplicate payment.
- The wrong product or the wrong quantity arrived.
- The parcel is damaged, the product has leaked or has a visible defect.
- The order needs to be cancelled before dispatch.
- You need advice on whether a return is possible after delivery.
Terms
Basic return conditions
Cosmetic products carry restrictions for reasons of hygiene and safety. The final rules therefore need to be checked with a lawyer and against the local law of the country of sale.
A return is usually possible for products with no signs of use, with the packaging and labelling intact.
Opened or used cosmetic products may not be accepted for return, except in the case of a defect or a packing error.
It is best to send your enquiry as soon as possible after delivery, so the team can check the details.
The cost of return delivery depends on the reason for the return and the carrier's rules.
Damage
What to do if the parcel is damaged
If the packaging or the product arrived damaged, it is important to record the condition before using the product.
- Take photos of the outer packaging, the waybill, the product and the damaged areas.
- Do not throw the packaging away before support replies.
- Надіслати номер замовлення і фото на lunevaworldteam@gmail.com.
Refund
Refunds
A refund is made once the enquiry is confirmed and the conditions have been checked. How long it takes to arrive depends on the bank, the payment provider and the country.
The exact legal wording, timescales and exceptions need to be inserted after the final legal review.
Contacts
What to write to support
In your message include the order number, email or phone, a short description of the situation, and photos if it concerns damage or a packing error.