General Terms
Lisaluna Home Decor reserves the right to update and republish these terms as necessary. You are deemed to have accepted these terms if you purchase our products.
Order Cancellation
Before an order is shipped, you have the right to request cancellation via CONTACT US and we will process your request within 3 business days. If your order has already shipped, we have 10 business days to issue a refund.
Likewise, if we cannot fulfill your order within the standard order-processing time (e.g., if a product is out of stock for an extended period), we have the right to cancel and refund the order.
Returns, Refunds, & Redelivery
You must submit a Return & Refund request within 15 business days of the delivery date. After that date, Lisaluna Home Decor reserves the right to refuse your request.
Once a return request is approved, we will offer you a return label within 3 business days. Once tracking indicates that the return is in transit, we will either refund the order within 3 business days or reship replacement product(s) within 5 business days, according to your preference.
GOODS RETURNED IN TRANSIT
If a package is returned to Lisaluna Home Decor during transit for any reason, we will refund the order within 3 business days of your request OR reship within 5 business days.
DAMAGED GOODS
Lisaluna Home Decor offers a full refund or replacement if products arrive badly damaged. For fragile products, a refund (vs. reshipment) is recommended. If you receive damaged goods, you must include satisfactory evidence of the damage (e.g., photos or video) with your request within 15 business days of delivery. If a package was destroyed in transit, please provide photo evidence and a screenshot of the destroyed package from the tracking website.
DEFECTIVE GOODS
If you detect a problem with one of our products upon receipt (e.g., quality issues, items significantly not as described, etc.), your request should include valid photo or video proof showing the problem clearly. If goods must be returned, we will provide a prepaid label within 3 business days and refund the order once tracking shows the return as “in transit.” If you request redelivery, we will reship the item within 5 business days. We reserve the right to refund the order if items are out of stock.
INCORRECT OR MISSING PRODUCTS
For incorrect products, please submit a request for a full refund or replacement.
For products that are the wrong color or size, please provide a screenshot of your complaint (including name, date, and content) and we will re. For size issues, please provide a photo of the product measurements for comparison to the product description.
For any missing parts or accessories that do not affect product function, we may issue a partial refund or reship the missing part. When the missing part affects product function, we will reship the complete product.
DELAYED ORDERS
Orders lacking tracking information or marked “in transit” or “pending” 60 days after departing our warehouse, will be considered delayed. In some cases, other agencies may be better suited to help you. For example, if a package is delayed due to insufficient address or delivery to a self-pick-up station, you should contact that post office or shipping agent.
ORDERS NOT RECEIVED
If tracking shows that an item has been delivered but the customer claims to have never received it, we will attempt to track down the package. This could be a lengthy process (e.g., 1-2 months) and there is no guarantee it will be found. If you never receive a package, please obtain a non-delivery certification with an official seal, issued by your local post office.
The tracking website may indicate an “Alert” for these reasons:
If you see such an alert, please contact the shipping agent (e.g., USPS or UPS) as soon as possible to enable delivery. Local distributors will attempt delivery 1-3 times. If a package cannot be delivered during this period, it will be returned to the local post office for temporary storage. Please claim all packages before they are returned to our warehouse.
UNACCEPTABLE RETURN/RESHIPMENT REQUESTS
Lisaluna Home Decor shall not accept requests for return/reshipment for the following reasons:
Miscellaneous Logistics Issues
INVALID TRACKING INFORMATION
If we determine that a tracking number is incorrect but fail to provide a correct tracking number within 3 business days, we will refund the order.
EXTENDED SHIPPING PERIOD
If transit time exceeds the estimated delivery time by 10 days or more, and we fail to provide valid, updated tracking information, you may apply for a refund within 3 business days. If the delay is due to inclement weather or holidays, we will not approve your request.
SHIPPING METHOD LIMITS
Orders to remote addresses using certain shipping methods may incur additional cost.
Additionally, some shipping methods are not always trackable, including PostNL, Electric PostNL, Packet Eub, Packet Postal Route, Packet Postal, and Packet Railway Economy. We will not accept any disputes if you chose one of these shipping methods.
FORCE MAJEURE
Lisaluna Home Decor assumes no responsibility for any product damage or shipping delay caused by an act of god, including but not limited to epidemic, international situation, strike, war, earthquake, flood, virus, inclement weather, or customs inspection. In such cases, we will notify you.
DESTINATION LIMITS
Due to limited international transportation options, Lisaluna Home Decor will not accept any disputes when your order is shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
