At LUNELLE HOUSE, every piece is produced intentionally under our made-to-order model. This approach allows us to reduce overproduction, minimize textile waste, and lower our overall environmental impact. Because each item is prepared specifically for you once an order is placed, the following policies apply.

Order Changes & Cancellations

Orders may be modified or canceled within 12 hours of purchase only. After this 12-hour window, orders enter active production and allocation processes and therefore cannot be canceled or refunded.

100% Satisfaction Guarantee

We stand behind the quality of our products. If your item arrives:

• damaged during transit
• defective in material or craftsmanship
• or materially incorrect (such as receiving the wrong item or wrong size than what was ordered)

we will provide a replacement or full refund upon verification.

To qualify, you must contact us within 48 hours of delivery and provide clear photographic evidence so our team can review and resolve the issue promptly.

Returns

At Elorien, all items are produced under our made-to-order model, meaning each piece is prepared specifically for you after your order is placed. Because of this, we do not accept returns for:

• change-of-mind purchases
• incorrect size selection by the customer
• personal preference (including fit, feel, or style expectations)

Returns are only accepted if the item meets the criteria outlined in our 100% Satisfaction Guarantee above.

Non-Returnable Situations

Due to our made-to-order and promotional collection structure, we do not accept returns or issue refunds for:

• delays that fall within our stated shipping timeframes
• items not returned in original condition
• items without prior approval
• items purchased during promotional releases once processing has begun

Refund Processing

Refunds are issued only after verification and approval. If approved, refunds will be processed to the original payment method within 10 business days.

Please note that your bank or card provider may require additional time to post the transaction. If more than 15 business days have passed since approval, please contact us at support@lunellehouse.com.