Shipping Policy

ORDER CHANGES

MY SHIPPING INFO IS INCORRECT/HAS CHANGED

UNFORTUNATELY, WE CANNOT GUARANTEE ADDRESS CHANGES IF THE ORDER IS ALREADY IN PRODUCTION. IF YOU WOULD LIKE TO CHECK IF IT’S POSSIBLE TO CHANGE YOUR SHIPPING ADDRESS, PLEASE EMAIL SINLALUNASTUDIOS@GMAIL.COM YOUR ORDER NUMBER AND UPDATED SHIPPING ADDRESS. IF YOUR PACKAGE HAS SHIPPED, PLEASE CONTACT THE SHIPPING PROVIDER AND ASK THEM TO UPDATE THE SHIPPING ADDRESS. IF THE PACKAGE IS RETURNED TO OUR DISTRIBUTION CENTER, PLEASE EMAIL US FOR RESHIPMENT.

CANCEL ORDER 

ALL ORDERS ARE FINAL SALE AS ALL ITEMS BEGIN PRODUCTION IMMEDIATELY.

I WOULD LIKE TO CHANGE AN ITEM

UNFORTUNATELY WE CANNOT GUARANTEE AN ITEM CHANGE IF THE ORDER IS ALREADY IN PRODUCTION. IF YOU WOULD LIKE TO CHECK IF IT’S POSSIBLE TO MAKE CHANGES TO THE ITEMS IN YOUR ORDER, PLEASE EMAIL SINLALUNASTUDIOS@GMAIL.COM WITH YOUR ORDER NUMBER AND THE ITEM AND/OR SIZE CHANGE.

SHIPPING

WHEN WILL I RECEIVE MY PACKAGE?

DUE TO REDUCED CAPACITY CAUSED BY COVID-19, YOUR ORDER MAY BE DELAYED. PLEASE CHECK THE DESCRIPTION OF YOUR PRODUCT FOR ESTIMATED PRODUCTION TIMES.

ORDERS ARE PROCESSED MONDAY-FRIDAY (EXCLUDING HOLIDAYS). SHIPPING TIMELINES DO NOT APPLY TO ORDERS SHIPPED TO APO/FPO ADDRESSES.

"TRACKING INFORMATION STATES MY PACKAGE AS BEING DELIVERED BUT I NEVER RECEIVED IT"

SIN LA LUNA DOES NOT HOLD OR ACCEPT RESPONSIBILITY FOR PACKAGES OR ITEMS LOST, STOLEN, OR STUCK IN TRANSIT WHEN BEING DELIVERED. CONCERNS OR QUESTIONS ABOUT YOUR ORDER AFTER IT HAS SHIPPED SHOULD BE MADE TO THE CARRIER DIRECTLY.

TRACKING INFORMATION SHOWS THE PACKAGE DELAYED

CONTACT THE SHIPPING COURIER WITH YOUR TRACKING INFORMATION, LOCATED ON YOUR SHIPPING CONFIRMATION EMAIL, TO FIND OUT THE MOST UPDATED STATUS OF YOUR PACKAGE. CONCERNS OR QUESTIONS ABOUT YOUR ORDER AFTER IT HAS SHIPPED SHOULD BE MADE TO THE CARRIER DIRECTLY. SIN LA LUNA DOES NOT HOLD OR ACCEPT RESPONSIBILITY FOR PACKAGES OR ITEMS LOST, STOLEN, OR STUCK IN TRANSIT WHEN BEING DELIVERED.

WHAT COUNTRIES DO YOU SHIP TO?

AUSTRALIA, CANADA, FRANCE, GERMANY, ITALY, NORWAY, SPAIN, SWEDEN, UNITED KINGDOM, UNITED STATES, AND THE UNITED STATES MINOR OUTLYING ISLANDS

*SIN LA LUNA IS NOT RESPONSIBLE FOR THE PAYMENT OF DUTIES AND TAXES.

WHAT HAPPENS IF MY PACKAGE IS RETURNED TO SENDER OR REFUSED?

IF YOUR ORDER IS RETURNED TO US BY THE COURIER, PLEASE CONTACT US ONCE IT IS RETURNED. ORIGINAL SHIPPING FEES ARE NON-REFUNDABLE. FOR ITEMS RETURNED TO SIN LA LUNA DUE TO AN UNDELIVERABLE ADDRESS OR ISSUES WITH CUSTOMS, REFUNDS WILL BE ISSUED FOR THE NET PRICE OF YOUR ITEM(S) MINUS THE SHIPPING CHARGE.

INTERNATIONAL SHIPPING

SIN LA LUNA IS NOT RESPONSIBLE FOR THE PAYMENT OF CUSTOMS OR VAT FEES. THE FEE VARIES AND IS DETERMINED BY EACH COUNTRY AND CANNOT BE CALCULATED IN ADVANCE. BY PROCESSING AN ORDER, YOU AGREE AND ACKNOWLEDGE YOU WILL PAY ANY CUSTOMS AND VAT FEES THAT MAY OCCUR.

RETURNS

HOW DO I RETURN AN ITEM?

YOU CAN RETURN A PRODUCT FOR UP TO 30 DAYS FROM THE FULFILLMENT/SHIPPING DATE IF IT IS NOT A FINAL SALE ITEM. AFTER 30 DAYS FROM THE FULFILLMENT/SHIPPING DATE, A REFUND CANNOT BE OFFERED. TO BE ELIGIBLE FOR A RETURN, THE ITEM MUST BE UNWORN AND UNWASHED (FREE OF ANY STAINS, ODORS, MAKEUP, DEODORANT, HAIR, OR WEAR) AND IN ORIGINAL PACKAGING.

BY PROCESSING A RETURN YOU ACKNOWLEDGE AND HAVE READ OUR ENTIRE RETURN POLICY AND UNDERSTAND THE TERMS. REACH OUT TO SINLALUNASTUDIOS@GMAIL.COM WITH ANY QUESTIONS.

CAN I EXCHANGE AN ITEM?

IN MOST CASES, WE CAN'T ENSURE THAT CUSTOMERS WILL BE ISSUED THE STYLE/SIZE THEY DESIRE BY THE TIME THEIR RETURNED ITEMS COME BACK TO THE DISTRIBUTION CENTER WE DO NOT OFFER EXCHANGES.

I RECEIVED THE WRONG ITEM/ITEM SIZE

DAMAGED ITEMS MUST BE REPORTED/EMAILED WITHIN 3 DAYS OF RECEIPT WITH PHOTOS ATTACHED TO SINLALUNASTUDIOS@GMAIL.COM. IF NOT REPORTED WITHIN 3 DAYS, WE WILL NOT ISSUE REPLACEMENTS. SIN LA LUNA IS NOT RESPONSIBLE FOR NORMAL WEAR AND TEAR TO ITEMS PURCHASED AND WILL NOT ISSUE A NEW ITEM OUTSIDE OF THE 3 DAY WINDOW OF RECEIVING THE ITEM.

IF YOU HAVE RECEIVED AN INCORRECT ITEM OR HAVE EXPERIENCED ANOTHER ISSUE WITH YOUR ORDER, PLEASE CONTACT SINLALUNASTUDIOS@GMAIL.COM WITHIN 3 DAYS OF RECEIVING YOUR ORDER WITH A PICTURE OF THE ITEMS AND PACKING SLIP.

MY PACKAGE WAS MISSING AN ITEM AND I WAS ISSUED A REFUND

IF YOUR ORDER INCLUDES MULTIPLE ITEMS AND ONE (OR MORE) OF THE ITEMS ARE OUT OF STOCK, WE WILL ISSUE A REFUND FOR ITEM(S) NOT IN STOCK AND SHIP THE REST OF YOUR ORDER.

PAYMENTS AND REFUNDS

PRICE CHANGES

WE RESERVE THE RIGHT TO CHANGE THE PRICES OF OUR PRODUCTS AT ANY TIME

EXCHANGE RATES

DIFFERENCES IN PRICES MAY VARY ACCORDING TO THE TIME AN ORDER IS PLACED, AND THE TIME THE PAYMENT IS PROCESSED. WHEN AN ORDER OR RETURN IS PROCESSED, THE ORDER OR REFUND WILL BE GENERATED IN US DOLLARS. SIN LA LUNA IS NOT RESPONSIBLE FOR DIFFERENCES IN EXCHANGE RATES FROM WHEN AN ORDER IS PLACED, THE PAYMENT IS PROCESSED, OR WHEN A REFUND IS PROCESSED.

DISCOUNT CODES/RETROACTIVE DISCOUNTS

THE AMOUNT PAID AT CHECKOUT AND THE AMOUNT THAT APPEARS ON YOUR INVOICE IS NON NEGOTIABLE. SIN LA LUNA WILL NOT APPLY RETROACTIVE DISCOUNTS TO ORDERS BEING PROCESSED OR THAT HAVE BEEN PROCESSED. DISCOUNT CODES AND SITE WIDE SALES ARE ONLY GOOD ON ORDERS PLACED AFTER THE START DATE AND BEFORE THE END DATE OF THE DISCOUNT CODE/SALE. THE DISCOUNT CODE MUST BE ENTERED DURING THE PAYMENT PROCESS AS IT CAN NOT BE APPLIED LATER. WE ARE NOT RESPONSIBLE IF THE CODE IS NOT ENTERED AT CHECKOUT.

LATE OR MISSING REFUNDS

REFUNDS CAN TAKE UP TO 10 BUSINESS DAYS TO APPEAR ON YOUR STATEMENT, DEPENDING ON HOW YOUR BANK OR FINANCIAL INSTITUTION PROCESSES THEM. IF SIN LA LUNA HAS PROCESSED A REFUND AND YOU HAVE NOT RECEIVED A REFUND AFTER 10 BUSINESS DAYS, CONTACT YOUR BANK OR CREDIT CARD COMPANY TO SEE IF THE REFUND IS STILL PENDING. CURRENCY EXCHANGES MAY TAKE LONGER THAN 10 BUSINESS DAYS.

IF YOU HAVE CONTACTED YOUR BANK OR CREDIT CARD COMPANY AND YOU STILL HAVE NOT RECEIVED YOUR REFUND, PLEASE CONTACT US AT SINLALUNASTUDIOS@GMAIL.COM.

REFUNDS FOR RETURNS

REFUNDS FOR RETURNS PLEASE NOTE THAT ORIGINAL SHIPPING FEES ARE NON-REFUNDABLE AND THE COST OF THE RETURN SHIPPING LABEL IS THE CUSTOMER’S RESPONSIBILITY

ONCE YOUR RETURN IS RECEIVED AND INSPECTED, WE WILL NOTIFY YOU OF THE APPROVAL OR REJECTION OF YOUR RETURN. IF YOU ARE APPROVED, YOU WILL RECEIVE AN EMAIL WITH A DIGITAL STORE CREDIT FOR THE NET AMOUNT OF THE ITEM(S) RETURNED, THAT CAN BE USED IMMEDIATELY.

SINLALUNASTUDIOS@GMAIL.COM