2. Return and refund policy
Last updated: Today
At Luno Antwerp, we want you to be able to shop with us with peace of mind.
This return and refund policy explains how returns, refunds, and our 30-day money-back guarantee work.
This policy applies to purchases made via Luno-Antwerp.be.
30-day money-back guarantee
We offer a 30-day money-back guarantee.
If you are not satisfied with your order, or if something is not quite right, please contact us within 30 days of receiving your order.
To initiate a return request, you can email us at:
Please include:
- Your full name
- Your order number
- The email address used for the order
- The reason for the return
- Clear photos if the item is damaged, defective, or incorrect
- Any other information that may help us serve you better
Our team will review your request and contact you regarding the next steps.
Approval of returns
Do not send any items back before you have contacted us.
All returns must first be approved by email by Luno Antwerp.
If your return request is approved, you will receive the return instructions and the correct return address from us.
In many cases, returns must be sent directly to our supplier, who may be based in China.
Return shipping costs
For returns due to a change of mind, an incorrect size, or because an item is no longer desired, the return costs are the responsibility of the customer.
If the approved return address is at our supplier in China, the customer is responsible for arranging and paying for the return shipment to that address.
We recommend using a shipping method with tracking. Luno Antwerp can only confirm or complete a return after the returned package has been received by the supplier or return location.
Tracking required for returns
For an approved return, the customer must provide valid tracking details of the return shipment.
A refund can only be processed after the returned item has been received and confirmed by the supplier or return location.
If a return package is lost in transit and cannot be confirmed as delivered, we may not be able to approve a refund.
Condition of returned items
To be eligible for a return, the item must be:
- Unworn
- Unwashed
- Unused
- In its original condition
- Where possible, provided with the original labels and packaging
Items that show signs of being worn, washed, used, damaged, perfume, stains, makeup traces, or alterations may not be accepted.
Items that may not be eligible for return
Some items may not be eligible for return upon a change of mind, including:
- Gift cards
- Final sale items, if clearly stated
- Personal or hygiene-related items
- Items that have been worn, washed, or used
- Items returned without approval
This does not limit your rights under Belgian consumer law.
Defective, damaged, or incorrect items
If your item is delivered damaged, defective, or incorrect, please contact us as soon as possible via:
Include your order number, a description of the problem, and clear photos of the item and the packaging.
We will assess the problem and work with you to find a suitable solution.
Your rights under Belgian consumer law are not excluded or limited by this policy.
Belgian consumer law
Nothing in this policy limits any rights you have under Belgian consumer law.
If a product does not meet the applicable legal requirements or consumer rights, you may be entitled to repair, replacement, refund, or another suitable remedy under Belgian law.
Processing of refunds
Once your return has been received and approved, we will notify you by email.
If your refund is approved, the amount will be refunded via the original payment method.
Please allow for the processing time of your bank, credit card company, or payment provider.
Exchanges
Depending on the situation and product availability, we may offer an exchange or another solution.
Please contact us at:
We will assess your request and let you know what options are available.
Cancelling orders
If you wish to cancel your order, please contact us as soon as possible via:
If your order has not yet been processed or shipped, we will do our best to cancel it.
If your order has already been processed or shipped, cancellation may no longer be possible.
Contacting us
For questions about returns, refunds, or orders, you can contact us via: