Refunds, Returns and Faulty Items
Last updated: 2 September 2026
This policy applies to purchases made directly through lunavictoriastudio.com. Nothing in this policy limits any mandatory consumer rights that apply in the customer’s country.
Change-of-mind returns: EU, EEA and United Kingdom
Customers in the European Union, European Economic Area and United Kingdom may cancel an eligible online purchase within 14 days of receiving it, without providing a reason.
To exercise this right, email hello@lunavictoriastudio.com within 14 days of delivery and include your order number and a clear statement that you wish to cancel the purchase.
After notifying us, the item must be returned within 14 days. The customer is responsible for the direct cost of return shipping. We strongly recommend using a tracked and insured service, as the item remains the customer’s responsibility until it reaches us.
You may inspect the item as you would in a physical shop. We may reduce the refund where handling beyond what is reasonably necessary has caused damage or diminished the item’s value.
Once the return has been received, or you have provided evidence that it has been sent, we will refund:
- the price paid for the returned item; and
- the cost of our least expensive standard delivery option.
Additional costs for express or upgraded delivery are not refundable. Refunds are issued to the original payment method.
Personalised and bespoke items
The statutory change-of-mind right does not apply to goods made to the customer’s specifications or clearly personalised. This includes:
- bespoke commissions;
- custom colours or finishes outside the standard options offered on the product page;
- bouquet-preservation pieces;
- products containing flowers or materials supplied by the customer; and
- other pieces designed or made specifically for an individual customer.
Selecting a standard size, colour or set option offered on a product page does not by itself make the item personalised.
This exclusion does not affect your rights if a personalised item is faulty, damaged or materially different from what was agreed.
Customers outside the EU, EEA and United Kingdom
Except where mandatory consumer law in the delivery country provides otherwise, Luna Victoria Studio does not accept returns or exchanges because a customer has changed their mind, no longer wants the item, or decides that it is unsuitable after delivery.
Please consider the product photographs, dimensions, materials and descriptions carefully before ordering. You are welcome to contact us with any questions before making a purchase.
Damaged, faulty or incorrect items
If an item arrives damaged, is faulty or is materially different from what you ordered, please contact hello@lunavictoriastudio.com promptly. Include your order number, a description of the issue and clear photographs of the item and packaging where relevant.
We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.
Where a return is required because an item is faulty, damaged or incorrectly supplied, Luna Victoria Studio will cover reasonable return-shipping costs or arrange the return.
Please do not send an item back before contacting us and receiving return instructions.
Sale items
Discounted and sale items retain any mandatory statutory return and consumer-guarantee rights. Outside those mandatory rights, sale items are not eligible for voluntary change-of-mind returns.
Contact
For all return, cancellation or product-related enquiries, contact:
hello@lunavictoriastudio.com