Every Luna Mae London order arrives gift wrapped in our signature packaging.
Standard Delivery (within 2-3 working days): £8
Next Day Delivery (if ordered before 4pm): £12
Same Day London Courier (if ordered before 4pm) : £15
Standard Delivery (within 3-4 working days) : £40
International orders are shipped using DHL. We endeavour to get your orders to you as quickly as possible, however, we are not responsible for any delays caused by destination customs clearance processes. Once your order has been shipped, you will receive a confirmation e-mail with your DHL tracking number within it.
We hope you will be delighted with every Luna Mae London order, however you are welcome to return or exchange any items, provided that the following guidelines are observed. This does not apply to items that are Bespoke or Ready-to-Wear items which have been personalised with bespoke monogramming.
1. Please notify of us within 14 days of receipt of goods by emailing email@example.com or telephoning +44 207 730 6753, quoting your order number.
2. Goods must be received by us within 14 days of the authorisation being granted.
3. Goods should be returned unworn and packaged as per the original order with all tags in place, folded and wrapped in the original tissue paper and inside the original unmarked gift box. We will not accept returns of items that have been damaged or worn.
Failure to adhere to these guidelines may result in delays processing the return, deductions being made to the value of refunds; and exchanges/refunds being refused. Please note that items purchased outside of the UK or EU cannot be refunded but an exchange or credit note will be offered. Shipping fees cannot be refunded and you will be required to cover the cost of sending the item back to us for refund or exchange.
Subject to stock availability, we will exchange eligible items that are returned to us within 14 days. In cases where we are unable to provide an exchange, we will first offer a credit. The new item will be shipped to you after the returned item has been received by us and checked. We will not accept an exchange of items that have been damaged or worn.
Please note, returns of faulty items will only be accepted if the goods were faulty when delivered. We take every effort to check your purchase thoroughly for any faults before dispatching. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty. Similarly, we cannot accept responsibility for garments that have been damaged during washing if our wash instructions have not been followed. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us about the fault.
If we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to your card to the value of the item at the time of purchase and any shipping costs incurred at the time of sale. Please note that refunds can take up to 30 days.
Please note that all sales of sale items are final. No exchange, credit note or refund will be offered against sale purchases and the conditions set out above will not apply.
Please note that we are not able to refund or exchange personalised items. This includes Ready-to-Wear items that have been personalised with bespoke monogramming or crafted in a new colour, and Bespoke lingerie or loungewear. If a Ready-to-Wear item is faulty, an exchange, credit note or refund will be offered and the conditions set out above will still apply. If a Bespoke item is faulty, please contact firstname.lastname@example.org and we will repair it for you. If a Bespoke item is subject to wear-and-tear beyond one year of receiving the garment, and you would like us to repair for you, this item will be subject to a repair cost.