Returns & Refunds Policy

Luna Sole The Label

At Luna Sole, we want you to love every piece you purchase. We understand that shopping for little ones can sometimes be tricky, especially when it comes to sizing, so we've made our returns process as simple and straightforward as possible.

Please read our policy carefully before making a purchase.

Change of Mind & Incorrect Sizing

We accept change-of-mind returns for store credit within 14 days of receiving your order, provided the following conditions are met:

• Items must be unworn, unwashed and in their original condition.

• All original tags must remain attached.

• Items must be free from stains, marks, odours and damage.

• Proof of purchase must be provided.

We do not offer refunds for change of mind, incorrect size selection or personal preference.

Once your return has been received and inspected, an approved store credit will be issued for the purchase price of the returned item.

Original shipping costs are non-refundable for change-of-mind returns, and customers are responsible for return postage.

Exchanges

As a small business producing limited collections, we cannot guarantee that your preferred size or colour will be available for an exchange.

If you need a different size, please contact us within 14 days of receiving your order.

Where a change-of-mind return is approved, we will issue store credit so you can purchase an alternative item, subject to availability.

Sale & Clearance Items

All sale, discounted and warehouse clearance items are final sale for change-of-mind purposes.

We do not accept change-of-mind returns or exchanges on these items, including for incorrect size selection.

This does not affect your rights under Australian Consumer Law if an item is faulty, incorrectly described or otherwise fails to meet consumer guarantees.

Pre-Orders

Pre-order items are specially ordered or produced as part of our upcoming collections.

Estimated dispatch dates are provided on the relevant product pages and may be subject to change.

If your order contains both pre-order and in-stock items, they may be shipped together once all items are available, unless otherwise stated.

Our standard change-of-mind return conditions apply from the date your pre-order is delivered.

If there is a significant delay or we are unable to fulfil your order, please contact us to discuss the available options and any applicable refund rights.

Faulty, Damaged or Incorrect Items

Every Luna Sole order is prepared with care. However, if you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible.

Please include:

• Your full name and order number.

• A description of the issue.

• Clear photographs showing the fault or incorrect item, where possible.

We will assess the issue and arrange an appropriate solution in accordance with Australian Consumer Law.

Depending on the circumstances, this may include a repair, replacement or refund.

Where a product has a major problem under Australian Consumer Law, you may be entitled to choose a refund or replacement.

Where a product is confirmed to have a fault covered by consumer guarantees, we will reimburse reasonable return postage costs where required by law.

How to Request a Return

To request a return, please contact us through our website contact form and include your order number and reason for return.

Please wait for confirmation before posting your return.

Once approved, we will provide instructions and the return address.

We recommend using a tracked postage service for change-of-mind returns, as we cannot issue store credit for items that do not reach us.

Store Credits

Approved change-of-mind returns will be issued as store credit to use towards a future Luna Sole purchase.

Store credit cannot be exchanged for cash.

This does not limit any entitlement to a monetary refund under Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.

If a product fails to meet applicable consumer guarantees, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

These rights apply to full-priced, sale, clearance and pre-order items.

Contact Us

If you have any questions about your order or need assistance with a return, please reach out through our website:

www.lunasole.com.au

Thank you for supporting Luna Sole The Label. ♡