Delivery & Returns
All orders are dispatches within 24 hours (on working days). We use Royal Mail 1st Class for all UK orders. Delivery is charged at a rate of £4 for UK orders, with a next day delivery option available for £8. *Orders must be placed before 2pm. Please note that when choosing next day delivery after 11am on Saturdays and all day Sunday, your order will be dispatched Monday and delivered on Tuesday*
Please note Royal Mail do not deliver on Sundays or Bank Holidays.
European orders are charged at £5.50 and international orders are £7.50. UK orders over £200 will be sent special delivery. Overseas we use Royal Mail Air Mail for all orders below £180, orders over this amount are sent by courier.
We want you to be delighted with your purchase but if you’re not, just return the product to us following the instructions below and we’ll exchange or refund it. Customers are responsible for the cost of returning item(s) to us, unless returning faulty items (see below).
To return your item, you must register your return by emailing firstname.lastname@example.org confirming your order number and whether you would like an exchange or refund. Please then send the package to: For Luna, PO Box 71686, London, NW3 9UH, United Kingdom. Please include a note in the package that shows your order number.
Returns must be received within 14 days of receipt of the order (UK Orders) or 21 days of receipt of order (International Orders). We are not obliged to process refunds beyond this period without prior arrangement. If you need an extension of the standard returns period please just ask us. We process all returns within 14 working days of receiving them. We are only able to refund to the card originally used.
For Luna cannot accept responsibility for the damage or loss of packages or products sent back to us by a customer so please ensure all parcels are clearly labelled and securely sealed before posting and retain your proof of posting.
Please do not send any returns to our registered address as this is for administrative purposes only and we will not be able to process your return.
To be eligible for a refund or exchange items must be unworn/unused and unwashed with tags attached and hygiene strips in place. Items must be absolutely free from any marks or odours including deodorant stains.
Please note that if any of the above conditions are not met, you will be charged to have the returned to you and no refund or exchange will be given
International Returns must be received within 21 days of receipt of the order. Please clearly write "Returned items" on the outside of your package, failure to do so will delay the processing of your return.
Please note: We will not pay import or customs duty on returned items from outside the EU. You must clearly state on the outside of your parcel that it is a RETURN in order to avoid having your parcel held by customs and returned back to you. For Luna will not pay any customs charges on returned items. It is customers responsibility to ensure the courier will deliver to PO boxes. It is important to check this!
Returning Faulty Swimwear
Faults are extremely rare with our products. If an item has been cared for incorrectly, or obviously damaged by factors beyond our control (including but not limited to swimming pool chemicals, suntan lotions, cosmetics, detergents etc.) we are under no obligation to provide a replacement or refund. To help us assess the fault we are always grateful for an email prior to the return so that we can discuss the problem in full with you before sen full with you before seeing the item.
Where goods are found to be genuinely faulty within six months of purchase we will reimburse all costs associated with the delivery of the goods, and provide a repair, replacement or refund. Where goods are not faulty the customer is responsible for all delivery costs
Where goods are returned beyond six months of purchase, as per the Sale of Goods Act and Distance Selling Regulations, the customer must prove that with the delivery of the goods, and provide a repair, replacement or refund. Where goods are not faulty the customer is responsible for all delivery costs.
Where goods are returned beyond six months of purchase, as per the Sale of Goods Act and Distance Selling Regulations, the customer must prove that the goods were originally provided with a fault. Unfortunately, environmental factors beyond our control can damage garments and, beyond six months from purchase, we are under no obligation to repair, replace or refund without this proof.</p>
|DESTINATION||COST||MAIL SERVICE||DELIVERY ESTIMATE|
|UK||£4||Standard||2-3 working days|
|UK||£8||Next Day Delivery||Next day|
|Europe||£5.50||Royal Mail Air Mail||3-6 working days|
|Other worldwide||£7.50||Royal Mail Air Mail||5-10 working days|