Return & Refund Policy
Last updated: July 2026
At Lune Floue, we are committed to your satisfaction. Our bags are carefully sourced and quality-checked. If something is not right, we are here to help.
1. Return Period & Method
- Return Window: You have 30 calendar days from the date you receive your order to initiate a return.
- Return Method: All returns must be processed by mail.
2. Important: Return Location
Lune Floue is a registered company in the Netherlands that serves customers in the United States. We operate using a Direct-to-Consumer model, meaning our inventory is held at our logistics partners in Asia.
All returns must be shipped directly to our central distribution facility at the following address:
Liaobu town; Jinfu 2 road, no.49; Building 9; 4 floor; Elevator 1nd th, Dongguan, Guangdong, 523000, China
⚠️ DO NOT send returns to our administrative office in Heerlen, Netherlands. Our Dutch address is for corporate administration only. Packages sent there cannot be processed, forwarded, or refunded.
3. Return Shipping Costs & Fees
- Restocking Fee: We do not charge any restocking fees.
- Defective, Damaged, or Incorrect Items: We take full responsibility. If your item is defective or incorrect, contact us immediately at care@lunefloue.com with photos. We will provide a full refund or free replacement — no return shipping required from you.
- Change of Mind (Size, Color, Preference): You may return your order within 30 days. The return shipping cost is the responsibility of the customer. As the return address is in China, international shipping rates apply. We recommend checking rates with tracked carriers (e.g., USPS, UPS, or FedEx) before initiating a return.
4. Conditions for Returns
To be eligible for a return, the following must apply:
- The item must be in new condition: unused, unassembled (where applicable), and in its original packaging.
- All original accessories, components, and tags must be intact.
- Items showing signs of use, damage, stains, modification, or missing parts cannot be accepted.
5. Step-by-Step Return Process
Step 1 — Contact Us
Send an email to care@lunefloue.com with your order number and the reason for your return. Please attach photos if the item is damaged or incorrect.
Step 2 — Receive Return Authorization
Our customer service team will review your request within 24 hours (Mon–Fri) and provide you with a Return Authorization number to include in your package.
Step 3 — Ship & Track
Pack the item securely and use a tracked shipping method to our return address in China listed above. Share the tracking number with us via email. We are not responsible for lost packages sent without tracking.
6. Refund Processing
Once we receive and inspect your return at our distribution center:
- You will be notified by email of approval or rejection of your refund.
- Approved refunds will be processed within 7 business days of inspection.
- The credit will be applied to your original payment method. Depending on your bank, it may take a few additional days to appear.
7. Exchanges
Would you prefer a different item, size, or color? Contact us at care@lunefloue.com within 30 days. For preference-based exchanges, you will need to return the original item to our distribution center in China (at your own shipping cost) before the replacement is dispatched.
8. Non-Returnable Items
For hygiene and product integrity reasons, the following items cannot be returned:
- Items that have been assembled, altered, or installed
- Customized or personalized products
Contact Details
Email: care@lunefloue.com
Phone: +1 (585) 252-0616
Hours: Monday – Friday, 9:00 AM – 5:00 PM (UTC+1, Netherlands time)
Response time: Within 24 hours
Store Name: Lune Floue
Operated by: Moureau Marketing Solutions
Registered Address: Zeishof 25, 6418 JK Heerlen, Limburg, Netherlands (administrative office only — no returns)
Business Number: 97175498
VAT-No: NL005255607B11