Refund policy

We will accept returns within 14 days of receipt for a full refund and within 30 days for a store credit. Please feel free to reach out to our customer service team should you have any concerns around getting your return product back to us, we will be happy to help.

Please note that custom-made items and a small number of heavily discounted items may be marked FINAL SALE, in which case they are not eligible for refund, exchange, or store credit. If a replacement is available, exceptions might be made for exchange or refund of defective merchandise. 

Returned items will be inspected to ensure that they are the original, authentic item, have been unworn, undamaged, and have all tags attached and original packaging included. Please save your product packaging if you plan on initiating a return. 

You can return any non-final sale item to us within  30 days of receiving your original order, including sale items

• If you return within 14 days of the item being delivered to you or available for collection, a refund will be issued to your original payment method.
• Returning an item between 15-30 days of the item being delivered to you or available for collection, a refund will be issued in the form of LUNESCAPE store credit.

HOW TO RETURN

Initiate your return through your order history or by contacting Customer Care.

• You are responsible for return shipping.
• You are responsible for all shipping and other charges your return may incur.
• Ensure that your item is in original, unused or unworn condition, package your item (in original packaging, if possible) and take it to your nearest post office or mail courier.
• We strongly encourage you to obtain a tracking number for your return shipment.

All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g. tags have been removed or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and we may have to send it back to you.

Please bear in mind that Items marked Final Sale have been heavily discounted and are not eligible for returns, exchanges or refunds, other than in exceptional circumstances. This does not affect your statutory rights. These items will be marked as 'Final Sale' and will be visible at checkout.

WHAT HAPPENS NEXT WITH MY RETURN?

• You can track the progress of your return by using the tracking number that you received when posting your return.
• Keep hold of your proof of postage in case you need to contact us. We are not responsible for undelivered or mis-delivered returns.
• Returns take up to 14 days to reach our warehouse and be processed.
• We’ll send you an email as soon as we’ve received your return in its original condition and processed your return.
• It takes up to 10 business days for your refund to appear depending on your bank/card issuer.
• If your refund is a voucher, it will be locked to your account ready for you to use.

MULTIPLE ORDERS TO RETURN?

You can return more than one order in the same parcel. Just select the items from each order that you'd like to return and follow the instructions on screen.

Once your returned items are received at our warehouse, they'll all be processed at the same time, and we'll then drop you a return confirmation email for each order.

Additional details available in our FAQ section

For hygienic reasons, undergarments are final sale. Please check your measurements against the size char prior to purchase. 

Please try swimwear and lingerie on over underwear for sanitary reasons. Do not remove protective slip. We are unable to accept returns without the protective slip originally attached. 

We will accept back beauty products within 14 days of receipt provided that they are unused and unopened. Exceptions may apply for custom, small batch and apothecary beauty products which are not eligible for return.

Some artisan items have individual return policies and extended satisfaction guarantees provided by the maker and will be processed on a case-by-case basis depending on artisan policy. Many of our organic, all-natural and beauty products use ingredients which, due to a lack of chemical preservative, expire sooner than store-bought products, and thus are custom made to order. Some of these items are ineligible for return. 

 

Please note that custom-made items and a small number of heavily discounted items may be marked FINAL SALE, in which case they are not eligible for refund, exchange, or store credit. If a replacement is available, exceptions might be made for exchange or refund of defective merchandise. Some of our artisan hand-crafted and custom items feature individual return policies and extended satisfaction guarantees provided by the maker. Returns and exchanges on these items will be processed on a case-by-case basis depending on the artisan's policy. 

Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached. Please see the tips below for keeping your items in returnable condition:

Shoes scuff very easily on any hard surface. Always try on shoes on carpet. Shoe boxes are an important part of the product presentation and must be returned undamaged, along with the shoes.

Please be careful of makeup or deodorant rubbing off on the garment, as well as smoke odor and pet hair.  If this happens, we will be unable to accept your return. 

Once approved, returns take us 3-5 business days to process upon reaching our facility. Once your return is processed and your refund is issued, you will receive a refund confirmation email. Refunds can take several business days to reflect on your credit card account. This varies depending on your financial institution.

LUNESCAPE is an authorized retailer of each brand we carry. Our items are delivered in their original retail packaging and sent inside of a shipping box. 

Products include all original paperwork, authenticity documentation packaging, tags, dust bags and retail boxes that the designer sends with the product. Please note that not all products come with these items, in some cases, they are not provided to retail outlets by the designer. LUNESCAPE exclusively carries merchandise that is new, authentic and purchased from the designer. We do not sell factory seconds, rejects or items with strike-thru tags. 

Please be aware that even such products are not entirely free of workmanship errors, including occasional missing threads and similar defects. Products subject to distressing as part of the styling are also subject to increased chance of defect and do tend to wear out faster than usual. 

Some rare and limited edition items in our collection might be considered as 'factory deadstock' which are brand-new items that have been cleared to make room for new inventory, are no longer being directly offered by the designer, or current-season items which have been produced but not widely distributed.

Our product offering is expertly curated from the best luxury fashion houses around the world. We have scoured the globe to discover rare, hard-to-find, and one-of-a-kind merchandise to offer to you. Our luxury and couture items are sourced, via our supplier, directly from the brands and we guarantee the authenticity of all items in our store. 

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

None of this affects your statutory rights.

Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the package remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return. We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal LUNESCAPE customer would order, or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.

Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.

We don't offer exchanges on orders- if you would like a different size or colour, please return your unwanted item and place a new order.

If you receive an item that is damaged, or you received the wrong item, please contact customer service immediately.