Refund policy

Refund Policy
Exchanges & Returns – Our Policy

We want you to be 100% satisfied with your purchase! If an item does not meet your expectations, you can request a return or exchange within 30 days of receiving your order.

How to Return

Register your return
Send an email to info@luna-london.uk with your order number and the reason for the return.
Attach pictures if the product is defective or does not match your order.

Send the item back
The item must be unused, unwashed, and in its original packaging with all tags attached.
Ensure proper packaging to avoid damage during transport.

Get your refund or exchange
Once we have received and inspected your return, your refund will be processed within 30 days.
If you wish to exchange the item, we will send the new item as quickly as possible.

When can you not return or exchange?

We are unfortunately unable to accept returns in the following cases:

  • Incorrectly ordered size – remember to check the size guide before placing your order.

  • Items damaged after receiving them.

  • Uncollected packages or packages marked as delivered by the shipping company.

  • Return requests after 30 days from receiving the item.

  • Damages not reported within 24 hours of receiving the item.

Want an exchange?
Would you like a different size or color? Exchanges are possible within 30 days.
Return the item, and we will arrange a quick exchange.

Who pays for the return?
Return shipping costs are covered by the customer. We recommend using a shipping service with tracking.
If we made a mistake, we will cover the costs and send you a new item free of charge.

Please be aware of small size and color differences

Our size guide is accurate, but a difference of 1-3 cm may occur.
Colors may vary slightly due to screen settings – this is not a valid reason for a return.

Have questions? We are happy to help!
Contact us at info@luna-london.uk, and we typically respond within 24 hours.