Refund policy

Last updated: September 26, 2025

We hope you love your LOU LUNA pieces, but if for any reason you’re not completely happy, you may request a return within 14 days of receiving your order.

Eligibility for Returns

To be eligible, your item must be:

  • in the same condition that you received it,

  • unworn or unused,

  • with tags, and in the original packaging,

  • and you’ll need the receipt or proof of purchase.

Please email us at info@louluna.co.uk to start a return. Once your return is approved, we’ll confirm the correct return address and provide instructions (as this may vary depending on the item purchased). Items sent back without first requesting a return will not be accepted.

Damages & Issues

Please inspect your order upon delivery and contact us straight away if the item is defective, damaged, or if you received the wrong item, so that we can put things right quickly.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Made-to-order items (created specifically for you) – these are excluded from our standard 14-day return policy under UK and EU consumer law. Please ensure you are happy with your selection before purchasing. If a made-to-order item is faulty, damaged, or not as described, you are still entitled to a replacement or refund.

  • Custom or personalised products

  • Perishable goods (e.g. food, flowers, plants)

  • Personal care items (e.g. beauty products)

  • Hazardous materials, flammable liquids or gases

  • Sale items and gift cards

Exchanges

The fastest way to get the item you want is to return the item you have, and once your return is accepted, place a new order for the replacement. If you’d like assistance with an exchange, just let us know.

European Union 14-Day Cooling-Off Period

If your order is shipped into the EU, you have the right to cancel or return your order within 14 days for any reason. The same conditions apply: items must be unworn, unused, with tags, in original packaging, and proof of purchase required.
Made-to-order items are excluded from this right, unless they arrive faulty or not as described.

Refunds

  • Once we’ve received and inspected your return, we’ll let you know if the refund has been approved.

  • If approved, you’ll be automatically refunded to your original payment method within 10 business days.

  • Please note it may take additional time for your bank or card provider to post the refund.

  • If more than 15 business days have passed since we approved your refund and you haven’t received it, please contact us at info@louluna.co.uk.

Contact

For questions about this Refund Policy or to start a return, please contact us:

LOU LUNA LTD
Company Number: 14902816
Registered Office: 7 Bell Yard, London, England, WC2A 2JR
Email: info@louluna.co.uk