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! 

EOFY SALE : T'S AND C'S

  • Promotion period runs from Wednesday the 10th of June, 3:00pm AEST to Tuesday 16th of June, 11:59pm AEST.
  • Offer: Enjoy discounts of up to 70% off selected styles. Discount percentages may vary across products.
  • Discounts are applied automatically at checkout. Online only.
  • Offer is valid on selected styles only and is subject to availability.
  • This promotion cannot be used in conjunction with any other offer, discount, or promotion.
  • All sale purchases are eligible for exchange or store credit only. Refunds are not provided for change of mind unless the item is deemed faulty.
  • Due to high order volumes, all purchases are final once placed. Orders cannot be cancelled, modified, or amended.
  • Customers are responsible for ensuring all order details, including shipping address, are correct at the time of purchase. We are not liable for incorrect or incomplete information provided at checkout.


RETURNS & EXCHANGES MUST MEET THE BELOW CRITERIA:

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.



Please note: 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/s not meet quality checks once received at our warehouse.

 


RETURNS

  • 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.

 

EXCHANGES

 

 

  • Domestic and International customers need to cover the cost of shipping for returns and exchanges.
  • Exchanges must be submitted within 14 days of order fulfilment for Australian customers and 21 days for international customers.
  • Once exchanged, items cannot be refunded however a store credit can be offered on exchanged item.
  • Customers are responsible for any duties or charges that occur as a result of shipping returns/ exchanges.

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

  • Refunds will be processed when the item/s has been returned and quality checked.
  • 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.



SALE ITEM/S & FINAL SALE


  • 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


If you have received a faulty item/s we want to hear about it!
  • You can submit your faulty item through our customer service email 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.


 

Policy last updated: 25/02/2026