PROCESSING & PRODUCTION TIME

Orders usually take 1-2 business days to process. Time typically increases during sales, product releases, and holidays. Please keep in mind that we are a small business and are working hard to get your orders out quickly.

SHIPPING CARRIER & TIME

Once your order has been processed (see processing time above), orders are shipped via USPS First Class mail by default, which varies between 3-5 business days. Priority Mail can be selected at checkout for 2 day shipping. We are not responsible for delayed shipping times by the carrier. 

CHANGE OR CANCEL MY ORDER ONCE PLACED

In the event you need to make a change after submitting your order, please contact us within 1 business day. Change or cancellation requests after 1 business day cannot be guaranteed. To do so please contact us here. 

 

REDIRECTING ORDERS

 If you wish to redirect your order, please contact us within 1 business day. We cannot guarantee an address change after 1 business day and are unable to redirect orders once they have been dispatched from our HQ. Your items ship out from our headquarters in San Diego, CA. You can track your package when you login to your account here. 

TRACKING YOUR ORDER

You can track your package when you login to your account here. 

LOST PACKAGE 

Please allow 48 hours from your delivery notification for the package to arrive. If your package is lost in transit, please contact your local Postal Service first, if they are unable to help please contact us here. 

RETURNS

If you're looking to return or exchange your order we're here to help! We offer returns or exchanges within 30 days of purchase (see below for exclusions) for items in original condition (unworn, unwashed, with tags attached). The customer is responsible for the cost of return shipping.

Please note the following exceptions to our return and exchange policy: 

    • Mystery items including the Mystery Headband, Mystery Bracelet, Mystery Scrunchie and Mystery Bundles are final sale and cannot be returned or exchange.
    • Free gifts received with orders cannot be returned for a retail value.
    • All discounted items are final sale. No returns or exchanges will be accepted.

To start your returns process please visit lotusandluna.com/returns-portal

  1. Enter your purchase order number or email address.
  2. You will be presented with your order history. Select the product you wish to return.
  3. Select a reason for the return and we will give you options for a direct exchange, refund or gift card. There is a 10% bonus if choosing a gift card. 
  4. Repeat steps 2 and 3 for each item you wish to return
  5. Review and verify your selections and submit your return
  6. Print out the return shipping label an affix it to your packaging. Make sure the products are in the same condition as when you received them (unworn, unwashed and with original tags. 
  7. Drop your return off at any USPS location
  8. Once your return is scanned via mail:
  • Refunds will be issued to the original form of payment once it has been processed at our warehouse.
  • Exchanges will be sent within 2-3 business days of when the return is received at the warehouse. Please note that exchanges cannot be sent with expedited shipping
  • Returned items that arrive damaged or in poor condition will be declined. 

Unfortunately we cannot refund the original shipping charges. You will receive a confirmation email once the return or exchange has been processed.

 

International Shipping

All international orders may be subject to the assessment of duties and taxes. Each country determines the assessment of duties and taxes differently.