Refund policy

We want you to love your Lune Studio order. This policy explains what you can return, what happens if something arrives damaged or wrong, and how to reach us.

Ready-to-wear returns

Our ready-to-wear pieces (everything that isn't personalized or printed to order) can be returned within 30 days of delivery.

Items must be unworn, unwashed and unaltered, with the original tags attached and in the original packaging.
Items marked "Final sale" on the product page can only be returned if they are faulty.
For change-of-mind or size returns, return shipping is paid by you, and any paid express shipping charges are not refundable.
Need a different size or color? The fastest way is to return the item you have and place a new order for the one you want.

Personalized and print-on-demand items

Our Make It Yours personalized gifts and Lune Club designs are printed (or embroidered) to order, just for you. Because they are made to order, we can't accept returns or exchanges for change of mind or the wrong size, so please check the size chart and your personalization preview carefully before you order.

If one of these items arrives damaged, defective or misprinted, we'll reprint it or refund it at no cost to you. Just email us within 30 days of delivery with your order number and a photo of the item.

Damaged, defective or wrong items

If any item arrives damaged, defective, misprinted or isn't what you ordered, email us within 30 days of delivery with photos of the item and the packaging. We'll send a replacement (or reprint it) or give you a full refund, at no cost to you. In most cases you won't need to send the item back.

Cancellations

Need to cancel or change your order? Email us within 12 hours of ordering. Personalized items that have already gone to print can't be cancelled. Once an order has shipped it can no longer be cancelled, but ready-to-wear pieces can still be returned under this policy.

Customers in the EU and UK

In addition to this policy, you have the legal right to cancel your order within 14 days of receiving it without giving a reason. This applies to ready-to-wear pieces and to our ready-made Lune Club designs. To use this right, email us a clear statement of your decision at support@lunegirl.com. We will refund the price of the item(s) and the standard delivery cost within 14 days of receiving the goods back or proof that you have sent them, whichever is earlier. You pay the direct cost of returning the goods.

Personalized items made to your specifications, such as Make It Yours gifts with your photo or name, are excluded from this 14-day right (Article 16(c) of Directive 2011/83/EU and the equivalent UK Consumer Contracts Regulations). This does not affect your other statutory rights, including your rights if an item is faulty or not as described.

How to start a return

Email support@lunegirl.com with your order number, the item(s) you'd like to return and the reason. For damaged, defective or misprinted items, please add a photo.
We will reply within 1-2 business days with return instructions and the return address. Please don't send items back without contacting us first, as returns sent to the wrong address can't be processed.
Ship your return with a tracked service and send us the tracking number.

For some lower-priced items, return shipping can cost more than the item itself. In those cases we may refund or replace the item without asking you to send it back. If this applies, we will tell you in our reply, so please contact us before shipping anything.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5 business days. Your bank or card issuer may need a few extra days to post the refund.