Refund policy
Our return policy lasts 14 days from the date you receive your item. To qualify for a return, the item must be in its original condition, unworn or unused, with tags, and in its original packaging. A receipt or proof of purchase is required.
To start a return, you can begin the process in your Account Centre. Alternatively, contact us at kiki-magic@lunarcite.com, and we'll provide you further instructions via our official email channel. Items sent back to us without first requesting a return will not be accepted.
Return Address:
Kiki's Handmade Studio
Studio 19, Poplar Works, 384 Abbott Rd, Aberfeldy Village, London E14 0UX, United Kingdom
Please be aware that, unfortunately, we can't cover shipping costs right now. We truly appreciate your understanding on this matter.
For successful returns: Use a fully trackable delivery service to ensure the safe arrival of your package. Keep your proof of postage secure. The customer is responsible for the goods until they reach us. We are not liable for items lost in transit.
Upon verifying returned goods in original condition, we'll refund the purchase price excluding shipping. Defective items will also get shipping costs refunded. Refunds will be processed within 10 business days.
For any questions regarding returns, feel free to reach out to us at kiki-magic@lunarcite.com.
Our handcrafted products are custom-made, therefore, we do not accept returns or exchanges for reasons other than quality issues.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
Upon receiving and verifying the returned merchandise in its original, unused condition, we will promptly process your refund. The full purchase price, excluding shipping fees, will be credited back to you. In instances where the items are returned due to defects or faults, we will ensure a comprehensive refund that includes the original shipping charges, following a thorough inspection confirming the item's defective nature.
The refund will be automatically processed to your original payment method within 10 business days. Please be aware that your bank or credit card company may also require additional time to process and post the refund to your account.
If more than 15 business days have passed since we’ve approved your return, please contact us at kiki-magic@lunarcite.com.
