Frequently Asked Questions
Need help?
ORDER
We accept all major debit cards and credit cards.
Visa, Visa Debit / Delta, Visa Electron, MasterCard Debit, MasterCard, UK Maestro, American Express, Apple Pay, Google Pay, PayPal, Klarna and Luna Soul Gift Card.
All transactions are processed via Shopify Payments, Google Pay, Apple Pay or PayPal, and are encrypted for your safety.
All payments must be made before your order is shipped to you. We work closely with Verified by Visa & MasterCard SecureCode to provide you with a safer shopping experience when using your card online.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.
Additional validation and fraud checks are carried out internally.
The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company.
Yes, we ship all over the world.
The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company.
Shipping costs will apply, and will be added at checkout.
It depends on where you are. Orders processed here will take 5-7 business days to arrive.
Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
RETURN
Visit our Returns center
Enter your order number and email address to start
Follow the instructions and select the items you want to return
Once your request is approved, you will get a confirmation email with shipping guidelines
The item(s) must been purchased via the Luna Soul website.
The item(s) must be returned in its original packaging.
The item(s) must have no signs of wash, wear.
The item(s) must be safely packed to avoid damage in transit and contains either a copy of the original order/packing slip or a copy of the return request.
The item(s) must have no makeup, fake tan, no stains, hairs, odours & other marks.
The following refund options are supported:
Refund to the original payment method
If a refund is selected, all successfully returned items will be credited to the original payment method used to purchase the items. The original shipping charges will not be refunded.
Please note refunds can take up to 14 working days to show on your account due to varying processing times between payment providers.
Store credit is the quickest option if you would like to order another product in exchange without having to wait for a refund.
Refund to store credit (if applicable)
Store credit is the quickest option if you want to order another product in exchange without waiting for a refund; select the Store Credit option when registering your return online.
Once your return is received and processed at the warehouse, you will instantly receive an email with your store credit code and be able to use it on our website.