• We offer FREE returns for our Australian & US Customers (refunds, exchanges & sale items will incur a handling fee)*. A return label will be generated for you upon submitting your return.
• International (non-US) 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.
• Returns must be submitted within 14 days of order fulfilment for Australian customers and 21 days for international customers.
• We will only accept the return of item/s submitted via the Returns Portal. DO NOT include other item/s that were not approved, they will be sent back at the customers cost.

• Please note: Different return policies apply to sale items. Continue reading for more info.


• Store credit will be provided in the form of a gift card that is valid for 12 months!
• 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.
Please note: Sale items will incur a fee when returning for store credit. This fee is calculated when submitting your return.
• Please note: orders paid entirely or partially with store credit will be refunded that amount back to their store credit.

• We offer exchanges for item/s that meet the return criteria.

• Australian exchanges will incur a small fee which covers the shipment of your new item! Australian customers will receive a label to ship back their original item.
• We offer exchanges for US customers. US customers will need to cover the cost of shipping of their new item ($20AUD/$14USD). US customers will receive a label to ship back their original item.
• International (non-US) customers will need to cover shipping costs for their exchanges. A $20AUD handling fee is charged to cover shipping of the new item.
• Exchanges must be submitted within 14 days of order fulfilment for Australian customers and 21 days for international customers.
• Australian Exchange orders will be dispatched from our warehouse once the original item/s are in transit back to us! This is tracked via the paid return label provided to you.
Please note: Exchanging sale items will incur a fee to cover shipping costs of returning the original items + shipping the new items! This fee is calculated upon submitting your exchange.

Australian & US customers can choose between Instant Exchanges or a Standard Exchange:

• Instant Exchanges: 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 14 days or not returned in good condition. The $1 hold will stay in place for 7 days before being released.

• Standard Exchange: Exchange will be processed once the original item/s is returned and quality checked. *Subject to stock availability

Can I exchange my item/s in-store?

Yes! Customers are also welcome to exchange/return their item/s in store if they are local.

You can find our store details here!

• 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. Refunds will be issued once received in our warehouse.
• 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.

• Items are returned in original, unworn condition.
• No marks, stains or odours.
• Item/s are returned in original packaging with tags attached.
• Return has been processed within the LUNALAE returns portal or given persmission to return by LUNALAE staff as exception.

Please note: Sale items are not eligible for refunds.


• Sale item/s are not eligible for free returns. Australian & US 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 you have received a faulty item/s we want to hear about it!
• 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.


Please note: We will need to investigate faulty claims for non-Lunalae products and ensure that we align with the brands own store policies.

• 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.


 Submit a cancelation request!

• We would love to help you find the perfect size shoe!
• Australian customers can return their Pleaser's for FREE.
• International (including US) customers will need to cover shipping costs for all shoe 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.


 Check out our size guide to find international shoe size conversions!

What is Shop Now?


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./p>

• Each participant understands that they must meet the entry eligibility requirements to win the giveaway
• The giveaway is open worldwide however excludes countries that cannot be shipped to due to carrier restrictions.
• Winners will be randomly selected and contacted by @lunalaestore and/or @lunalaeintimates on Instagram DM - please be aware of scam/ fake accounts.
• Winners have 24 hours to respond in order to claim their prize. If the winner does not respond, a new winner will be drawn.
• Prizes are not transferrable and are not redeemable for cash.
• Vouchers can only be used on Lunalae brand items (e.g. cannot be used to purchase Pleasers, grips, etc)
• If a product is sold out and is outside of the window of a reasonable re-stock period, the winner can choose any in-stock product of the equivalent value
• Winners can make size exchanges but will need to cover the cost of return shipping and the shipping of the new size from Lunalae Warehouse
• If a package is unclaimed and returned to sender, it is the winner's responsibility to cover the cost of redelivery

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 customers cost. Parcels need to be received in our warehouse before we can process. This can take multiple months as RTS parcels are sent as non-priority.

Please note: Lunalae is not responsible for an order after it has been dispatched from the Lunalae warehouse.

Read more!

Return policy last updated 22/03/24.