RETURNS POLICY
Need to make a return? Please use our Return Portal
We hope you love your Luna Lane pieces. If for any reason you need to return an item, please read the information below carefully.
Returns & Refunds
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Returns are accepted for a full refund on full price items only, provided items are returned within 14 days of receiving your order.
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All returns must be lodged via our returns portal using the link provided on our website.
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Once your return has been received and approved, refunds will be processed back to the original payment method within 3–7 business days.
- Returns that do not meet our return requirements may incur a 10% restocking fee. This includes, but is not limited to, returns received without the required identifying information (such as your name and order number), missing documentation, or returns that do not comply with the instructions provided in your return approval email. This fee covers the additional time and administration required to manually identify and process the return.
Exchanges
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Unfortunately, we are unable to offer traditional exchanges.
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If you would like a different size or style, please return your item for a refund and place a new order via our website.
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You’re welcome to place your new order straight away, or wait until your refund has been processed — whichever suits you best.
Discount Codes
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If a discount code was used on your original order and you wish to return an item to purchase a different size, please note that discount codes cannot be applied twice and cannot be reissued.
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Any replacement order will need to be placed at the current retail price, so we recommend choosing sizes carefully before placing your order.
Return Shipping
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All return shipping costs are the responsibility of the customer.
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We strongly recommend using a tracked postal service to ensure your return arrives safely at our online department. Luna Lane cannot be held responsible for parcels lost in transit.
- Shipping fees are not refunded.
Final Sale Items
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Items marked as Sale are not eligible for return or refund and are considered final.
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Items purchased during a promotional or site wide sale offering a discount of 20% or more are also considered FINAL SALE. This applies whether the item was already reduced or the discount was applied at checkout using a promotional code or automatic discount.
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.
Faults
If you believe you have received a faulty garment, please contact our Customer Care team within 7 days of receiving your order and before the item is worn or washed. Please include your order number, a description of the issue and clear photographs showing the suspected fault so our team can assess it.
Faults must be reported as soon as they are identified. Items that have been worn, washed, altered or have been in your possession for an extended period before the issue is reported will not automatically be considered faulty.
Please allow 48 hours for customer support to reply via email.