Refund and Exchange Policy

We want you to love your experience shopping with us! Please contact us within 14 days from date of purchase if your item is defective or damaged, and please include photos of the item, and a screenshot of the receipt of purchase: info@lucisaeterna.com.

To be eligible for an exchange, the item must be unworn, and in the same condition you received it. Reach out to us at info@lucisaeterna.com for instructions for sending the item back to us.

Several types of goods are exempt from being returned. We also do not accept returns or exchanges for items that are intimate or sanitary goods, such as bikinis and intimate apparel.

Additional non-returnable items:

• Gift cards
• Digital items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-7 business days.

Late or missing refunds

If you haven’t received a refund within 5-7 days, contact your credit card company or financial institution, it may take some time before your refund is posted.

If you have any concerns at all, please email us at info@lucisaeterna.com

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified of the return.

Shipping returns

To return your product, please contact us at info@lucisaeterna.com for instructions and shipping address.

You will be responsible for paying shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

If you have any questions or concerns at all, please email us at info@lucisaeterna.com