Refund Policy

1. The short version

• Anything unopened and unused can be returned for a refund within 30 days of delivery.
• A complexion shade that turned out wrong can be exchanged once per order within 45 days, even lightly used. That is the Shade Promise.
• An opened lip, eye or liquid product cannot be returned, unless it arrived damaged, defective or wrong, or caused a reaction.
• The returns portal issues a prepaid label. You do not need the original box, and there is no restocking fee.
• An unshipped order can be canceled within 48 hours of placing it.
• Brushes, the lash curler, the Velvet Verse case, the Build-a-Palette and the refillable compacts are covered by a 1-year warranty.

2. Returns

Lucerna accepts returns for a refund within 30 days of delivery on anything unopened and unused. Returns run through the returns portal: enter your order number and email, select the item and the reason, and the portal approves the return, issues the label and processes the refund.

• Original packaging is not required. Any box or padded mailer that holds the product safely is fine.
• There is no restocking fee.
• When the fault is ours, a wrong, damaged or defective item, the return label is on Lucerna. If the portal ever asks you to pay for a label in one of those cases, write to us and our returns team will correct it.
• A refund on a return requires the item to be sent back.
• The return reasons in the portal are: wrong item, arrived damaged, faulty, changed my mind, and a Shade Promise exchange.
• Gift sets come back unopened and whole.
• An Auto-Replenish delivery you did not want is sent back sealed through the portal within the same 30 days.
• If you bought a product on a wrong answer from us, our returns team accepts it back with the label on Lucerna, even opened.

3. Used makeup and the hygiene rule

Makeup that has been used is a hygiene matter. An opened complexion product is covered by the Shade Promise as an exchange. An opened lip, eye or liquid product, such as a lipstick, a gloss, a mascara or a liner, cannot be returned.

There are four exceptions, and they apply to every product: an item that arrived damaged, an item that is defective, an item that is not what you ordered, and an item that caused a reaction. A product that caused a reaction is refundable even if it was opened, after the report has gone to our product safety team.

4. The Shade Promise

Within 45 days of delivery, you can exchange a complexion product, meaning foundation, concealer, skin tint, setting powder or bronzer, for another shade of the same product, even if it has been swatched or worn lightly. It is one free exchange per order, with the label on Lucerna. It starts in the returns portal: choose Shade Promise exchange and pick the new shade.

A second exchange on the same order, or an exchange into a different product at another price, is settled in the portal like any exchange: if the new item costs more, the portal collects the difference; if it costs less, the difference is returned to you. Anything the portal cannot take goes to our returns team.

5. Holiday orders

Orders placed from November 1 can be returned until January 31.

6. Returns past the window

After the window you can still submit a review request in the returns portal, and our returns team decides each one. We would rather be honest than encouraging: late returns are rarely approved.

7. Refunds

A refund on a returned item is issued once the item is back with us and checked. Whenever a refund is on the table you may choose store credit instead; store credit does not expire, and the choice is always yours.

We tell you when a refund has been issued. When it appears on your statement depends on your bank, and we do not promise a date on the bank's behalf.

8. Damaged, wrong, missing and defective items

9. Cancellations

An order can be canceled for a full refund to the original payment method while it is unfulfilled and within 48 hours of placing it. You can cancel it yourself on the order editing page. A pre-order line can be canceled on its own until it ships, and the charge for it is refunded.

Once an order has shipped it cannot be canceled as such: you can refuse the delivery or start a return. When part of an order has shipped and part has not, our team handles the split.

10. Tools and cases warranty

The warranty covers the hardware Lucerna means to be kept: brushes that shed, the lash curler's hinge and spring, the Velvet Verse case, the Build-a-Palette and the refillable compacts, failing under normal use within 1 year of delivery. Claims are filed on the warranty page with a photo, and our warranty team reviews each one and sends the replacement.

The warranty does not cover the makeup itself, which is a return, an arrival problem or a safety matter, nor sponges and curler pads, which are meant to be replaced.

11. What cannot be returned

• Opened lip, eye and liquid products, subject to the exceptions in section 3.
• Gift cards.
• Products bought from a stockist: those go back to the stockist.
• Wholesale orders, which follow the terms of the wholesale account.

12. Demonstration store

This is a demonstration store operated by Razviel, and no orders are processed. This policy describes how the Lucerna store would operate; no return, exchange, refund or claim can be made here.

13. Contact

Questions about a return or a refund: the chat button on any page, or the form on our Contact page.