RETURNS & EXCHANGES

Want to make a return? At LUNALAE we aim to make the returns process as easy as possible so you can receive your perfect item/s! 

LINGERIE SALE T&Cs

• Promo runs from 17 April, 10:00am AEST to 20 April, 11:59pm AEST.
• Enjoy 2 for $49 AUD or 3 for $69 AUD across all lingerie (excluding Adele & Emily collections). Discount applies automatically at checkout. Online only.
• Enjoy a free g string for orders over $159 AUD sitewide. The G-string must be added at checkout.
• Receive a free G-string on orders over $159 AUD (storewide), the G-string must be added at checkout. Customers can purchase any pole wear items to meet the threshold, as the GWP is based on total store spend (not limited to the lingerie sale collection).
• Stock is limited and styles may sell out. Cannot be combined with any other offer.
• Sale purchases are eligible for exchange or store credit only (no refunds for change of mind unless faulty). Return shipping for exchanges is at the customer’s expense. If an order with a free gift is returned or exchanged and no longer meets the $159 threshold, the free item must also be returned or its value will be deducted from the refund/store credit.
• Due to high order volumes, all sales are final once placed - no cancellations or changes. Please double-check your details at checkout, as we’re unable to take responsibility for incorrect or incomplete addresses.

The item/s is in perfect, new condition with no odours, stains or rips and has not been worn

The item/s has all tags attached and hygiene stickers in place

You received your order in the past 30 days

The item is NOT a final sale item/s. Any item/s purchased at a discount of 40% or above is automatically considered a final sale item/s.

A receipt or proof of purchase is available.

Returns item/s in their original individual biodegradable packaging to ensure the products are safe in transit.

• Domestic and International customers need to cover the cost of shipping for returns and exchanges.
• Returns will be processed by our team once received in our warehouse. They will be quality checked to ensure they meet the return criteria.
• Return requests must be submitted within 14 days of order fulfilment for Australian customers and 21 days for international customers. 
• 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.
• Customers will receive confirmation emails and tracking notifications for the new item/s once dispatched.
• Due to our 3PL partners fulfilling orders in their local time zones, cancellations, updates, or modifications cannot be made once your order is placed. Please review your order carefully before completing checkout. We are not responsible for lost or delayed packages resulting from incomplete or incorrect shipping information.
• Store credit will be provided in the form of a gift card that is valid for 12 months!
• We are no longer accepting returns via the Returns Portal. Please reach out to us at shop@lunalae.com to inquire about the returns process.

Please note: orders paid entirely or partially with store credit will be refunded that amount back to their store credit.

 

• You can find our store details here!
  
  

REFUNDS

• Refunds will be processed when the item/s has been returned and quality checked.
• Domestic customers choosing a refund, will have $9AUD deducted from the refund total to pay for the cost of the shipping label we will provide you.
• US customers choosing a refund, will have a handling fee deducted from the refund total to cover cost of the shipping label provided. This handling fee is dynamically estimated based on the cost of the label.
• International (non-US) customers will need to organise and pay for their own return shipping.
• Orders placed using store credits (generated as a gift card) will be refunded back to the gift card.

Please note: Sale items are not eligible for refunds.

SHOE RETURNS

• We would love to help you find the perfect size shoe!
• Australian customers can return their Pleaser's for FREE provided they are within our return window.
• International customers will need to cover shipping costs for all returns.
• US customers: Please reach out to us for our Australian address to return Shoes. Our US warehouse facility will not accept shoes and we cannot reimburse you.

SALE ITEM/S & FINAL SALE

• Sale item/s are not eligible for free returns. Australian customers will receive a paid shipping label however a handling fee will be charged to cover the cost of shipping.
• For Sale item exchanges, a flat fee is charged to cover the cost of return shipping + shipping the new item! This is calculated at the time of submitting your exchange.
• All item/s 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. 
• If any items purchased during sale are out of stock, customers will only be able to refund that item exclusively, however our regular returns policy applies for remaining items.

FAULTY ITEMS

• You can submit your faulty item through the Returns Portal and you will be asked to submit a photo. Once we receive your faulty return request, we will be in touch to assist.
• Item/s are deemed faulty if they have a significant manufacturing fault that causes it to lose functionality, and are not fit-for purpose.

CANCELLATIONS

• Would you like to cancel your order? Simply email us at shop@lunalae.com
• We cannot cancel orders that are already in transit to you! You will need to follow our standard returns process once you receive your order.
• Please note: We offer store credit in the case of order cancellation.