Política de reembolso

At ARIALUNA, we want you to love the dress you ordered. However, we understand that sometimes a style, size, or fit may not work out. This Return & Refund Policy explains how you can return an item, what conditions apply, and how refunds are processed. By making a purchase on our website https://arialuna.vip, you agree to the terms below.
Our Return Promise
We offer a 30-day return window from the date you receive your order. If you are not completely satisfied with your purchase for any reason, you may request a return within this period. After 30 days from delivery, we unfortunately cannot accept returns or issue refunds.
Eligibility Conditions for Returns
To be eligible for a return, the following conditions must be met. The dress must be unworn, unwashed, and undamaged. All original tags, labels, and packaging must still be attached to the dress. The item must be free from any odors, makeup stains, pet hair, or signs of try-on beyond simply checking the fit. We reserve the right to refuse a return if the item shows any signs of wear, alteration, or damage caused by the customer. For hygiene reasons, we cannot accept returns of lingerie, swimwear, or earrings if those items are ever sold on our site. Additionally, any items marked as “Final Sale” or “Non-Returnable” on the product page cannot be returned.
How to Initiate a Return
To start a return, please contact us at contact@arialuna.vip within 30 days of receiving your order. Include your order number, the name of the dress you wish to return, and the reason for the return. Our customer service team will reply within 2 business days with a return authorization and the return shipping address. Do not send any item back before receiving our return confirmation, as unauthorized returns may not be processed. Once you have our approval, pack the dress securely in its original packaging (or similar protective packaging), attach the shipping label we provide (if applicable), and send the item back to us. We strongly recommend using a trackable shipping service and keeping your proof of postage, as we cannot be responsible for returns lost in transit.
Return Shipping Costs
The cost of return shipping is the responsibility of the customer, unless the return is due to our error. Our errors include receiving a completely wrong item (different dress than ordered) or a defective dress (fabric flaw, broken zipper, missing buttons, or similar manufacturing defect at arrival). In such cases, please contact us first, and we will provide a prepaid return label or reimburse your reasonable return shipping costs upon proof of postage. For all other returns (change of mind, ordered wrong size, did not like the color or fit, etc.), you are responsible for the return postage.
Refund Process
Once we receive your returned dress, our team will inspect it within 3 to 5 business days to ensure it meets our eligibility conditions. If the return is approved, we will issue a refund to your original payment method. The refund amount will include the full purchase price of the dress but will exclude the original outbound shipping fees (unless the return is due to our error). Please note that if you received free standard shipping on your order, the actual shipping cost we incurred may be deducted from your refund for change-of-mind returns. Refunds to credit cards or debit cards typically appear within 5 to 10 business days, depending on your bank or payment provider. Refunds to PayPal or other electronic wallets usually appear within 1 to 3 business days. If you have not seen your refund after 10 business days, please contact us.
Exchanges
We do not offer direct exchanges at this time. If you need a different size or color of the same dress, please return the original item following our return process for a refund. Once your return is approved and refunded, you may place a new order for the desired dress on our website. This helps us process your request more quickly and ensures you receive the correct item without delay.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon arrival. If your dress arrives damaged, with a manufacturing defect, or if you received the wrong item entirely, contact us within 7 days of delivery at contact@arialuna.vip. Include clear photos of the damage, defect, or the incorrect item along with your order number. We will arrange a free return or replacement as quickly as possible. In these cases, we will also cover the return shipping costs. If you do not notify us within 7 days, we may ask you to cover return shipping or may only offer a partial refund.
Late or Missing Refunds
If you have not received your refund after the timeframes mentioned above, please first check with your bank, credit card company, or PayPal account, as there is often some processing time before a refund appears on your statement. If you have done this and still have not received your refund, please contact us at contact@arialuna.vip with your order number and return tracking number. We will investigate the matter with our payment processor immediately.
European Union Cooling-Off Period
If you are a customer located in the European Union, you have the right to cancel your order within 14 days of receiving your item without giving any reason, under the EU Consumer Rights Directive. This cooling-off period applies in addition to our voluntary 30-day return policy. The same conditions apply: the dress must be unworn, with all tags attached. You will be responsible for the return shipping costs unless we offer otherwise. Please note that the cooling-off right does not apply to personalized or intimate items as described above.
Final Sale Items
Certain items are clearly marked as “Final Sale” on their product page. These items cannot be returned, exchanged, or refunded for any reason (including change of mind, wrong size, or minor fit issues). Please review your selection carefully before purchasing final sale merchandise.
Contact Us About Returns
If you have any questions about whether an item is eligible for return, need help starting a return, or want to check the status of your refund, please email us at contact@arialuna.vip. Always include your order number in the subject line for faster service.