Citrino

Return Policy Summary

• 7-Day Returns & Exchanges: You may request a return or exchange within 7 days of receiving your item. This applies whether it's an incorrect size, a damaged product, or you've simply changed your mind (covered by our 7-day satisfaction guarantee).
• Return Conditions: Items must be unused. Items returned in their original, unopened packaging are preferred.
• How to Initiate a Return: Please send an email to lunaprayer@outlook.com to request a return. We will respond with the return address within 24-48 hours.
• Refunds & Exchanges: Once we receive the returned item, we will process your refund or exchange. Refunds are typically issued 1-2 days after we receive the item (please note that credit card refunds may take an additional 5 business days to reflect in your account). We issue refunds via credit card and PayPal.
• Return Shipping Costs: You are responsible for covering the shipping costs if you wish to return an item to us. We highly recommend using a shipping service with tracking.
• Order Cancellations: If you need to cancel an order (e.g., ordered by accident or changed your mind), please contact us as soon as possible. If the order has not yet been shipped, we will cancel it immediately and issue a full refund.
• Notification Window: For all returns and exchanges, please inform us within 7 days of delivery to help minimize issues like lost packages.

Shipping Policy Summary

• Global Shipping: We ship to almost every country in the world, with the exception of Cuba, Iran, Sudan, and Syria, due to shipping restrictions. For other countries affected by sanctions, please contact us at lunaprayer@outlook.com to confirm if shipping is possible before placing your order.
• Shipping Costs: We offer a flat shipping rate of $6 worldwide. Orders over $50 qualify for free shipping! Keep an eye out for site-wide free shipping promotions during our sale seasons.
• Estimated Delivery Times:
  • Your total delivery time = Processing Time (2-5 business days) + Shipping Time. (This does not include potential customs delays, weekends, public holidays, or other unforeseen circumstances.)
  • Processing Time: 2-5 business days.
  • Standard Shipping Time: 10-20 business days.
  • Please Note: For orders to South America and the Russian Federation, shipping may take longer than 1 month due to transport and customs procedures.
• Order Tracking: Once your order is shipped, we will send you an email containing your tracking information. Please allow 1-2 business days for the tracking details to become active.
• Package Not Received? If your package has not arrived 30 days after it was shipped, please contact us immediately at lunaprayer.com@outlook.com. We will arrange for a reshipment or issue a full refund.
• Our Unique Shipping & Monitoring Process: To ensure quality, your order is shipped from Tibet to our dedicated service center for thorough quality checks. After passing inspection, it is then shipped to your location. You will receive email updates regarding these two stages of delivery.