退换货政策Returns & Exchanges
我们希望您每一次拆开 ELUNA 包装都像一个礼物。但我们也理解，有时候"心动的瞬间"和"穿上身的体验"会有落差。所以，我们设立了 30 天内无理由退换。 We hope every ELUNA parcel feels like a gift. But we also understand that "the moment of heart" and "the feeling of wearing" can differ. So we've set a 30-day, no-questions-asked return window.
您能享受这项服务What You're Covered For
- ✅ 所有通过 eluna.com 官网下单的全球顾客✅ All orders placed at eluna.com worldwide
- ✅ 自签收之日起 30 天内✅ Within 30 days from the date of delivery
- ✅ 未穿着、未洗涤、原吊牌完整✅ Unworn, unwashed, with all original tags attached
- ✅ 订单超过 USD $200 的退换，我们提供预付运单✅ Prepaid return labels provided for orders over USD $200
不能退换的情况What We Cannot Accept
- ❌ 已被穿着、洗涤或修改过的衣物❌ Pieces that have been worn, washed or altered
- ❌ 已摘掉吊牌或包装的款式❌ Items with tags or packaging removed
- ❌ 化妆品、内衣、配饰类商品❌ Cosmetics, intimates and accessories (final sale)
- ❌ 「最终折扣」标识 (Final Sale) 的商品❌ Items marked "Final Sale" at purchase
退换操作流程How to Return (Step by Step)
提交申请Submit Your Request
登录您的 ELUNA 账户，进入"我的订单"→ 选择对应订单→ 提交退换申请。无需多说理由。Sign in to your ELUNA account, find the order, click "Request Return." No reason needed.
客服确认We Confirm in 24h
我们的客服会在 24 小时内回复您，并发送预付运单 (海外) 或当地寄回地址 (中国香港/台湾)。Our concierge confirms within 24 hours and emails you a prepaid label (international) or local return address (HK/TW).
寄回商品Ship It Back
使用我们提供的运单寄回我们的中国深圳仓或米兰仓。请保持原包装完整。Use the prepaid label to ship back to our Shenzhen or Milan hub. Please keep original packaging intact.
退款到账Refund Issued
我们收到并质检后立即退款，原路返回至原支付账户，5-10 个工作日内到账。Once received and inspected, your refund is issued immediately to the original payment method — typically within 5–10 business days.
物流配送Shipping & Delivery
所有 ELUNA 订单均采用 DDP (Delivered Duty Paid) 模式 —— 即关税已含，到手无任何额外费用。同时，超过免邮门槛的订单全球包邮。 Every ELUNA order ships DDP (Delivered Duty Paid) — duties are included, and no surprise fees arrive at your door. Orders above the threshold ship free worldwide.
| 目的地Destination | 配送时效Transit Time | 运费Shipping Cost |
|---|---|---|
| 美国 / 加拿大USA / Canada | 5–9 个工作日business days | DDP满 $150 免邮Free over $150 |
| 欧盟 / 英国EU / United Kingdom | 6–11 个工作日business days | DDP满 €150 免邮Free over €150 |
| 澳大利亚 / 新西兰Australia / New Zealand | 7–12 个工作日business days | DDP满 AUD $200 免邮Free over AUD $200 |
| 亚洲 (HK/MO/TW/JP/KR/SEA)Asia (HK / MO / TW / JP / KR / SEA) | 3–7 个工作日business days | DDP满 USD $150 免邮Free over USD $150 |
| 其他地区Rest of World | 请联系客服Contact us | 请联系客服Contact us |
物流承运商Our Carriers
我们与 DHL Express、UPS、SF Express 国际和香港邮政长期合作，根据目的地自动选择最具性价比的物流方案。 We partner with DHL Express, UPS, SF International and Hong Kong Post — selecting the most reliable carrier per destination automatically.
订单追踪Tracking Your Order
发货后您会收到含追踪链接的邮件。我们也会在物流异常时主动通知您 (例如清关延迟、地址错误)。 A tracking link is emailed to you the moment your order ships. We'll also proactively notify you of any exceptions (customs delays, address issues).
支付方式Payment Methods
我们支持所有海外主流支付方式，并由 Shopify Payments 提供 PCI-DSS Level 1 安全保障。 We accept all major global payment methods, secured by Shopify Payments under PCI-DSS Level 1.
信用卡Credit & Debit Card
Visa / Mastercard / American Express / JCB / Discover — 3D-Secure 认证。Visa / Mastercard / Amex / JCB / Discover — all secured with 3D-Secure.
PayPal
全球 4 亿用户的信赖之选。支持 PayPal Pay in 4 分期。Trusted by 400M+ users globally. Pay-in-4 installments supported.
Shop Pay
Shopify 官方一键下单，加密保存支付信息。Shopify's one-tap checkout. Saves your details securely.
分期支付Installments
Afterpay (美国/澳洲) + Klarna (欧洲) — 4 期免息分期。Afterpay (US/AU) + Klarna (EU) — 4 interest-free installments.
本地支付Local Wallets
Apple Pay / Google Pay — 移动端一键支付，无需输入卡号。Apple Pay / Google Pay — one-tap on mobile, no card entry.
汇率保证Currency Lock
支持 USD/EUR/GBP/AUD/JPY/CNY 等 130+ 货币自动结算。Auto-conversion across 130+ currencies: USD, EUR, GBP, AUD, JPY, CNY…
隐私政策Privacy Policy
ELUNA 严格遵守 GDPR (欧盟通用数据保护条例) 和 CCPA (加州消费者隐私法案)。我们承诺以最少的必要数据，为您提供最好的服务。 ELUNA complies fully with GDPR and CCPA. We commit to using the minimum data necessary to deliver the best experience.
我们收集的数据What We Collect
- 📦 订单信息：收件地址、姓名、电话 (仅用于发货)📦 Order info: shipping address, name, phone (used only to ship)
- 💳 支付信息：由 Shopify Payments 加密保存，我们不接触您的卡号💳 Payment info: tokenized & encrypted by Shopify Payments — we never see your card number
- 📧 邮箱地址 (如果您订阅了我们的邮件列表)📧 Email (only if you opt into our newsletter)
- 🍪 网站浏览数据 (用于优化体验，匿名化)🍪 Anonymized browsing data (used to improve your experience)
我们不会做的事What We Don't Do
- 🚫 向第三方出售您的个人信息🚫 Sell your personal data to third parties. Ever.
- 🚫 与广告商共享您的购买记录🚫 Share your purchase history with advertisers
- 🚫 未经许可向您发送推广邮件🚫 Email you marketing without your consent
您的权利Your Rights
您可以随时通过登录账户查看、修改、下载或彻底删除您的个人数据。如需帮助请发送邮件至 privacy@eluna.com，我们会在 7 个工作日内完成您的请求。 At any time, you may access, edit, export or completely delete your personal data from your account. Email privacy@eluna.com — we'll fulfill any data request within 7 business days.
服务条款Terms of Service
通过使用 eluna.com 即代表您同意以下条款。请在使用我们的服务前仔细阅读。 By using eluna.com, you agree to the terms below. Please read carefully before shopping with us.
- 您承诺所提供的订单信息真实有效。You confirm that all order information provided is true and accurate.
- 价格以您下单时显示为准；如有明显错误，我们保留更正权利。Prices are as displayed at the time of your order; we reserve the right to correct obvious errors.
- 商品所有权与风险在您签收时转移至您；丢失由承运商负责。Title and risk pass to you upon delivery; loss during transit is the carrier's responsibility.
- 本条款适用中国香港法律；如有争议，优先友好协商。These terms are governed by Hong Kong law; disputes are to be resolved amicably in the first instance.
常见问题Frequently Asked
❓ 我下单后多久能收到？❓ When will my order arrive?
美国/加拿大 5-9 个工作日；欧盟/英国 6-11 个工作日；亚洲 3-7 个工作日。下单后 24 小时内发货，周末订单顺延至周一。 USA/Canada 5–9 business days; EU/UK 6–11 days; Asia 3–7 days. Orders ship within 24 hours (weekend orders ship Monday).
❓ 关税是真的包含吗？真的没有额外费用？❓ Are duties really included? Will there be any surprise fees?
是的。所有 ELUNA 订单采用 DDP (Delivered Duty Paid) 模式，关税已含——您只需要支付页面显示的价格。快递员不会问您要任何附加费用。 Yes. Every ELUNA order ships DDP (Delivered Duty Paid) — duties are prepaid. You pay exactly what the page shows. No additional fees at your door.
❓ 我可以修改或取消订单吗？❓ Can I modify or cancel my order?
订单提交后 2 小时内可以修改或取消，超过 2 小时已进入打包流程，请联系 hello@eluna.com 协助处理。 Within 2 hours of placing your order, you can modify or cancel. After 2 hours (packing has begun), email hello@eluna.com and we'll do our best.
❓ 尺码不合适可以换吗？❓ What if the size isn't right?
完全可以。您可以在 30 天内申请换码，且免运费 (我们承担来回的物流费用)。新尺码有货的情况下立即发货。 Absolutely. Request a size exchange within 30 days. We cover the shipping both ways — and ship your new size as soon as it's available.
❓ 我可以批发下单吗？❓ Do you offer wholesale?
欢迎。我们与全球精品买手店合作，最低起订 30 件/款。请邮件至 wholesale@eluna.com 索取 2026 Lookbook。Yes. We partner with global boutiques — minimum 30 pieces per style. Email wholesale@eluna.com to request our 2026 Lookbook.
❓ 我的数据安全吗？❓ Is my data safe with you?
您的所有数据都受 Shopify PCI-DSS Level 1 加密保护。我们永远不会出售您的数据。请详见《隐私政策》。 All data is encrypted under Shopify's PCI-DSS Level 1 compliance. We never sell your data. See our Privacy Policy for details.