Our terms & conditions are subject to change without notice at our discretion. We recommend you check back regularly to ensure you’re aware of our policies.

You will find our Refunds, Exchanges, Returns, and Damaged Goods Policies on this page, along with general T&C’s.

For competition terms and conditions, please click here.

Our policies last for 14 days after you have received your order. If more than 14 days has gone by, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, refund, or exchange, your item(s) must be unused and in the original condition and packaging. Some goods are ineligible for return or refund/exchange. These include gift cards, magazines, perishable goods, and any item that has been opened or used, including books. We strongly encourage you to contact us immediately if there are any issues with your order. For full details on our policies, read on. If you’re looking for information on shipping, click here.

 

Pricing, Payment, & Stock

 

Prices are subject to change without notice. All of our products are listed in AUD. We accept credit/debit card payments through PayPal as well as regular PayPal transactions. We do our best to ensure the products listed on our site are in stock or otherwise listed so as to not cause confusion or disappointment. Should a product be listed as ‘in stock’, when it is not, we will refund your order immediately and discuss this with you personally. In the rare chance that there is a severe pricing error (for example, a product listed as $1 when it should have been $100), we reserve the right to cancel and refund those orders.

 

Sales & Promotions

 

Sales and promotions are final. There are no refunds, exchanges, or returns on these items. Any sales or promotional offers will not be applied retroactively to orders already placed, nor will they be extended should you miss the sales period. To be notified of promotions, we recommend you sign up to our mailing list and follow us on social media. Occasionally we will release promotions exclusive to different platforms. 

 

Cancellation

 

Should you wish to cancel an order, please do so as soon as possible. As a general guide, within 6 hours at the most. Once your order is packaged and posted, cancellation will not be available and your order may not qualify for a refund, exchange, or return. All cancellations will include a $5 cancellation fee.

 

Refunds Policy

 

All refund requests must be made within 14 days of receiving your order. To request a refund, please contact us at hello@helloluna.com.au, with the subject ‘refund request’, and we will get back to you as soon as possible with follow up instructions. Keep in mind that no refunds will be issued until the goods being refunded have been returned to us. See our returns policy for more information. You will receive email updates on the status of your application, including when we receive your returns, our decision on your application, and when we have initiated the refund process.

We do not offer refunds for change of mind or for errors made by you during the purchase or checkout process, such as ordering the incorrect item, size or colour. We do not offer refunds* on sale items.

In order for us to approve and process your refund, we will first need the goods to be returned to us. We will also require proof of purchase and photographic evidence supporting your request, if applicable. Allow up to two weeks after we have received your returns for refunds to be processed and appear in your account. In most cases, refunds will be processed and appear much sooner. If your refund has not been received within 2 weeks, please contact your bank or PayPal first. If it’s still unable to be found, please contact us. Refunds will only be made to the initial payment method.

You are responsible for the cost of returning the goods to us. We strongly recommend you purchase a tracking number with postage, as you are responsible for the goods until they get back to us. Any packages that do not make it back to us will be ineligible for an exchange or refund.

Where a refund is granted for a reason other than damaged or faulty goods, or a human error on our end, you will be responsible for all postage costs, and these will be deducted from your refund. We reserve the right to accept or deny refund requests on a per case basis.

Where a refund is granted due to damaged or faulty goods, or a human error on our end, we will also refund you all postage costs, including the cost of returning the goods to us. Please retain your postage receipt as proof of postage price, or we will automatically refund return postage at $7. Send your receipt to us along with the tracking number as soon as possible.

If you wish to dispute our refund decision, you have two days to do so.

*In line with Fair Trading laws, you are always eligible for a refund on any items if they are found to have a major fault.

 

Exchange policy

 

All exchange requests must be made within 14 days of receiving your order. To request an exchange, please contact us at hello@helloluna.com.au with the subject ‘exchange request’, and we will get back to you as soon as possible with follow up instructions. Keep in mind that no exchanges will be issued until the goods being exchanged have been returned to us. See our returns policy for more information. You will receive email updates on the status of your application, including when we receive your returns, our decision on your application, and when we have posted your new goods. Exchanges are subject to product availability.

We do not offer exchanges on sale items, perishable goods, or magazines. We may offer to exchange at our discretion, on a case-by-case basis, for issues with ordering such as incorrect sizes or colours, so long as the goods are in their original unused condition, including in their original in tact packaging.

We offer exchanges on damaged or faulty goods. See our damaged goods policy for more information.

If the exchange is due to damage or a fault on our end, we will refund the return postage only, and you will not be charged a second postage fee to post your new items to you. Please keep a receipt as proof of postage price for us to refund you, or we will automatically refund return postage at $7. Send your receipt along with tracking number to us as soon as possible.

You are responsible for all postage costs, including the cost of returning the original order and posting the new order, unless the cause of exchange is due to damage or a fault at our end. We strongly recommend you purchase a tracking number with postage, as you are responsible for the goods until they get back to us. Any packages that do not make it back to us will be ineligible for an exchange or refund.

 

Returns Policy

 

To be eligible for a return (and subsequently, an exchange or refund), your goods must be unused, unwashed, and in their original condition, including in their original in tact packaging.

When you submit your application for a refund or exchange, we will send you the address to post your returns to. Packages are your responsibility until they return safely to our location. If the package returned is damaged during transit due to poor or inadequate packaging, we will be unable to refund you for the price of the item(s)**, or exchange them.  We strongly recommend all returns include a tracking number, or signature on delivery, as you are responsible for the goods until we receive them. Any packages that do not make it back to us will be ineligible for an exchange or refund.

** Unless the item was already damaged or had a major fault. This should be stated and photographic proof provided in your initial refund/exchange application email.

 

Damaged Goods

 

We inspect all of our orders before they depart our location to ensure quality. If your order arrives damaged from transit, please contact us immediately at hello@helloluna.com.au. We will request photographic evidence and a description of the damage. We will discuss potential compensation with you personally depending on the value and extent of the damage. Keep in mind no refunds or exchanges will be issued unless you return the item to us.

We accept no responsibility if goods have been damaged due to misuse. This includes not following washing instructions on clothing, or age guides on toys. 

If we notice as we are packaging your order that it has been damaged, we will contact you immediately. Your options here are either a cancellation and refund, or we will offer a discount code for future purchases. This is at our discretion.

If your goods have a major fault, such as a manufacturing fault, contact us immediately. We will organise for you to have the goods returned to us, and we can discuss potential refunds or exchanges. As we inspect our items before sending them to you however, this would be a rare occurance.

 

 If you have a question that isn’t covered here, please get in touch and we’ll get back to you as soon as possible.

 

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