RETURNS POLICY
- Unworn and unwashed with tags attached.
- Items must be in original packaging or alternative protective packaging. Items returned without a protective satchel covering them and put directly into post bag will not be accepted.
- 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.
- Items must be returned in a re-sellable condition.
- Free from makeup and fake tan.
- Free from any scent (including deodorant, perfume or washing powder).
- We do not offer refunds on change of mind purchases, incorrect size or faults made by the customer.
- For hygiene reasons, we are unable to accept returns on headwear, including hats.
FINAL SALE ITEMS
All products which are in our sale section are final sale and have a strict no returns policy. These items are not eligible for a return, exchange or refund. Items purchased using a discount code for 20% off or more are also final sale items.
CHANGE OF MIND
If you do have a change of mind or a sizing issue, you must lodge your return within 14 days of receiving your order. We will gladly accept your return in exchange for a credit note provided the item was purchased at full price, is unused, unwashed and with tags still attached. Luna Lane does not offer refunds. Once return has been approved your item must be shipped within 5 days.
Please note, should you wish to return your items, Luna Lane does not cover shipping costs. Please use the link above to create a return.
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.
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.