Return and Refund policy
At Luna Melbourne, we offer a 30-day return policy, meaning you have 30 days from the date you receive your item to request a return.
To qualify for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. A receipt or proof of purchase is also required.
To request a return, please contact our support team at info@luna-melbourne.com. Returns that are sent without prior return authorization will not be accepted.
Once your return request has been approved, we will provide detailed instructions along with the appropriate return address.
For any questions regarding returns, you can contact us anytime at info@luna-melbourne.com.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, contact us immediately at info@luna-melbourne.com so we can evaluate the issue and resolve it as quickly as possible.
Items That Cannot Be Returned
Certain items are not eligible for return, including:
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Gift cards
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Personalized or custom-made items
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Items that have been worn, washed, altered, or damaged after delivery
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Items returned without original tags attached
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Items not returned in their original packaging and condition
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Underwear or swimwear where the hygiene seal has been removed
Sale items can still be returned within the 30-day return window, provided they meet the return conditions listed above.
Return Shipping & Responsibility
Returns for Personal Reasons
If you decide to return an item due to personal reasons such as a change of mind, sizing issues, or preference, the customer is responsible for the return shipping costs. Return shipping cost will not be reimbursed in this case.
Returns for Faulty, Damaged or Incorrect Items
If the item you received is faulty, damaged, or incorrect, We recommend contacting us as soon as possible after receiving the item and, if possible, providing photographs of the issue so that we can assess it and offer an appropriate solution.
Please note: Delays caused by carriers or external processing are outside of our control and do not qualify as valid reasons for a return. For bundled purchases, all items included in the set must be returned together. Individual items from a bundle cannot be returned separately.
All returns must be approved before shipping. Returns sent without prior authorization will not be accepted.
Customers remain responsible for the returned item until it has been received and inspected by Luna Melbourne.
Exchanges
We offer direct exchanges for eligible items.
To request an exchange, please email info@luna-melbourne.com and include the reason for your exchange request.
Shipping responsibilities for exchanges follow the same rules described in the Return Shipping & Responsibility section above.
Australia 14-Day Cancellation Period
If your order is shipped within Australia, you have the right to return your order within 14 days of receiving it, for any reason and without providing justification.
Returned items must still meet the standard return requirements:
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Unworn and unused
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Original tags attached
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Original packaging included
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Proof of purchase provided
Refund Processing
Refunds are issued after the returned item has been received and inspected by our team. We will notify you once your return has been processed and inform you whether your refund has been approved. If approved, the refund will be issued to your original payment method within 10 days. Please note that your bank or credit card provider may take additional time to process the refund.
If more than 15 days have passed since your refund was approved and you have not received it, please contact info@luna-melbourne.com.
Contact Information
Store name: Luna Melbourne
Company name: Luna Melbourne is owned and operated by BU ECOM MARKETING, a company based in the Netherlands.
Company Address: Hoge Zand 39, 2512EL 's-Gravenhage, The Netherlands
Company nr.: 91570662
Phone: +61424693563
Email: info@luna-melbourne.com
Monday to Friday | 09:00 – 17:00 (GMT)
Weekends | 11:00 – 16:00 (GMT)
We aim to respond to your inquiries within 24 hours.