Refund policy

Last updated: October 25, 2026

Something not right? We'll sort it out. Here's how returns work.

1. You have 14 days from delivery to return an order.
2. Boxes must be sealed and unopened. Small things must be unused and in their original packaging. Once a box is opened, the surprise inside can't go to anyone else.
3. Email us first at contact.luneastudio@gmail.com with your order number. We reply within two business days with the return address.
4. Return shipping is on you when you've changed your mind. Please use a tracked service: we can't refund a package that never reaches us.
5. We refund within 5 business days after the return arrives, to your original payment method. You get back what you paid for the item; the original shipping charge isn't refunded.
6. Packing videos can't be returned once we've sent them. If your box ships without the video you paid for, we refund it.

Damaged, wrong, or lost? That's on us. Email us within 30 days of delivery (a photo helps) and we'll send a replacement or refund you in full, shipping included, even if the box has been opened. If tracking hasn't moved for 10 business days, or your order hasn't arrived 15 business days after it shipped, we treat it as lost. If it shows as delivered but you don't have it, tell us within 14 days and we'll file a claim with the carrier and replace or refund it.

Cancelling: email us before your order ships (usually within 1–2 business days) and we'll cancel it and refund you in full.

Gifts: a refund always goes to the person who paid. If you received an unopened box as a gift, we're happy to swap it for another box of the same price.