We want every LUNE order to arrive exactly as expected.

Each piece is reviewed before dispatch, but if you receive the wrong item, an incorrect colour or a product with visible damage, our support team will help you find the most suitable solution.

When Your Order Is Not Right

Please contact LUNE if:

• You received a different product from the one ordered.

• The colour or selected variation is incorrect.

• The item arrived damaged.

• An included part or accessory is missing.

• The product has a visible manufacturing issue.

• The order is significantly different from the confirmed selection.

To review the request, please provide:

• Your order number.

• Clear photographs of the complete item.

• Close-up photographs or a video of the issue.

• A photograph of the packaging and delivery label.

• A brief explanation of what happened.

Visible concerns should preferably be reported within 48 hours of delivery.

Please avoid wearing, washing, altering or removing the tags from the product while the request is being reviewed.

Available Solutions

Once the issue has been reviewed and approved, LUNE may provide the following options.

Exchange With Your Next LUNE Order

You may select and place a fresh order for another item from LUNE.

When your new order is delivered, our driver can collect the approved item from your previous order during the same visit.

You will only pay for the new product and any difference in price.

No separate collection fee will apply when the approved exchange is completed alongside the new delivery.

Keep the Item and Receive a Private Benefit

If the issue is minor and you are comfortable keeping the item, LUNE may provide a private benefit such as:

• Up to 30% off your next order.

• Store credit.

• Partial compensation.

• A replacement accessory, where available.

• Another suitable solution agreed with you.

This option is voluntary and will only be completed with your approval.

Exchange the Original Order

You may request an exchange for:

• The same product.

• Another colour.

• Another available variation.

• A different item of an equivalent or higher value.

When the correct item was delivered and the exchange is based on personal preference, collection, inspection and redelivery charges may apply.

Any difference in product price must also be paid.

Style, Colour and Size Exchanges

We understand that an item may look or fit differently once received.

A preference exchange can be requested within seven calendar days of delivery when the customer would prefer:

• Another colour.

• Another size.

• Another style.

• A different product.

• A different variation from the one originally selected.

The product must be:

• Unused and unworn.

• Unwashed and unaltered.

• Free from marks, scents, makeup or damage.

• Returned with all original tags attached.

• Inside its original packaging.

• Complete with all included accessories and complimentary items.

Products that do not meet these conditions may not be accepted for exchange.

Colour and Product Appearance

We aim to present every product as accurately as possible.

However, minor differences may occur because of:

• Screen brightness and display settings.

• Lighting used during photography.

• Natural differences in material or texture.

• Production variations between individual pieces.

A small colour variation that does not change the overall product may not be treated as an incorrect item.

When the colour delivered is clearly different from the variation selected and confirmed, LUNE will review the request as an incorrect-order case.

Returns and Refunds

LUNE will normally offer an exchange or replacement first.

Returns Caused by a LUNE Error

When LUNE confirms that an incorrect, damaged or defective product was delivered:

• LUNE will arrange collection.
  

• The eligible amount paid for the affected item will be refunded after inspection.

Preference-Based Returns

A preference return applies when the correct product was delivered in acceptable condition, but the customer later decides not to keep it.

Approved preference returns may include:

• A return-processing and restocking deduction.
  

• Delivery costs already incurred.

• A deduction for missing packaging, tags or accessories.

The final eligible refund amount will be confirmed after the product has been inspected.

Complimentary Gifts and Promotional Orders

When an order includes a complimentary gift, promotional product or bundle benefit, all included items must be returned together.

When the complimentary item is not returned, its listed or reasonable value may be deducted from the approved refund.

Discounts used on the original order will not be returned as cash or carried forward to another purchase.

When an exchange is approved, the original promotional conditions may be recalculated based on the replacement item.

Products Not Eligible for Preference Returns

Preference-based returns or exchanges will not normally be accepted for:

• Worn or used items.

• Washed products.

• Products with removed tags.

• Altered or customised pieces.

• Products with stains, scents, makeup or signs of wear.

• Items damaged after delivery.

• Products without their original packaging or accessories.

• Final-sale or clearance items.

• Complimentary gifts provided as part of an offer.