Refund policy

We want you to feel completely confident in your purchase. This Return & Refund Policy explains how we handle returns and refunds. By placing an order on our website, you agree to the terms outlined below

Return Policy

We offer a 30-day money-back guarantee on all orders. If you're not satisfied with your purchase for any reason, you have 30 days from the date you receive your order to contact us for a refund. All approved returns are sent to our central warehouse in Asia.

We understand that intimate products can feel like a big step — and we want you to feel supported, not stuck. If something isn't right, we'll work with you to find a solution.

All returns must be approved prior to shipment. Follow these 3 simple steps to return your product:

Step 1: Contact Us
To request a return please contact us at info@luna-lingerie.com with your order number and the reason for your return. We’ll guide you through the next steps.

Step 2: Send Your Package
Once you’ve received instructions from us, return the items to the address we provide. Make sure to use a shipping method with a Track & Trace code. Luna Lingerie does not offer free returns. Return shipping costs are the responsibility of the customer unless the return is due to an error on our part.

Step 3: Receive Your Refund
Once we receive your return in good condition, we will process the refund to your bank account within 14 business days.

Return Eligibility

Returned items must meet all of the following conditions:

• New, unworn, unwashed, unstained, and unscented
• In original condition with all tags and packaging intact
• Include all components and accessories originally provided
• Show no signs of damage caused by improper handling

Luna Lingerie reserves the right to refuse returns that do not comply with these conditions or that show signs of use or damage not attributable to manufacturing defects.

Return Shipping Costs

Customers are responsible for return shipping costs for:

• Incorrect size selection
• Change of mind
• Personal preference

Luna Lingerie will provide a complimentary replacement in cases of:

• Defective products
• Damaged items upon arrival
• Incorrect items received

Replacement Policy

If a replacement item is issued, the replacement order is considered final and not eligible for further return or refund.

By accepting a replacement, the customer acknowledges that the original issue has been resolved.

If a replacement item arrives damaged or defective, customers must notify us within 7 days of delivery with supporting images.

Damaged or incorrect order received?

If your item arrives damaged or defective, contact us immediately at info@luna-lingerie.com with photos of the issue. We'll arrange a replacement or full refund at no extra cost to you.

Cancellation Policy

If you need to cancel your order, please contact us within 24 hours of placing it. If the order has already been shipped cancellation is not permitted. Customers must wait for delivery and follow the return procedure.

Returns Due to Customer-Related Delivery Issues

If an order is returned to us due to reasons attributable to the customer, a $12 per item deduction will be applied to the refund.

This includes, but is not limited to:
• Incorrect or incomplete shipping address
• Refusal of delivery
• Failure to collect the parcel from courier or pickup point
• Absence during multiple delivery attempts
• Invalid or unreachable contact information

This deduction covers shipping, handling, storage, and processing costs.

Contact Us

For all return, replacement, and refund inquiries, please contact:

• Email: info@luna-lingerie.com

We aim to respond within 24–48 business hours, Monday through Friday.