Refund Policy
The short version
If your order arrives damaged, incorrect, or not as described, we will replace it or refund it in full. If it simply does not fit, contact us within 30 days of delivery and we will make it right. You will not be asked to ship anything back to another continent.
Your window
You have 30 days from the date your order is delivered to contact us about a problem.
Damaged, incorrect or not as described
Email thelunaby@gmail.com with your order number and a photo of the item. We will send a replacement or issue a full refund, whichever you prefer. There is no cost to you and you do not need to return the item.
Sizing and change of mind
Our items ship from overseas, which means returning one usually costs more than the item is worth. Rather than making you pay for that, we handle it differently: contact us within 30 days and we will offer either a replacement in the correct size or a refund. In most cases we will ask you to keep the original, or to pass it on to someone who can use it.
This is offered in good faith. We reserve the right to decline requests that show a pattern of abuse.
What we cannot refund
- Items worn beyond trying on, washed, altered or damaged after delivery.
- Problems reported more than 30 days after delivery.
- Parcels undeliverable because of an incorrect address supplied at checkout, although we will always try to find a solution.
Cancelling an order
If your order has not shipped, we will cancel it and refund you in full. Email us as soon as you can, since orders begin processing within 1 to 3 business days. Once a parcel has shipped it cannot be cancelled, but the 30 day window above still applies.
How refunds are issued
Refunds go back to the original payment method. We process them within 2 business days of agreeing to one, and your bank or card issuer typically takes a further 5 to 10 business days to show it. Original shipping is refunded too, because we do not charge for it.
How to start
Email thelunaby@gmail.com with your order number and, where relevant, a photo. One email is enough. We answer within 1 business day and we do not use return authorisation forms.