Shipping + Returns
Shipping:
Shipping time is generally 1-3 business days, but may be more during busy/holiday season. We do not ship on holidays. Most of our shipping goes out Wednesday through Friday. USPS Priority Mail generally gets to your door within 1-3 business days (once it leaves our shop).
After NOVA LUNA has given your package to the carrier, you will assume the risk of loss for the merchandise. NOVA LUNA is not responsible for lost, misplaced, or stolen packages. If you think there was a delivery error, please go to your local post office to find out which mail carrier is on your route. Sometimes they can track your package with your local mail carrier.
Unfortunately, we are not offering international shipping at this time. We will in the future, and when we do, we will make an announcement.
If you have any special shipping instructions, please leave a note in the "Order Notes" section in the shopping cart. We will do everything we can to accommodate you. If your purchase is a gift, just write “gift” in the order notes section and, if you want to include a note, put your note there as well. We will provide your note, hand-written, with special wrapping.
In-person Pickup:
We offer free in-person pickup at any of our pop-up events. Just choose the "Pick Up" option during check out. We will send you an email with your in-person pickup options within the next 14 days.
Online Returns:
All sale items, apothecary items, jewelry, and vintage items are final sale*
*Candles can be exchanged in-person for a different scent, if available, as long as unused
Returns are accepted up to 14 days of the delivery date - if the item is in the original/unopened condition with all tags attached. All items must be new, unworn, unwashed, and with no visible signs of wear (i.e., makeup and/or deodorant stains, fragrances, etc.).
Please email info@shopnovaluna.com "RETURN (your order #)" as the subject for return instructions.
We kindly ask you to package the item with care in the original form it was sent when possible.
Customer is responsible for return shipping, NOVA LUNA does not provide return labels. We recommend mailing your return using a carrier that offers tracking services.
In-Person Returns + Exchanges:
All sale items, apothecary items, jewelry, and vintage items are final sale*
*Candles can be exchanged in-person for a different scent, if available, as long as unused
In-person returns and exchanges are accepted up to 14 days of the delivery date - if the item is in the original/unopened condition with all tags attached. All items must be new, unworn, unwashed, and with no visible signs of wear (i.e., makeup and/or deodorant stains, fragrances, etc.).
If you want to exchange your item in person, check our pop-up schedule and make sure you can make it to one of our events within the 14-day time limit. Next, purchase your replacement item online, selecting "Pick Up" for the shipping option (please note which event you will be exchanging your item at in the “Order Notes” section so we can be sure to have your replacement item present). Any difference in price will be charged or refunded accordingly in person at time of pickup/exchange.
PLEASE KEEP YOUR DIGITAL RECEIPT FOR IN-PERSON EXCHANGES, and give us your order number when you arrive.
All sale items, apothecary items, jewelry, and vintage items are final sale*
*Candles can be exchanged in-person for a different scent, if available, as long as unused
If your item arrives damaged, or we made a mistake and sent the wrong item to you, please contact us within 3 days of receipt, and we will offer you a full refund, or an exchange free of shipping fees. However, sometimes we have to receive the damaged/defective item before we can process an exchange, credit, or refund.
Returns will be processed within 3-5 business days upon approval. We will send you a confirmation email once we process the return / issue a store credit.