Custom Orders (Important)
All items purchased from our shop are personalized and made-to-order, which means we cannot accept returns, refunds, or exchanges for any reason not caused by our team.

This includes, but is not limited to:

• Uploading the wrong photo
• Misspelled names or details provided by the customer
• Choosing the wrong product options (size, color, style, etc.)

If you made a mistake during checkout, you must email us within 24 hours from the exact time and date of purchase at care@thelunaandsol.com. Edits requested after 24 hours cannot be accommodated, and the order will proceed as submitted.

Our Error (Eligible for Return/Refund)
We will accept returns or issue refunds only if the mistake was made on our end, such as:

• Wrong item received
• Wrong name/design from what you submitted
• Wrong size or variant created by our team
• Poor print quality or manufacturing defect
• Damage during shipping

If you believe your order falls under these categories, please contact us immediately at care@thelunaandsol.com. with photos and your order number.

Damages and Issues
Please inspect your order upon arrival. If the item is defective, damaged, or if you received the wrong product, contact us as soon as possible so we can review the issue and make it right.

Non-Returnable Items
Because of the nature of our business, the following items cannot be returned or refunded:

• All custom and personalized products
• Items with customer-submitted errors
• Sale items
• Digital downloads
• Gift cards

Refunds
If a refund is approved (only in cases where our team is at fault), we will process it to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to complete the posting.

If more than 15 business days have passed since your refund was approved, please contact us at care@thelunaandsol.com. 

Exchanges
Because your order is custom-made, exchanges are not available unless the issue was caused by us.