RETURNS POLICY
Return Request
Need to make a return? Please use our Return Portal
If you are not happy with your purchase, full priced items can be returned for a Store Credit, as we don’t offer refunds. The Store Credits are valid for 3 years from issue date.
If you receive an incorrect or faulty item, please contact our customer service team at hello@lunaln.com.
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 - This includes products on temporary promotion that have been discounted for 20% off or more.
- 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
If you would like to exchange an item for a different size or style, you have two easy options:
Option 1: Re-purchase now
You can purchase the new size or item you’d like straight away, and then send your original item back for a refund once it’s returned and processed.
We recommend this option if you’re worried that the size or style you want may sell out while your return is on its way back to us.
There is an exchange option available in our returns portal.
Option 2: Return for a store credit
You can return your original item for a store credit and then use that credit to purchase the new size or style once your return has been processed. Please use the Credit Note option.
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.