How can I contact you?
Do you have a shop?
We currently have a showroom located in Lidcombe, Sydney Australia that is open to clients by appointment. To make an appointment, please email us at firstname.lastname@example.org.
Do you offer gift cards?
Yes we do! Click here
Where are you located?
We are located in Sydney, Australia.
How do I know that you have received my order?
Once you’ve placed your order, you will be directed to an order confirmation message, which will contain your order number. This information will also be emailed to you, but could take up to 30min to arrive in your inbox. Once your order has been processed and shipped out to you, you will receive another email to let you know that your order is now on its way. If an email does not appear in your inbox, please check your spam folder.
Can I make changes to my order?
If your order has not been processed yet, and you have not received an email that the items have been shipped, then we can make changes to your order. Please email us at email@example.com to make any changes. We generally ship every business day before 12pm.
I’m missing an item from my order, what should I do?
We try to always ship your whole order to you at once, therefore if you are missing an item, please send us an email to firstname.lastname@example.org and we’ll try to solve this issue as soon as possible.
The item I’ve received is incorrect, what do I do?
We pack all of your orders by hand, and although we try to be as thorough as possible, we can make a mistake on the off chance. Please send us an email to email@example.com and we’ll walk you through the next steps to getting the correct order.
Products and Stock:
Where are your size guides?
On the footer of our website there is a ‘sizing’ menu option, click that for our sizing guides. Alternatively click here.
When will you restock sold out items?
We are a growing Australian online shop, and we sell out of our clothes every now and then. We usually try to restock within 2-3 weeks.
Can I have items sent to someone as a gift?
Yes! Just input the address you wish to have the items shipped to. We currently don’t provide gift wrapping, but if you email us at firstname.lastname@example.org we could arrange to put in a nice note from you. We also will not include the cost of the items.
Can I have my order delivered to my PO Box/parcel locker address?
Yes, we can deliver to PO boxes and parcel lockers.
Can I have my order delivered to my work address?
Yes, if it is more convenient for you, we can ship to your work address. We have no external Luna Pole Wear branding on our packages, except on the “shipped from” postage slip, so your orders will be discrete if necessary.
What if I am not in when my parcel is delivered?
We always opt to have your items returned to the post office if you are not home at time of delivery. If you would prefer to have your item left in your mailbox, please include that note during your purchase.
What If my parcel is lost in transit?
Unfortunately we do not cover the cost of any items lost in transit.
Can you ship to a different address than my billing address?
Yes, just write in the address you want it shipped to in the shipping information section of your order.
International Delivery FAQ
When receiving goods from another country it is the receiver’s responsibility to be aware of their countries laws and regulations on what is allowed and prohibited to enter. If in doubt please seek advice from your International Mail Services Provider.
What’s your returns policy?
We hope you love your Luna Pole Wear but we understand that sometimes buying garments online may be risky.
To solve this issue, Luna Pole Wear offers a store credit for full priced items, if it is returned within 14 days after purchase. Only faulty items are eligible for a full refund.
Our return address is:
Luna Pole Wear
Level 1, Suite 3
55-59 Parramatta Rd
Lidcombe NSW 2141
Please note: The cost of return shipping is not covered by lunapolewear.
All returns must include a Returns Form, you can download this form here.
How long does it take to process my return?
Once we receive the item, it generally takes 1-2 business days to process your return.
Can I exchange an item?
Unfortunately, we are currently unable to process exchanges by post. You can return items to us, and if they are deemed to be in the condition in which they were sent to you in, then we will generate a store credit amounting to the cost of the item. From here, you can use that credit to purchase the exchange item you desire.
Alternatively, you can pop into our Lidcombe showroom and we can do an exchange for you on the spot.
Store credits and discount codes :
How do I use a credit or discount code?
During checkout, just apply the code to the section “Coupon” and select “Apply Coupon.”
What should I do if I’ve forgotten to use my discount code?
Unfortunately, we are unable to manually enter discounts after the order has been completed.
Can I use more than 1 discount code at a time?
Unfortunately, we do not offer the opportunity to stack discount codes, thus every discount code must be used separately. A refund will be processed if multiple vouchers have been processed.