Refund policy
DESILUNE PARIS — Returns & Breakage Policy
Last updated: 25 September 2026
At DESILUNE, we want every order to arrive and be enjoyed exactly as intended. Because our products include delicate glassware, we have created a return and breakage policy designed to make the process as clear and straightforward as possible.
30-Day Returns
DESILUNE offers a voluntary 30-day return period for eligible change-of-mind returns.
You may request a return within 30 days of receiving your order.
For returns made under our voluntary 30-day policy, and outside any mandatory statutory return rights that may apply to you, the product must be:
-
unused;
-
in its original condition;
-
complete;
-
returned with any accessories supplied with it; and
-
where reasonably possible, in its original protective packaging.
Proof of purchase or your DESILUNE order number is required.
To request a return, contact us at denise@desilune.com.
Please do not return an item before your return request has been approved.
Once your return has been accepted, we will provide the appropriate return instructions and return address.
Do not send a return to the address shown on the original parcel unless DESILUNE specifically instructs you to do so.
Return Shipping
For ordinary change-of-mind returns under the voluntary DESILUNE return policy, return shipping costs are generally the responsibility of the customer, except where applicable law requires otherwise or DESILUNE agrees to cover them.
We recommend using a tracked shipping service and retaining proof of postage until your return has been completed.
DESILUNE does not automatically provide a prepaid return label for change-of-mind returns.
Where a prepaid label is appropriate, available or legally required, we will provide one as part of the return instructions.
Damaged or Broken on Arrival
Your glassware should arrive in the condition in which it was intended to be enjoyed.
If your order arrives broken, damaged or otherwise affected during transit, please contact us as soon as reasonably possible at denise@desilune.com.
For transit damage, contacting us within 48 hours where possible helps us investigate the shipment promptly. This request does not limit any statutory consumer rights you may have.
Please include:
-
your order number;
-
clear photographs of the damaged or broken item;
-
photographs of the internal protective packaging;
-
photographs of the outer shipping box; and
-
where possible, a photograph of the shipping label.
Please keep the damaged item and its packaging until we confirm that your claim has been reviewed.
For safety reasons, do not ship broken glass back to us unless we specifically ask you to do so.
Once we have reviewed the issue, we will provide the remedy appropriate to the circumstances and applicable law, which may include a replacement, refund or another legally available remedy.
In many cases, clearly documented glassware that has been broken in transit will not need to be physically returned.
Faulty, Defective or Incorrect Products
If you receive an incorrect product, or believe your product is defective or does not conform to its description, please contact us at denise@desilune.com.
DESILUNE will assess the issue and provide the remedy required under applicable consumer protection law.
If we require a confirmed faulty, defective or incorrect product to be returned, DESILUNE will cover or reimburse reasonable return shipping costs where required by applicable law.
Our voluntary 30-day return policy does not limit the longer statutory rights that may apply to faulty, defective, damaged, unsafe, misdescribed or non-conforming products.
Accidental Damage After Delivery
Glassware is inherently breakable.
Our damaged-on-arrival policy does not cover damage caused after successful delivery by accidental breakage, misuse, improper handling, failure to follow applicable care instructions, or other damage caused by the customer.
This does not affect any legal rights relating to an inherent defect or lack of conformity that existed when the product was supplied.
Exchanges
For ordinary change-of-mind returns, DESILUNE does not currently operate a direct exchange service.
If you would like a different product, you may return the eligible original item and place a new order.
This does not affect any statutory right you may have to a replacement where a product is faulty, defective, damaged, incorrect or otherwise non-conforming.
Personalized or Made-to-Order Products
If DESILUNE offers personalized, engraved or clearly made-to-order products, these products may not be eligible for change-of-mind returns where permitted by applicable law.
This exclusion does not apply where the item is defective, damaged, incorrect or where applicable law provides otherwise.
European Union Customers
Customers in the European Union have statutory consumer rights in addition to the voluntary DESILUNE 30-day return policy.
EU Right of Withdrawal
For eligible online purchases, EU consumers generally have the legal right to withdraw from the purchase within 14 days of receiving the goods, without providing a reason.
The statutory 14-day withdrawal right exists independently of DESILUNE's voluntary 30-day policy.
During the statutory withdrawal period, consumers may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics and functioning, in a similar way to what would normally be possible in a physical shop.
If the product has been handled beyond what is reasonably necessary, we may be entitled to account for any resulting reduction in value where permitted by law.
After notifying us of withdrawal, the goods must be returned within the applicable statutory return period.
For a statutory change-of-mind withdrawal, the customer is responsible for the direct cost of returning the goods unless DESILUNE has agreed to bear that cost or applicable law requires otherwise.
EU Refunds Following Withdrawal
Where the statutory EU right of withdrawal applies, DESILUNE will reimburse payments as required by applicable law, including the cost of standard outbound delivery where such delivery was separately charged.
We are not required to reimburse additional delivery costs resulting from the customer's choice of a more expensive delivery method than our standard delivery service.
We may withhold reimbursement until the goods have been returned or the customer provides evidence that they have sent the goods back, where permitted by law.
Refunds will be made to the original payment method unless another method is expressly agreed.
EU Faulty or Non-Conforming Goods
The voluntary 30-day DESILUNE return period does not replace or reduce the legal guarantee applicable to consumer goods sold in the European Union.
EU consumers benefit from statutory remedies for goods that are faulty or do not conform to the contract, subject to the law applicable in their country.
These rights may extend significantly beyond 30 days.
United Kingdom Customers
UK customers purchasing online generally have the right to notify us that they wish to cancel an eligible order within 14 days after receiving it.
After notifying us, the customer generally has a further 14 days to return the goods.
Where the UK statutory cancellation right applies, DESILUNE will issue the required refund within the legally applicable period.
If standard outbound delivery was charged, the standard delivery cost will also be refunded where required by law. Additional costs for a more expensive delivery service selected by the customer do not need to be refunded beyond the cost of standard delivery.
Customers may reasonably inspect goods in a similar manner to what they could do in a shop. Where goods have been handled beyond what is necessary, a reduction in refund may apply where permitted by law.
UK consumers also have separate rights where goods are faulty, including the statutory short-term right to reject qualifying faulty goods within the applicable period.
The DESILUNE 30-day voluntary return policy does not restrict these rights.
United States Customers
DESILUNE voluntarily provides eligible customers in the United States with the 30-day change-of-mind return policydescribed above.
Nothing in this policy limits any mandatory rights available under applicable federal or state law.
Where an order cannot be shipped within a promised or applicable shipping period, DESILUNE will handle delays, cancellations and refunds in accordance with applicable US law.
Canadian Customers
DESILUNE voluntarily provides eligible Canadian customers with the 30-day change-of-mind return policy described above.
Consumer protection laws may vary between Canadian provinces and territories.
Nothing in this policy excludes or limits any mandatory rights relating to defective products, non-delivery, misrepresentation, online sales contracts or other rights available under applicable federal, provincial or territorial law.
Where local law provides a consumer with rights more favourable than this voluntary policy, those rights will apply.
Australian Customers
Our products come with rights and guarantees that cannot be excluded under the Australian Consumer Law where that law applies.
The voluntary DESILUNE 30-day change-of-mind policy is additional to those rights.
A customer is not required to rely on the DESILUNE 30-day policy when a product fails to comply with an applicable consumer guarantee.
Depending on the nature and seriousness of the problem, Australian consumers may be entitled to a repair, replacement, refund or other remedy under Australian Consumer Law.
If a customer incurs reasonable return costs for a product that is subsequently confirmed to have a problem covered by Australian Consumer Law, DESILUNE will reimburse those reasonable costs as required by law.
Sale and Promotional Items
Discounts or promotional pricing do not remove statutory consumer rights.
Where applicable law provides a right of withdrawal, refund or remedy for an item purchased on sale, that right continues to apply.
DESILUNE may apply different conditions to the voluntary extension of its return policy beyond mandatory statutory periods, provided those conditions do not restrict rights granted by law.
Refund Processing
Once an eligible voluntary return is received and inspected, we aim to process the refund promptly.
Approved refunds will normally be returned to the original payment method.
Depending on your bank, card issuer or payment provider, additional processing time may be required before the refund appears in your account.
Where applicable law provides a specific refund deadline, that statutory deadline takes precedence over any processing estimate stated by DESILUNE.
Orders Lost or Not Delivered
If your order has not arrived within the expected delivery window, please contact us at denise@desilune.com.
We will investigate the shipment and, where applicable, arrange the appropriate remedy.
DESILUNE does not require customers to accept an indefinite delivery delay where applicable law provides a right to cancel or receive a refund.
How to Request a Return
Please contact:
denise@desilune.com
and include:
Subject: Return Request — Order [your order number]
Please provide:
-
your name;
-
order number;
-
item you wish to return;
-
reason for the return, if applicable; and
-
photographs where the item is damaged, broken, defective or incorrect.