RETURNS POLICY

Conditions of return

Please submit your return request within 14 days of receiving your order. Please note all return shipping costs need to be covered by the customer except in cases where the item is confirmed to be faulty by our team. Returns for store credits must be shipped within 7 days from date of approval. If you receive a faulty garment, please reach out to our customer service team within 7 days of receiving the item to organise a return.

We recommend obtaining tracking on your return parcel, as Luna Lane is not responsible if your return goes missing in delivery.

For any further clarification please email us at: hello@lunaln.com and we will answer any further queries.

We do not accept returns on the following:

- Items marked as Sale

- Headwear

 All products must be returned in the following condition

- Unworn

- Tags attached

- In original packaging

- Free from any scent

- Without makeup or fake tan marks

- Swimwear is to be tried on wearing undergarments and the protective hygiene sticker must remain intact. Returns will not be accepted if the hygiene sticker has been removed or altered.

- Returns must be accompanied by your original return slip or a note including your name and order number. Without this information we cannot identify returns. A 10% fee will be charged if this is not included.

If the returned garment/s do not match the above condition we will contact you to provide further details.

LUNA LANE reserves the right to reject any return if the garment has been returned back to us not in its original condition. Any garment/s returned to us that have been worn, soiled or damaged in any way or form will be rejected of a store credit.

You will be given the option to pay for the goods to be returned back to you. If we do not receive a response within 7 business days then they will be donated.

EXCHANGES

Due to a high turnover of stock, we do not offer exchanges at this time. If you have purchased an item but want a different size or colour we recommend:

1. Lodge your return online using the link above.

2. Email hello@lunaln.com to see if an exchange is possible.

3. Return item in original condition. Credit note will be issued via email.

4. Use credit note to re-purchase the item. Welcome discount codes can only be used for first time orders, they can not be applied to an order again after first time purchase.

Alternative Option:

Please note that items sell out quickly, so we cannot guarantee that the item you want will still be available by the time your return is processed. If you think an item may sell out we recommend you re-purchase the item before returning your order and notify Luna Lane via email. Once the return has been received, we will issue you a refund for the original item. Refunds are only offered in this instance, where a re-purchase has been made. Please ensure you include a note with a request for a refund due to the new item being purchased.

FAULTS

We encourage you to check over all items upon arrival as we need to know of any faults within 7 days of receiving your order. If an item arrives in a faulty condition, we kindly ask for you to notify us via hello@lunaln.com where upon inspection we will take the appropriate measures of either a refund or replacement. 

 

Please allow 48 hours for customer support to reply via email.