If you change your mind about a product or find the size isn't quite right, you can return it to us. We are happy to accept returns that are received within 14 days of delivery for full priced items.
- The item(s) must been purchased via the Luna Soul website
- The item(s) must be returned in its original condition, unworn with tags
- 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 or other marks.
Please allow up to 7 - 14 working days to process your return from date of delivery to us. Please be advised postage fee for return or dispatch is not refunded.
50 Princes Street
CAN I RETURN SOMETHING IF I HAVEN'T GOT A PRINTER?
Simply write your order number, name, address, whether you’d like a refund or replacement and the issue with the item(s) on a piece of paper and enclose with your return.
Please write our returns address (shown above) on your parcel.
CAN I RETURN ITEMS FROM MORE THAN ONE ORDER TOGETHER?
Yes of course. Please indicate clearly on your returns note inside the package, which order number relates to each item being returned.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
I HAVEN'T RECEIVED MY REFUND?
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 firstname.lastname@example.org
CAN I RETURN A FAULTY ITEM?
We are very happy to refund or replace faulty items within 30 days of the purchase date.
Please contact our customer service team at email@example.com with your name and order number.
DO YOU OFFER FREE RETURNS?
If you have changed your mind about an item, we unfortunately do not offer free returns.
If your item is faulty, please contact our customer service team at firstname.lastname@example.org
MY ITEM IS FAULTY BUT MY PURCHASE DATE WAS MORE THAN 6 MONTHS AGO - IS THERE ANYTHING I CAN DO?
Unfortunately, we are unable to provide a replacement or refund if the item was purchased more than 6 months ago, unless you’re able to demonstrate that the item was faulty when you received it.
Know your rights - for more info, please click here.
HOW LONG WILL MY REFUND TAKE?
Please allow up to 21 days to receive your refund.
The refund will be made on to the same payment method used in your original purchase.
I HAVE BEEN REFUNDED LESS THAN MY ORIGINAL PAYMENT AMOUNT - WHY IS THIS?
We will always refund the original payment amount for all items meeting the refund criteria. If you have changed your mind about your item, 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.