To start the return process for your order, please enter your email address or phone number and the order number below.

HOW DO I RETURN?

Enter your order number and email address in the fields above and click Start

  • Follow the instructions and select the items you want to return
  • You will get a confirmation email with the shipping guidelines once the return request is approved

 

RETURN PROCESS: 

We want to make your returns process as easy as possible. 

 

Simply follow the steps below: 

1. Request return through Return Portal to obtain Return Approval

2. Once you receive the confirmation,  just fill in the form here https://returns.auspost.com.au/lunapolewear

3. Complete online form, print the LABEL provided at home or at a nearby post office and POST back to us

 

Please allow 2-3 business days for your returns to be processed once it has been received.

 

 

RETURNS INFORMATION

We do not offer refunds or exchanges for returns, instead we issue store credit. WE ARE NOW OFFERING FREE RETURNS ON ALL DOMESTIC ORDERS. Customers shopping from outside of Australia are required to pay for their return shipping costs. If you would like to get an item in another size or colour or item, simply send back the item for a store credit and place a new order.

 

Once your return has been processed, you will be notified via email.

 

Alternatively, if you live in Sydney, you can pop into our Lidcombe Showroom and we can exchange the item for you on the spot.

 

Please note: Only faulty items are eligible for a full refund. Refund will be processed through your original method of payment (i.e. paypal/credit card/after pay), within 1-5 business days.

 

Free gifts or promotional items are not returnable!

 

STORE CREDIT

To be eligible for a store credit, your item must be:

- Have tags attached

- Unwashed and unworn

- In its original packaging

- Returned within 14 days of receiving the item, including faulty products.

- Purchased at full retail price

 

Please note: 

- Store credits are VALID for 6 months from the date of issue

- Store credits cannot be transferred to another person or account

- Store credit will be in Australian dollars

 

FAULTY ITEMS

Received a faulty item? We want to know! Please contact our team through email shop@lunalae.com.

 

FAQ's

What is your return policy?

We offer free return shipping on all domestic orders in Australia! We do not offer refunds or exchanges for return item(s), however we issue store credit. International customers shopping from outside of Australia are required to cover shipping costs for their return item(s). Once your return has been processed, we will let you know via email. 

What items are eligible for returns?

  • Unused items that are in the same condition that you received it 
  • In its original packaging with tags
  • Returned within 14 days of purchase
  • Purchased at full retail price

Can I exchange an item?

Wrong size, colour or item? No problem, simply send back the item for a store credit and place a new order with us.  

What if the item is faulty/damaged?

We are sorry to hear that, please let us know via shop@lunalae.com and we will refund you as soon as possible. 

Refunds are only eligible for your item, if it is:

  • Manufacturing error
  • Unused and in the same condition that you received it
  • Must be in the original packaging
  • Returned within 14 days of purchase

Where can I find my store credit? 

If your items are eligible for a return we will issue a store credit that can be found in your inbox. 

To be eligible for a store credit, your item must be:

- Unused with tags

- In its original packaging

- Returned within 14 days of receiving the item, including faulty products.

- Purchased at full retail price

Don’t forget store credits are valid for 6 months from the date of issue. Store credits cannot be transferred to another person or account and will be in Australian dollars. 

Can I make an exchange at Luna Pole wear HQ Sydney?

Yes! Come in for a visit to our showroom in Sydney and we can exchange you straight away. 

Level M, Suite 1

55-59 Parramatta Rd

Lidcombe NSW 2141

 

Australia