Refund policy

Last updated: 1 November 2025

At Lune London, we want you to love every item you order. If something isn’t quite right, don’t worry — returning it is quick and easy.

1. Return Conditions

You can return most items within 30 days of receiving your order, provided that:

  • The item is unused, unworn and in its original condition
  • All labels, packaging and accessories are included

Please note that we cannot accept returns for:

  • Personalised or made-to-order products
  • Hygiene-sensitive items, such as underwear or socks

These items can only be returned if they arrive faulty or damaged.

2. How to Return

  1. Send an email to info@lune-london.co.uk with your order number and the reason for your return.

  2. You’ll receive a Return Authorisation Number (RAN) and detailed return instructions.

  3. Pack the item carefully in its original packaging, include all documents, and write the RAN clearly on the parcel.

  4. Send your parcel using a tracked delivery service as instructed.

You can also make use of your legal right to cancel within 14 days of receiving your order by contacting us at info@lune-london.co.uk. 

You can also exercise your legal right to cancel your purchase within 14 days of receiving your order by contacting us at info@lune-london.co.uk.

3. Return Shipping Costs

  • If you are returning an item because you changed your mind, the cost of return shipping is entirely at your own expense.

  • Lune London does not provide prepaid return labels for change-of-mind returns.

  • You must send your return using a tracked service. Returns sent without tracking are at your own risk, and we cannot issue refunds for items that are lost in transit.

If your item arrives faulty, damaged, or incorrect, please contact our customer service team as soon as possible. We will review the issue and make sure it’s resolved quickly. If a return is needed, we’ll provide clear instructions. 

International Returns

For international returns, the same rules apply. Import duties, local taxes, or customs fees are always the customer’s responsibility, unless the item is faulty or we made a mistake.

Any import duties, taxes, or local charges remain the responsibility of the customer.

4. Refunds

Once we’ve received and inspected your return, we’ll email you to confirm whether it has been approved or rejected.
Approved refunds will be processed within 14 days via your original payment method.

Please note that we may reject or reduce a refund if an item is:

  • Worn, used or washed

  • Damaged or missing parts

  • Returned without its original packaging or labels

If the product doesn’t meet our return conditions, we may send it back to you instead of issuing a refund.

 

Faulty or Damaged Items

If your item arrives faulty, damaged, or incorrect, please contact us within 48 hours of delivery at info@lune-london.co.uk. 
Include clear photos and a short description of the issue.

Once assessed, we will provide a replacement free of charge. This may be the same product, or, if you prefer, a different item of equal value. All return and delivery costs in this case will be fully covered by us.

Returns sent without a valid request or not following the stated procedure may take longer to process.

 

 

Missing or Undelivered Orders

If your order hasn’t arrived within the expected delivery timeframe, please email info@lune-london.co.uk as soon as possible.

We’ll investigate the issue with the courier and confirm whether the parcel has been lost in transit.
If confirmed, we’ll send you a replacement order free of charge.
If replacement isn’t possible or not available within a reasonable period, we’ll issue a full refund instead.

Before we resend any lost or delayed orders, we’ll always ask you to confirm your delivery address to help prevent future delivery issues.

 

7. Uncollected or Refused Parcels

If an order is refused upon delivery or not collected from a pickup point within the holding period, the parcel will automatically be returned to our shipping partner.

In such cases, shipping and handling costs are non-refundable. When a refund is issued, 15% of the order value will be deducted to cover return, processing, and administrative costs.

Would you like your parcel to be resent? We’re happy to resend it once free of charge once the returned package has been received and confirmed.

This policy applies only to parcels that were not accepted or collected. Returns made due to cancellation, damage, or fault are covered under the other sections of this policy.

8. Contact Information

Email: info@lune-london.co.uk
Number: +31 6 26 21 57 39
Address: Van Huutstraat 3F, 7311 AG Apeldoorn, Gelderland, The Netherlands
Customer service: info@lune-london.co.uk
Chamber of Commerce Number: 98014323
Company Name: Lune London (part of Thewayout)
VAT Number: NL868324929B01

Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK time)
Response Time: within 24 hours on business days