Luminara

We value our consumers and are willing to assist them. Please review our return, exchange, and refund policies.

WHAT IS YOUR RETURN POLICY?

Within 14 days of receiving your order, you may return it to us. Customers now have the option of choosing between two return options:

You have the option of receiving free return shipping or store credit ( GIFT CARD that is the same value of the items).

We will evaluate your returned item after we receive it and notify you that it has been received. After inspecting the item, we will exchange it for you.

Return Process:

1. Contact our customer service team with your order number at authentic.professionel@gmail.com to initiate a return and exchange.
2. Send us a photo showing that the product is damage or does not fit you.
3. We will send you a free return label in your name and address.
4. Pack the item(s) securely in the original product packaging, if possible. All products must be returned in good condition to ensure full credit.
5. It is recommended that you use a traceable carrier and insure the package for the full amount of the merchandise.
6. We are not responsible for lost or damaged packages.
7. Once we receive your return, we will process the exchange immediately.

Order Cancellations:

At Authentic Goth, we understand that sometimes customers may need to cancel their order. We are happy to accommodate order cancellations under the following conditions:

1. Cancellations must be requested within 24 hours of placing the order.
2. If the order has already been processed and shipped, we are unable to cancel the order. In this case, the customer will need to follow our returns and exchanges policy.
3. Custom and made-to-order items cannot be cancelled after 24 hours of placing the order.
4. If the order has been partially shipped, we will cancel the remaining items and issue a refund for those items.
5. If the order has not been shipped yet, we will issue a full refund for the order.

Please note:

• Orders that have already been shipped out cannot be cancelled.
• If payment was made by credit card, the refunded amount will be credited to the original credit card used for the purchase.
• If the order was placed using a discount or promotion code, the refund will be issued for the amount paid after the discount or promotion was applied.
• In case of any discrepancies or issues with the cancellation, our customer service team will assist you to resolve the problem.
• If you have any questions or concerns regarding order cancellations, please contact our customer service team at authentic.professionel@gmail.com

To request an order cancellation, please contact our customer service team at authentic.professionel@gmail.com as soon as possible. Please have your order number ready for reference.

REFUNDS:

Depending on your card issuer's restrictions, it may take up to 5-7 business days for your store credit to be issued once your return is received.

If the item is not shipped within 30 days, you will receive a refund minus the shipping costs, or we will send you another item of your choice with the same value as the one that was lost.

Any returned items that do not comply with our policies will be discarded, and the refund amount will be adjusted accordingly.

We appreciate your understanding and cooperation. We strive to provide the best possible service to all of our customers and we hope that you have a pleasant shopping experience with us.

If you have any further questions or concerns, please don't hesitate to reach out to our customer service team.