Your satisfaction is our top priority, and we’re confident you'll be delighted with your order. Every item is meticulously crafted with personalised scents and colors just for you. While returns aren't possible, if there's any damage during shipping, we’re here to assist. We can work together to file a claim for reimbursement through the postal service.
We gladly accept returns for candles that arrive damaged or defective, provided the request is submitted within 4 days of delivery. However, we cannot accept returns for burned or partially used candles, or for custom or personalised designs made specifically for you. Please also note that each candle is uniquely handcrafted, so small variations in appearance are a natural part of the process and are not considered defects.
- Contact us with your order number, photos of the product, and a brief description of the issue. If the returned products meet our return policy guidelines, we'd be happy to refund as per your preference. Refunds take 7-10 business days to be processed once they are initiated from our end. - A promo code, once used shall not be refunded in case of cancellation of order - For COD orders, please contact us on Lunarosa.lights@gmail.com or WhatsApp us on +(971) 569188883.
Shipping Area: We currently deliver within the UAE only.
Processing Time: Orders are processed in 2-4 business days (custom orders may take up to 6 days).
Delivery Time: Standard shipping takes 2-5 business days after processing.
Shipping Costs: A flat rate of 25 AED applies, with free shipping on orders above 1000 AED.
Order Tracking: A tracking number will be provided once your order is shipped.
Lost or Damaged Orders: If your package is lost or arrives damaged, please notify us within 24 hours of receipt with photos and your order details. We’ll resolve the issue promptly.
Delivery Partners: We use trusted local couriers to ensure safe delivery.We reserve the right to cancel your order if the given pin code (zip code) is not serviceable by our delivery partner.
