Return & Refund Policy
Return & Refund Policy Lunelle Amsterdam
Last updated: February 09, 2026
This return and refund policy explains how you can return items and receive a refund when you place an order with Lunelle Amsterdam.
1. Contact and Scope
If you have any questions about returns or refunds, you can contact us:
Email: klantenservice@lunelleamsterdam.nl
Phone: +31 6 1243 6542
Support hours: Monday to Friday, 09:00 – 17:00
Address: Thoornpolder 28, 2134WN Hoofddorp, Netherlands (not a return address)
Company name: Blanck Ecom
Chamber of Commerce number: 93205554
VAT number: NL005005382B84
This policy applies to all purchases you make as a consumer through our website lunelle-amsterdam.nl.
2. Policy Summary
- Return period: You can request a return within 30 days of the date you received your order.
- Return processing time: We will review your return within 7 business days after we receive the returned item.
- Refund processing time: Refunds are processed within 10 business days of return approval.
- Return costs: The costs for returning the item are borne by the customer.
This policy is in addition to your statutory rights as a consumer under Dutch and European consumer law (such as the right to withdraw from an online purchase within 14 days).
3. Cancelling your order
You can cancel your order free of charge as long as it has not yet been processed or shipped by contacting our customer service as soon as possible.
If your order has already been shipped, you can still return the items after receipt within the 30-day return period according to the procedure below.
If you wish to exercise your statutory right of withdrawal, you must clearly inform us within 30 days of receipt of your order that you wish to terminate the agreement (e.g., by email). You can then return the products within a reasonable period.
4. Return conditions
We accept returns under the following conditions:
Period
Items can be returned within 30 days of the day on which you (or a third party designated by you who is not the carrier) received the order.
Condition of the item
- Items must be unused, in original condition, and with all labels and hangtags still attached.
- Products should, if reasonably possible, be returned in their original packaging.
Proof of purchase
An order number, invoice, or other proof of purchase is required to process a return.
Exceptions
The following items generally cannot be returned, unless they are defective or incorrectly delivered:
- Hygiene-sensitive products (e.g., certain underwear or products worn directly on the skin), once the seal has been broken or the product has clearly been used.
- Personalized or custom-made items.
Refusal of returns
We reserve the right to refuse returns that:
- fall outside the 30-day return period;
- are returned in a clearly used, damaged, or incomplete condition;
- do not comply with the above conditions, unless your legal rights state otherwise.
5. How to return an item?
Follow the steps below to return an item:
Step 1 – Contact customer service
Send an email to klantenservice@lunelleamsterdam.nl with:
- your name and address;
- your order number;
- the item(s) you wish to return;
- reason for return (optional, but helps us improve);
- photos if the item is damaged or defective.
Step 2 – Receive return instructions
Our team will send you:
- the return instructions;
- if applicable, a return number or reference that you must include with the shipment.
Return address:
KiKi + win-winfulfillment
CHN SNG092711, No. 160 Nijiayan Road
Jiangbei District, Ningbo, Zhejiang, 315000, China
Please note: Do not return items without first contacting our customer service and receiving the return instructions.
Step 3 – Package the item
Carefully place the item in its original packaging (if possible) with all labels still attached.
Include your order details and, if received, the return number in the package.
Step 4 – Ship the package
Ship the package using a tracked/traceable shipping method.
Always keep proof of shipment and, if applicable, the track and trace number until your return has been fully processed.
The return costs are at your expense, unless it concerns an incorrectly delivered, damaged or defective item. In that case, we will reimburse the reasonable return costs or you will receive a shipping label (if offered).
Because returns are sent to our international fulfillment center, international shipping costs may apply.
6. Return assessment and refund
Inspection
Once we have received your return, we will inspect the item within 7 business days for:
- condition (unused, undamaged);
- completeness (original labels, accessories);
- compliance with the return conditions.
You will receive an email notification whether your return has been approved or rejected (with explanation).
Refund
Approved refunds will be processed within 10 business days of approval.
Refunds will generally be made using the same payment method used for the original purchase, unless otherwise agreed.
Any original shipping costs will be refunded if you return the entire order, depending on the circumstances and legal regulations.
Processing time at bank/payment provider
Please note that your bank or payment provider may require additional time before the refund is visible on your account or card.
Have you not received a refund after the stated periods?
- First check your bank account or credit card statement.
- Contact your bank or card issuer.
- Then contact our customer service if the problem persists.
7. Exchanges
Defective or incorrect items
If you receive a defective, damaged, or incorrect item, please contact us within 30 days of delivery.
We will provide a suitable solution, which may include:
- exchanging the item free of charge;
- a new delivery;
- or a refund.
In these cases, we will reimburse the reasonable return costs or, if possible, provide a shipping label.
Size exchange
Exchanges are possible.
If you accidentally ordered the wrong size yourself, you can choose from two options.
Option 1: return and reorder
You return the received item according to this return policy. Afterwards, you can place a new order for the desired size yourself.
Upon a valid return, you will receive the refund you are entitled to.
Option 2: new item for a reduced purchase amount
You can voluntarily make use of our size service.
For a reduced amount, you will receive the same product again in a different available size. You do not have to return the original item.
The size service is only possible:
- for the same product;
- in a different available size;
- after our customer service has confirmed the request;
- and in principle once per ordered item.
The amount is a contribution to the processing and shipping of the new product.
Please contact us at klantenservice@lunelleamsterdam.nl and state:
- your order number;
- the item in question;
- the size received;
- and the desired size.
The size service is entirely voluntary. You are not obliged to use it. You always retain the right to return the original item according to this return policy.
The size service cannot be exchanged for cash and does not automatically apply to another product, model, or color.
Wrong size delivered by Lunelle Amsterdam
If you ordered the correct size yourself, but we delivered a different size, we will resolve this free of charge.
In that case, you do not have to pay €15. Contact us and send a photo of the received size label.
8. Damage, defects and special situations
Damaged or defective items
If your order arrives damaged or defective, please contact us preferably within 48 hours of receipt.
Please send photos of:
- the product;
- the damage;
- the packaging and shipping label.
We will assess the situation and offer a suitable solution (replacement, repair if possible, or refund).
Missing package
If your package does not arrive within the expected delivery time, please contact us.
We will initiate an investigation with the carrier.
If the package is confirmed lost, we will arrange for a replacement shipment or a refund.
9. Deadlines at a glance
- Time to initiate a return: within 30 days of receiving your order.
- Time to inspect returns: within 7 business days of receiving the returned items.
- Time to process refunds: within 10 business days of return approval.
Address: Thoornpolder 28, 2134WN Hoofddorp, Netherlands (not a return address)
Company name: Blanck Ecom
Chamber of Commerce number: 93205554
VAT number: NL005005382B84