Thirty days to change your mind. Free returns approval, refunds processed within 7 days of your parcel reaching us, and no restocking fee — ever. Below is every detail, in plain English.
At a glance
- Return window: 30 days from the date your order is delivered
- Reason needed: none — change of mind is fine
- Condition: new and unused, tags attached, original packaging
- Exchanges: yes, for a different size or colour
- Return method: by post, any tracked Royal Mail service
- Return postage: paid by you, unless the item is faulty or wrong
- Restocking fee: none
- Refund time: within 7 days of your parcel arriving with us
- Refund method: back to your original payment method
Your statutory rights
Under the UK Consumer Contracts Regulations 2013 you have the right to cancel an online order within 14 days of receiving it, and a further 14 days to send the goods back. Our 30-day window is longer and more generous, so in practice our policy is the one that applies. Nothing here reduces your legal rights under the Consumer Rights Act 2015, including your rights where goods are faulty, not as described, or not fit for purpose.
What you can return
Both faulty and non-faulty items. If you simply changed your mind, that counts. If it doesn't fit, that counts. If it arrived damaged or isn't what you ordered, that counts and we cover the postage.
Condition we accept
Items must come back in new, unused condition:
- Unworn and unwashed
- Original tags still attached
- In the original packaging, including any dust bag or box
- Free from perfume, deodorant, make-up marks, smoke or pet hair
Footwear should be tried on indoors, on a carpeted surface. Shoes returned with scuffed or marked soles can't be accepted. We inspect every return, and if an item comes back outside these conditions we'll contact you before making a decision — we won't just quietly reject it.
How to return — step by step
- Email us first. Send your order number and what you'd like to return to support@lunehav.com within 30 days of delivery. Approval is free.
- Wait for approval. We reply within 24 hours (Monday to Friday) with our UK returns address and instructions. Parcels sent without approval can't be processed and may be returned to you.
- Post it back. Pack the item securely, include your order number in the parcel, and send it with a tracked Royal Mail service. Keep your proof of postage — until the parcel reaches us it's still your property, and tracking is how you prove it's on the way.
- We inspect and refund. Once it arrives we check the item and process your refund within 7 days to your original payment method.
Exchanges
Want a different size or colour rather than your money back? Say so in your first email. We'll reserve the replacement where stock allows and send it out once your original item reaches us. If the piece you want has sold out, we'll refund you instead and tell you before doing so. Exchanges follow the same 30-day window and the same condition rules.
Return postage — who pays
You pay when you're returning for change of mind, fit, or any other personal reason. Cost depends on the service you choose; a tracked Royal Mail return typically runs a few pounds.
We pay when the item is faulty, damaged in transit, or not what you ordered. Email photos to support@lunehav.com and we'll cover the return postage or send a prepaid label, plus a full refund or replacement — your choice.
Restocking fees
We don't charge one. Not a fixed fee, not a percentage of the item price. Nothing is deducted from your refund.
Refunds — timing and amounts
We process refunds within 7 days of your parcel arriving at our warehouse, back to the original payment method. Your bank or card issuer may take a further 3–5 working days to show it, which is outside our control.
You'll be refunded the full price you paid for the returned item. Original shipping is free on all UK orders, so there's nothing to deduct there. If you return part of a multi-item order and that drops the order below a discount threshold, the discount is recalculated on what you keep.
Faulty, damaged or wrong items
Email support@lunehav.com with your order number and photos of the problem. We'll sort it at zero cost to you: a replacement, or a full refund including any postage you've paid. Under the Consumer Rights Act 2015 you have 30 days to reject faulty goods for a full refund, and we honour that in full.
Orders that haven't arrived
UK delivery takes 8–12 business days after dispatch. If tracking has stalled or your parcel hasn't turned up, email us — we'll chase it with the carrier and either replace the order or refund you.
Cancelling before dispatch
Email us as soon as possible. If your order hasn't been packed we'll cancel and refund in full. Once it's dispatched, treat it as a normal return.
What can't be returned
- Gift cards
- Items marked final sale at the time of purchase
- Pierced jewellery and swimwear where the hygiene seal has been removed, for health and safety reasons
These exclusions never affect your rights where an item is faulty.
Still not sure?
Ask before you buy. Email support@lunehav.com with the piece you're considering and your usual size, and we'll give you a straight answer on fit.
Contact Information
Email: support@lunehav.com
Business Address: 185 Leonard St, Unit 1, Brooklyn, NY 11206, United States
Warehouse Address (UK): 260-266 York Way, London N7 9PQ, United Kingdom
Customer service hours:
Monday to Friday | 9:00 AM – 5:00 PM (GMT)
Return shipping: Returning an item is the customer's responsibility. You will need to arrange and pay for return shipping at your own expense. We recommend using a tracked shipping service, as we cannot issue a refund for returns lost in transit. Original shipping costs are non-refundable.
