Returns & Exchanges

Return handover location

The location for handing over a returned product will be agreed with our customer care team after you contact us. Please contact us before sending or handing over the parcel so we can agree on a practical location and provide instructions. Arranging the location does not make a valid statutory cancellation conditional on our approval or extend a statutory refund deadline. Where collection is our responsibility due to a defect, non-conformity, late delivery or another breach by us, we will arrange collection at our expense from the place of delivery as required by law.

How to cancel after placing an order

  1. Send an explicit cancellation notice to support@luneradeparis.com or WhatsApp +972 52-262-9089. Include your name, order number and sufficient information to identify the transaction, plus any identification information required by law.
  2. If the parcel has not been dispatched, we will try to stop preparation and dispatch.
  3. If it has already been dispatched, we will try to stop delivery where possible; otherwise we will provide return instructions. Dispatch does not, by itself, remove statutory cancellation rights.

No reason is required for an ordinary cancellation. Our approval is not a condition for exercising a valid statutory cancellation right. Fees, return arrangements and refund deadlines follow this policy; there is no need to wait for a reply before sending your cancellation notice. Other legally available cancellation methods remain available.

30-Day Return Period

Lunéra de Paris offers a 30-calendar-day return request period from the date you receive your order.

To request a return or cancel your order, contact:

Email: support@luneradeparis.com
WhatsApp messages: +972 52-262-9089

Please include your name, order number, and sufficient information to identify the transaction. For a statutory cancellation, please also provide any identification information required by applicable law. You do not need to provide a reason for an ordinary cancellation.

Contacting us helps us provide return instructions. Our approval is not a condition for exercising a statutory cancellation right. You may also use any other cancellation method available under applicable law.

Your Statutory Rights

Our 30-day return offer is additional to your rights under Israeli consumer protection law.

For eligible distance-sale purchases, the statutory cancellation period generally continues until 14 days after receiving the product or the legally required transaction disclosure document, whichever is later, subject to legal exceptions.

A longer statutory period may apply to qualifying consumers, including people with disabilities, consumers aged 65 or older, and new immigrants, where the conditions prescribed by law are met.

Processing or shipping an order does not, by itself, remove your statutory cancellation rights.

Product Condition

For an ordinary return under our additional 30-day offer after the applicable statutory cancellation period has expired, the product must be unused, undamaged, and returned with its original tags and packaging.

These additional conditions do not restrict statutory cancellation rights or rights relating to defective, incorrect, or non-conforming goods. Original packaging and an unused condition are not blanket conditions for exercising statutory rights.

Cancellation Fees

For an ordinary change-of-mind cancellation, including a return under our additional 30-day offer, we charge 5% of the transaction price or ILS 100, whichever is lower, where permitted by law.

No cancellation fee applies where the cancellation results from a defect, a mismatch with the agreed description, failure to deliver within the agreed time, or another breach by us.

If we expressly offered a fee-free cancellation for your order, that offer will be honoured.

Returning the Product

For an ordinary change-of-mind return, the customer is responsible for returning the product and paying the return shipping cost.

Return address: Contact us for the return address.

Contact us for practical return instructions before sending the parcel. These instructions do not make statutory cancellation dependent on our approval.

For a statutory cancellation caused by a defect, non-conformity, late delivery, or another breach by us, make the product available at the place where it was delivered and notify us. We will arrange collection at our expense as required by law.

Refunds

We will issue the applicable refund and cancel any outstanding charges within 14 calendar days of receiving your cancellation notice, subject only to deductions permitted by law and this policy.

We apply this refund timeframe to eligible returns under our additional 30-day offer as well.

Receipt, inspection, or internal approval will not be used to extend a statutory refund deadline.

Refunds will normally be made to the original payment method. Your bank or payment provider may require additional time to display the credit.

For a statutory cancellation, we will not deduct original shipping or handling costs separately where the law includes those costs within the permitted cancellation fee.

Defective or Incorrect Items

If an item arrives damaged, defective, or different from what you ordered, contact us. Photos can help us resolve the issue, but your statutory rights do not depend on supplying photos or accepting a replacement instead of a refund.

Legal Exceptions

Any exception to a statutory cancellation right applies only where the relevant legal conditions are met. An ordinary catalogue product does not become a personalised product simply because we order it from a supplier after your purchase.

Nothing in this policy limits mandatory consumer rights.

Exchanges

To request a different model or colour, contact us with your order number and the item you would like. We will check availability and provide instructions. An exchange request does not limit statutory cancellation and refund rights.