Please see our FAQ page for common customer queries.
If you have other questions, please contact us at firstname.lastname@example.org!.
- SHIPPING & PRE-ORDERS
- RETURNS & EXCHANGES
STILL NEED HELP?
If you can't find answers below, you can reach us via live chat. If a customer service agent isn't available, it will send us an email and we will get back to you!
SHIPPING & PRE-ORDERS
Once your order is dispatched, we will send you a notification that includes your tracking number!
If you are within Australia, you can track your order via Australia Post!
For International deliveries, we will send via DHL!
We aim to dispatch orders within 1-3 business days, please double check your emails (including spam!) to make sure you haven't received a shipping notification.
If you haven't received a shipping notification, your order may include pre-order items! You can read more about our pre-order policiesRead more!
If you believe that your order is lost in transit, please reach out to Aus Post/DHL or the local carrier with your tracking number. If you need further assistance, we can try our best to assist.
Please note: Once an order is dispatched, Lunalae is not liable for the outcome of shipping and delivery, including timing or successful delivery of parcels. Customers are therefore responsible for customs and other relevant fees associated with international shipping. It is the responsibility of the customer to liaise with local post and other service-providers in order to receive their order.Read more!
This may be due to our Pre-order policy!
For Domestic Australian orders that contain both pre order item/s and items that are currently in stock, items that are currently in stock will be shipped first. Your pre order items will then be shipped according to the ETA date.
For international orders that contain both a pre order item/s and items that are currently in stock, your order will not be shipped until the pre order is in stock. If you would prefer to receive your other items sooner, we’d suggest placing a separate order.
Preorder ETA is the date we expect to receive the item from our supplier. Items will be dispatched after ETA date. This ETA may be subject to change. It may take up to 7 business days after the ETA for our team to dispatch pre-orders due to internal re-stock procedures.Read more!
International customers may be required to pay Customs charges. All customs charges are the responsibility of the customer and are not included in the cost of the order or shipping charge. Customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the customs fees.
Lunalae is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.Read more!
Once we receive your returned parcel we will either provide a store credit or re-delivery at the customer
Please note: Lunalae is not responsible for an order after it has been dispatched from the Lunalae warehouse.Read more!
RETURNS & EXCHANGES
Returns must be submitted within 30 days of fulfilment
Australian Orders: We offer free returns and exchanges within Australia*.
International Orders: We offer store credits, refunds or exchanges for international orders.
You can read our in-depth Returns policy on our returns page!Read more!
We offer easy returns for all customers however some items are excluded from our standard return policy!
Final Sale items are ineligible for return
Sale Items will incur a flat fee of $9aud to cover the cost of shipping for Australian customers.
Special promotions will have their own return policies unique to the specific promotion. You can find these on our Returns page and T&C's page.
We aim to process returns within 2 business days from them being received in our warehouse. However sometimes delays can occur so we ask that you are patient with us!
Feel free to reach out to check on the status of your return if it has been longer than 5 days from delivery!
Instant exchanges are only available to Australian customers.
We offer instant exchanges so customers can exchange for a new size or variant instantly. We will hold a $1 authorisation charge on your card, and will only charge if the returned item/s isn’t in the mail within 21 days or not returned in good condition. The $1 hold will stay in place for 7 days before being released.Read more!
Shop Now is a way that customers can secure their desired item without waiting for their original return to be processed!
Customers have the option to Shop Now with their store credit with an added 10% credit. This allows customers to ensure they secure stock of their desired item/s. The newly purchased item/s will be sent out once the original item/s is returned and quality checked.Read more!
On the Return submission page, you will find all the details of your return!
Underneath the Return Summary you will find a section called "Extra Credit Available". You can select "Claim Gift Card" or Shop Now to receive an extra 10% on your credit!
Be sure to enter your discount code or gift card code on the checkout page!
If it still isnt working, please reach out to us with a screenshot of your issue!
You cannot use multiple discounts in your order!
We accept debit/credit card payments, Paypal, Google Pay, Apple Pay, Shop Pay and Afterpay!
Please check your spam inbox! If you still can't find it, reach out to us and we will make sure all your info is correct!
If your order hasn't been dispatched yet, we will try our best to update your address however it is not guaranteed.
If your order has been dispatched, we are unable to change your address or redirect your order. You can try to reach out to the postal provider but in most cases they are unable to assist
If you orders have not been shipped yet, we may be able to combine them however it is not guaranteed
Please reach out to us with your order numbers to check if this is possible
We are an Aussie business so all orders are processed in AUD! If using Paypal to checkout, you can view the currency conversion in the Paypal page.
Please be sure to check your spam inbox to make sure it wasn't lost in there.
If you still haven't received it, please reach out to our team and we will help you!
P.S If you entered your mobile number at checkout, you will receive your order confirmation via SMS.
We try as hard as we can to keep our styles true to size! Sometimes particular styles may fit slightly different due to style or fabric!
You can find specific sizing advice at the bottom of each product description.
If you are unsure about a product, feel free to message us with your measurements and we can help you out!
You can leave a review by visiting the product page and scrolling towards the bottom!
If you make a purchase, you will also receive automated emails that will remind you to leave a review! P.S If you leave a photo, you will receive a 10% discount for your next order.
Our Sticky Grip clothing is designed to help you stick to the pole!
In order for the Sticky Grip to work, it needs to be tight against the body. If the item does not fit snug, it will move around on the body and thus not provide a Sticky effect.