Return and Refund Policy
Luna Fashion House Return and Refund Policy
Last Updated: 02-06-2026
Thank you for shopping with us at Luna Fashion House. Our Return and Refund Policy aims to ensure a smooth and transparent experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds, and exchanges.
Returns & Refunds Policy - United Kingdom
Scope and Contact Information
For questions regarding returns and refunds, please contact us through any of the methods below:
- Email: support@lunafashionhouse.co.uk
- Phone: +447343017680
- Address: Van Ruysdaellaan 103, 2264 TA Leidschendam, Netherlands
Policy Overview
- Return Period: 14 days from delivery date
- Refund Processing Time: Refunds are processed to the original payment method within 7 business days after inspection.
- Return Shipping Costs: Covered by the customer unless the product is defective or incorrect.
Order Cancellations
You may cancel your order within two hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.
Return Conditions
We offer returns under the following conditions:
- Return Window: Items can be returned within 14 days of delivery.
- Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
- Receipt or Proof of Purchase: Required for all returns.
Exceptions: Certain products, such as custom or personalized items and hygiene products (e.g., undergarments), are non-returnable unless unopened and unused.
Return Instructions
To start a return, please follow these steps:
- Contact Customer Service: Email support@lunafashionhouse.co.uk with your order number, reason for return, and any supporting photos if applicable.
- Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
- Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
- Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer or covered by us if defective or incorrect.
Refund Policy
- Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status within 7 business days.
- Processing Time: Refunds are processed to the original payment method within 7 business days after inspection.
- Confirmation: You will receive a confirmation email once the refund is processed.
If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at support@lunafashionhouse.co.uk.
Exchange Policy
We offer exchanges for incorrect or defective items. Contact us within 14 days of delivery, and we’ll cover the return shipping costs for eligible exchanges. If an incorrect size was ordered, please follow the return process and then place a new order for the correct size.
Exceptions and Special Cases
- Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We’ll arrange a return at no cost to you and offer a replacement or full refund as per your preference.
- Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.
- Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.
Processing Times
- Return Window: Returns must be initiated and shipped within 14 days of receiving the item.
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Refund Issuance: Refunds are processed to the original payment method within 7 business days after inspection.
Returns & Refunds Policy - Australia
Scope and Contact Information
For questions regarding returns and refunds, please contact us through any of the methods below:
- Email: support@lunafashionhouse.co.uk
- Phone: +44 7343017680
- Address: Van Ruysdaellaan 103, 2264 TA Leidschendam, Netherlands
This policy applies to all orders shipped to Australia. All refunds are issued in the currency of the original purchase.
Your Rights Under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The returns and timeframes below are offered in addition to your ACL rights.
Policy Overview
- Return Period: 14 days from delivery date
- Refund Processing Time: Refunds are processed to the original payment method within 7 business days after inspection.
- Return Shipping Costs: Covered by the customer for change-of-mind returns; covered by us if the product is defective or incorrect.
Order Cancellations
You may cancel your order within two hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.
Return Conditions
We offer change-of-mind returns under the following conditions:
- Return Window: Items can be returned within 14 days of delivery.
- Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
- Receipt or Proof of Purchase: Required for all returns.
Exceptions: Certain products, such as custom or personalized items and hygiene products (e.g., undergarments), are non-returnable for change of mind unless unopened and unused. This exception does not affect your rights under the Australian Consumer Law where an item is faulty.
Return Instructions
To start a return, please follow these steps:
- Contact Customer Service: Email support@lunafashionhouse.co.uk with your order number, reason for return, and any supporting photos if applicable.
- Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
- Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
- Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer for change-of-mind returns, or covered by us if the item is defective or incorrect.
Refund Policy
- Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status within 7 business days.
- Processing Time: Refunds are processed to the original payment method within 7 business days after inspection.
- Confirmation: You will receive a confirmation email once the refund is processed.
If you do not see the refund within the expected time, please check with your bank or card provider, as processing times may vary. For further assistance, contact us at support@lunafashionhouse.co.uk.
Exchange Policy
We offer exchanges for incorrect or defective items. Contact us within 14 days of delivery, and we'll cover the return shipping costs for eligible exchanges. If an incorrect size was ordered, please follow the return process and then place a new order for the correct size.
Exceptions and Special Cases
- Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours of delivery. We'll arrange a return at no cost to you and offer a replacement or full refund as per your preference, consistent with your rights under the Australian Consumer Law.
- Incorrect Product: If you receive an incorrect item, please contact us, and we'll cover the return shipping and send you the correct item promptly.
- Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.
Processing Times
- Return Window: Returns must be initiated and shipped within 14 days of receiving the item.
- Refund Issuance: Refunds are processed to the original payment method within 7 business days after inspection.
Contact Information
If you have further questions or require assistance with returns or refunds, please reach out:
- Store Name: Luna Fashion House
- Company Name: TT Networks
- Company Registration Number (KVK): 94464324
- VAT Number: NL866787161B01
- Email: support@lunafashionhouse.co.uk
- Phone: +44 07343017680
- Address: Van Ruysdaellaan 103, 2264 TA Leidschendam, Netherlands
- Opening Hours: Monday to Friday from 9:00 AM to 5:00 PM