Shipping & Return
At Soul Luna, our goal is to make sure that our customers are completely satisfied with their purchase(s). Each of our products are carefully inspected and packaged securely before being shipped out.
Are All Sales Final: Yes, due to the nature of our products, as well as candles being lit/used, our products cannot be refunded or exchanged. ALL SALES ARE FINAL. We do not offer refunds/exchanges, nor do we allow cancellations/returns. Please note, Soul Luna reserves the right to refuse all returns.
Do You Accept Exchanges: We don't accept exchanges at this time. However, feel free to email us to check on the status of stock items.
What If I Received The Wrong Item or My Item Is Damaged: In the event your order is incorrect or damaged (oh no!), please contact us immediately at email@example.com, so we may get this issue resolved as quickly as possible.
*Please do not open an incorrect item*
We require an email notification for return authorization, as well as picture proof of the shipping box and damage or wrong item received. For qualifying returns, items must be returned to us within 7 days of delivery of your purchase. Items must be returned new in its unused condition with its original padded packaging, boxes and accessories. Please note, Soul Luna reserves the right to refuse all returns. We do not accept returns on candles that have been lit.
We are not responsible for return packages lost in transit to our facility. In the unfortunate event your item is lost in transit back to our facility, please call your local USPS to file a claim.
Soul Luna will notify you once your returned item has been received and inspected. Credit will be applied to the original method of payment. Please allow several business days for refunds to be reflected back to your account, depending on your financial institution.
What If I Entered My Address Incorrectly: You can try emailing us immediately, however in most cases once your order is placed, we cannot change your address or correct it, so please be careful when inputting your information at checkout. We cannot cancel an order once it’s processed and shipped. We will not reimburse lost or returned packages.
What If My Order Is Being Returned To Soul Luna: If your package comes back to our facility, is it typically due to an "insufficient address". This can happen due to:
- The shipping address does not exist
- The shipping address is misspelled
- The shipping address is missing information (i.e. apt/address number)
- The carrier is unable to safely deliver the package to your mail box
- The addressee has moved
- The addressee has refused the package
A "Return To Sender" package will be re-stocked and a credit will be applied back to the original form of payment. Shipping fees will be excluded from the credit. You will have to place a new order to receive your product. Please note that we do not guarantee your items will be in-stock at the time of your reorder.
What If I Don't Like The Scent of The Candle: We do not accept returns due to the dissatisfied scent of our candles.
My Package Is Lost In Transit: Oh know! We're sorry to hear this. Sometimes tracking may not update until your package is scanned at your local carrier. In the event your package is lost/stolen/missing, please contact your local post office so they may track its whereabouts and file a claim. We are not responsible for packages once they leave our facility.
Order Processing: Orders are processed in the order they are received and sent via USPS Priority Mail from sunny California.
Orders are usually processed within 2-5 business days from the time the order is placed. Our Luxury candles are handmade, and all crystals cleansed with love, so our processing times may vary, especially during the holiday season. Please expect longer processing times during holidays. As soon as your package is ready to ship, you’ll get a shipment notification email with a tracking number.
**Processing days does not include weekends or holidays**
Do You Ship Internationally: We currently only ship domestically within the United States via USPS Priority Mail.
Do You Offer Expedited Shipping: At this time, we do not offer expedited shipping.
If you have any questions or concerns, please email firstname.lastname@example.org and we will be more than happy to help.