Frequently Asked Questions
Casa Luna was created for those who never felt fully at home in their body or in the world around them. It is a space where clothing does not ask you to change, but meets you where you are. Designed in Los Angeles and handmade in Peru, each piece is made in small batches with care, intention, and feminine lineage.
Shipping Information
Casa Luna ships from Los Angeles, our current shipping rates are:
USA:Â $10 flat rate
International:Â $30 flat rate
Free U.S. shipping on orders over $200
Shipping fees do not include duties, customs fees, import taxes, or any additional charges required by your country.
All online orders are fulfilled from Los Angeles, California.
Once your order has been processed, We will generate the shipping label and tracking information through the selected carrier.
Yes. Casa Luna offers international shipping.
Available shipping destinations may depend on carrier availability at checkout. International customers are responsible for any duties, taxes, customs fees, import charges, or handling fees required by their country.
Orders are processed before being handed to the carrier. Once shipped, you will receive a confirmation email with your tracking number.
Estimated delivery times depend on the destination and carrier selected. U.S. orders typically arrive faster than international orders.
Please note that delivery estimates do not include possible customs delays, weather delays, carrier delays, or address verification issues.
We do not guarantee delivery dates unless a guaranteed shipping service is selected and confirmed by the carrier.
If you need your order by a specific date, please contact us before placing your order at:
returns@casalunausa.com
We will do our best to advise, but Casa Luna cannot promise delivery by a specific date once the order is in the carrier’s hands.
You can add them as "Additional Information" at Checkout. Casa Luna may not be able to add door codes, drop-off notes, or special delivery instructions after the order has been shipped.
Signature requirements depend on the shipping service selected at checkout.
If a signature-required option is available and you choose it, the carrier will require someone at the delivery address to sign for the package.
If signature is not selected, the carrier may leave the package at the door, mailbox, reception area, or another location at their discretion.
Casa Luna is not responsible for lost or stolen packages after the carrier marks the order as delivered.
Your order may be delayed if the shipping address, email, phone number, or customs information is incorrect or incomplete.
Please make sure all checkout details are accurate before placing your order. If a package is returned to Casa Luna because of incorrect or missing address information, original shipping fees are non-refundable and additional shipping charges may apply to reship the order.
International orders may be subject to duties, taxes, import fees, or customs charges. These fees are not included in Casa Luna’s shipping rates and are the responsibility of the customer.
Casa Luna cannot determine the exact amount in advance. Please check your country’s customs authority for more information.
If a customer refuses a package because of duties, taxes, or customs fees, any return shipping costs or fees charged to Casa Luna may be deducted from the refund.
If your package is returned because of an incorrect address, failed delivery attempt, unpaid customs fees, or refusal of delivery, we can only process next steps once the package has been returned to us.
Original shipping fees are non-refundable. Additional shipping costs may apply if you would like the order sent again.
Returns & Refunds
We hope you love your Casa Luna piece. If something is not quite the right size, fit, or feel, we accept return requests within 14 days from the date your order is received.
Casa Luna does not cover return shipping, customs fees, duties, or import charges. These costs are the responsibility of the customer.
To request a return, please email us at:
returns@casalunausa.com
Please include your order number, full name, reason for return, and tracking number if you are using your own courier.
Return Conditions
All items must be returned in their original new condition: unworn, unwashed, undamaged, unused, and with all original tags, labels, and packaging attached.
Items showing any signs of wear or damage will not be eligible for a refund. This includes, but is not limited to, snags, rips, tears, missing buttons or trims, perfume, sweat, smoke, deodorant, makeup stains, bodily fluids, or stains of any kind.
Casa Luna garments are delicate by nature. Please use care when trying on sheer fabrics, lace, tulle, chiffon, pearl details, and other fragile materials. We recommend removing jewelry and accessories before trying on your pieces to avoid snags or tears.
Non-Refundable Items
The following items are not eligible for refund, exchange, or store credit:
Final sale items
Items returned worn, washed, damaged, or without tags
Items with makeup, perfume, deodorant, smoke, sweat, or stains
Items returned incomplete or missing original packaging
Intimate items where hygiene protection has been removed or compromised
Custom, altered, or special-order pieces
For sanitary reasons, delicate intimate garments must be tried on over your own undergarments. If a protective slip, seal, or hygiene sticker is included, it must remain intact.
Sets & Bundles
Products sold as a set or bundle must be returned complete with all original pieces. We cannot issue a refund for partial set returns.
Quality Control
Once your return is received, it will go through quality control. This process may take up to 10 business days.
If your return is approved, your refund will be issued to the original payment method. Original shipping costs, customs fees, duties, and return shipping costs are non-refundable.
If an item is returned in unsuitable condition, it will not be eligible for a refund and may be returned to the customer at the customer’s expense.
International Returns
For international returns, please clearly mark the package as:
Returned merchandise, no commercial value
Casa Luna is not responsible for customs charges, duties, taxes, or import fees incurred on returned packages. Any fees charged to Casa Luna may be deducted from your refund.
Order Cancellations
If you need to cancel or amend an order, please contact us as soon as possible at:
returns@casalunausa.com
If your order has not yet been processed or dispatched, we will do our best to help. Once an order has been shipped, we are unable to cancel or modify it.
If you refuse delivery or return an international order due to customs fees, we can only issue a refund once the package has been delivered back to us. Any customs, duties, import charges, or return fees incurred will be deducted from the refund amount.