Return Policy

At Flor de Luna, we want you to be completely satisfied with your purchase. If for any reason you're not happy, we're here to make the return, exchange, or damaged item process as smooth as possible. Please review the guidelines below to ensure you have all the information you need.

Return Window

You have 5 days from the date you receive your order to request a return or exchange.

Presale and Sale Items

All presale and sale items are considered final sale. Presale items are eligible for exchange or store credit only, while items purchased at a discounted price are not eligible for return, exchange, or store credit.

International Orders

We are based in the USA. All international orders are final sale. We do not accept returns or exchanges on international purchases.

Please note that customers are responsible for any customs duties, taxes, or import fees that may apply upon delivery. These charges are determined by your country’s customs office and are not included in the purchase price or shipping cost.

Condition of Items

To be eligible for a return, items must meet the following criteria:

• Unused and undamaged

• Free of stains, odors, or any signs of wear

• In their original packaging with all tags still attached

• Items must be shipped back to us in appropriate packaging such as a shipping bag, box, or similar protective material. Returns received in damaged, torn, in frosted zipper poly-bag or improper packaging will not be accepted.

Note: Any alterations made to the item(s) will void return eligibility.

All pre-tailored, “Shorten my dress” purchases are non-returnable.

Return Process

  1. Contact Us: Reach out to us within the 5-day return window to initiate the process. Please include your order number in the email.

  2. Approval: Once your return is approved, you will receive a return label. The customer is responsible for paying the for the return label fee. We will not initiate the return until the return label is paid for.

  3. Ship Back: You must ship the item(s) back within 7 days of receiving the return label. Customers are responsible for return shipping costs. Late returns qualify for store credit only.

  4. Once we receive your return, we will inspect the item to ensure it meets our return guidelines (unworn, unwashed, tags attached, etc.). If it passes inspection, your refund or store credit will be processed accordingly.

Return Shipping Costs

Customers are responsible for return shipping costs. We will email you a return label invoice.

Please note that the original shipping cost is non-refundable. This will be reflected in your refund.

Late Returns

Returns shipped after the 7-day window will be for store credit only, if eligible.

Refund Processing

Refunds will be processed within 5-8 business days of receiving the returned item. 

Damaged Items

If you receive a damaged item, please contact us within 5 days of receiving your order.

How to Report Damaged Items

Email your order number along with clear pictures of the damage to support@flordeluna.co and we will assist you with the next steps.

Exchanges

  • We recommend placing a new order if you wish to exchange an item.

  • If you are not in a hurry, you may request an exchange, and we will send out the new item once your return is processed.

  • Please note that exchange availability is subject to stock.

  • If you request an exchange, we will process it and hold your new item for 7 days. If you do not ship your return within this timeframe, the item will be restocked, and you will receive store credit instead.

  • Customers are responsible for return shipping costs. The amount to be collected will be communicated via email by the Flor De Luna team during the exchange process.

    We will notify you if your return is rejected, and you can decide how to proceed.

Rejected Returns

If a returned item does not meet our return policy criteria—for example, if it has been shipped incorrectly, damaged, worn, or fails our sanitary inspection—you will have two options:

  1. Have the item sent back to you: The customer will be responsible for paying the shipping label.
  2. Have us dispose of the item: We can dispose of it for you at no additional charge.

We will notify you if your return is rejected, and you can decide how to proceed.

Thank you for shopping at Flor de Luna! We appreciate your business and are here to assist you with any questions or concerns. Feel free to contact us for further assistance.