RETURN AND EXCHANGE
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 items cannot be returned:
Gift cards
Discounted items (if applicable)
If the purchased product is faulty, reach out to us within 7 days of the delivered date.
Currently, we only offer direct exchanges in size for the same product. If you would like to exchange your item for an entirely different product, you must first return your original item and place a new order.
Depending on the option you choose during the returns process, we will issue you a store credit immediately once your items are approved or issue a refund to your original payment method.
Please note that refunds can take up to 14 working days to show on your account due to varying processing times between payment providers.
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.
Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.
Unfortunately do not offer free returns.
We will always refund the original payment amount for all items meeting the refund criteria.
Your shipping costs will not be refunded.
If you are paying in a currency other than GBP, exchange rates can fluctuate between the time of purchase and refund which may impact your refund amount.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at admin@lunasoul.co.uk
11 GANNET ROAD
IP2 9NR
UNITED KINGDOM