There may be times when you will need to return an item purchased from us. To start the return process for your order, please enter your email address or phone number and the order number below.
Winter Sale T&C's:
- Items are FINAL SALE - no returns or exchanges unless faulty (subject to stock availability)
- Sale is online only
- Orders cannot be altered after purchase
- Store credit codes cannot be used in conjunction with sale discount code ~ The value of your store credit code can be refunded after purchase.
Want to return your Lunalae piece? No problem!
At Lunalae we want to ensure you love the items you purchase. Which is why we do not offer refunds or exchanges for returns, instead we issue store credit. If you would like to get an item in another size, colour or style, simply send back the item for a store credit and place a new order.
Items are only eligible for a refund/replacement if they have been deemed as faulty by the Lunalae team.
We approve returns in exchange for store credit provided the items meet the following criteria:
1. The item is in perfect, new condition with no odours, stains or rips and has not been worn
2. The item has all tags attached and hygiene stickers in place
2. You received your order in the past 14 days
3. The item is NOT a final sale item. Any item purchased at a discount of 40% or above is automatically considered a final sale item.
4. A receipt or proof of purchase is available
Items will be processed in our system and relevant store credit will be generated only AFTER the return has been received back in our warehouse and all relevant checks have been conducted to ensure all return criteria have been met.
Lunalae reserves the right to reject returns that do not meet this criteria, and approval of returns can be subject to change at the discretion of the Lunalae team should the item not meet quality checks once received at our warehouse.
All items discounted by 40% or more, are automatically classified as final sale purchases. Final sale purchases are not eligible for returns unless they have been deemed as faulty by a Lunalae customer service representative.
In the case that an exchange has been granted for an exceptional case - please note that all exchanges are strictly dependent on stock levels.
Lunalae can not guarantee that the desired style, colour and size will be available at any given time.
Lunalae’s return address will be sent to you via email once your return has been approved!
The arrangement of return shipping is the responsibility of the customer. The customer must also ensure the item/s is returned to Lunalae within 30 days of original purchase
All customers are responsible for covering the cost of their return shipping.
Lunalae only covers return shipping in exceptional cases, wherein the item is checked, confirmed and approved as faulty by the Lunalae team PRIOR to being shipped back as a return.
For our local customers, we welcome you to pop into our showroom for in-person returns and exchanges. In-person appointments must be approved by a Lunalae customer service representative ahead of time & to ensure stock availability for exchanges.
If you have received a faulty item we want to hear about it!
Please email us at: firstname.lastname@example.org so we can figure this out together! Please make sure to include a nice clear picture of the fault.
Items are deemed faulty if they have a significant manufacturing fault that causes it to lose functionality, and are not fit-for purpose.
Faulty claims are only considered within our standard 14-day return window and must still meet standard return criteria.
Would you like to cancel your order?
We completely understand if you've had a change of heart and would like to cancel your order?
Whilst cancellations are not normal procedure, we will happily review your request to see if we can make something work! Simply email us at email@example.com to receive a cancellation request form.
Policy updated: 14/09/2021