Refund and Return Policy – LALUNASHOE

Effective Date: March 1, 2025

At LALUNASHOE, customer satisfaction is our priority. We take pride in delivering high-quality cakes and exceptional service. If you experience any issues with your order, please review our Refund and Return Policy below.

1. Eligibility for Refunds and Returns

Due to the perishable nature of our cakes, refunds and returns are only applicable under the following conditions:

  • Incorrect Order: If you receive the wrong cake (flavor, size, or design different from your confirmed order).
  • Damaged Cake Upon Delivery: If the cake arrives in a damaged condition due to our handling.
  • Quality Concerns: If the cake does not meet our quality standards (must be verified with photographic evidence).

Refunds or replacements will not be issued for:

  • Personal taste preferences.
  • Customer error in ordering (e.g., wrong size, flavor, or design chosen).
  • Cakes that have been partially eaten or altered after delivery.

2. Reporting an Issue

If you encounter any of the eligible issues mentioned above, please follow these steps:

  1. Contact Us Within 24 Hours

    • Email us at contact@lalunashoe.xyz or call 078 5659 0365.
    • Provide your order number, a detailed description of the issue, and clear photos of the cake.

  2. Review and Verification

    • Our team will assess the issue and determine if you qualify for a refund, replacement, or store credit.

  3. Resolution Process

    • If eligible for a replacement, we will arrange for a new cake to be delivered as soon as possible.
    • If eligible for a refund, we will process it via the original payment method within 5-7 business days.
    • If eligible for store credit, you will receive a discount code for future purchases.

3. Cancellations and Order Modifications

  • Cancellations: Orders can be canceled with a full refund if requested at least 48 hours before the scheduled delivery or pickup date.
  • Modifications: Changes to your order (flavor, size, or design) must be requested at least 48 hours in advance and are subject to availability.

For urgent requests, please contact us immediately, and we will do our best to accommodate your needs.

4. Late or Missing Refunds

If you have not received a refund within the estimated timeframe:

  • Check your bank account or PayPal for pending transactions.
  • Contact your bank or payment provider, as processing times may vary.
  • If the issue persists, reach out to us at contact@lalunashoe.xyz, and we will assist you.

5. Non-Returnable Items

For hygiene and safety reasons, perishable items like cakes and desserts cannot be returned once delivered or picked up unless there is a verified quality issue.

6. Contact Us

If you have any questions about our Refund and Return Policy, feel free to contact us:

📍 Address: 98 Mounthoolie Lane Street, Sutton, United Kingdom
📞 Phone number: 078 5659 0365
📧 Email: contact@lalunashoe.xyz
🌍 Website: https://lalunashoe.xyz/