Lunara Verge Limited EU Customer Service Policy
1. Service Commitment
As a fashion brand operating in the EU, Lunara Verge Limited strictly complies with the EU 'Consumer Rights Directive' and related regulations, providing you with the following service guarantees:
2. Order Service
Order Processing: All orders will be processed within 5-7 working days after payment confirmation.
Shipping Time: The standard delivery time within the EU is 20-40 working days.
Logistics Tracking: A traceable logistics tracking number will be provided via email after shipment.
3. Return and Exchange Policy (in accordance with EU regulations)
Right of Withdrawal: You can return items without reason within 14 days from the date of receipt.
Refund Guarantee: Refunds will be processed within 14 days after the return is received.
4. Product Quality Guarantee
Defect Handling: If there is a quality issue with the goods, we will cover the return shipping costs.
Full Refund (if alternative products cannot be provided).
5. Pricing and Payment
Price Transparency: All displayed prices include applicable VAT.
Payment Safety: Supports mainstream EU payment methods, all transactions are encrypted via SSL.
6. Customer Support
Multilingual Service: Available in English, French, German, Italian, and more.
Contact Information:[email protected]
7. Dispute Resolution
In case of a consumer dispute, you have the right to:
Negotiate a solution with us as a priority
File a complaint with the European Consumer Centre in your country
8. Environmental Commitment
Use recyclable packaging materials
Offer a clothing recycling program (available in some EU countries)