At Luna Pole Wear we understand that it can sometimes be a hassle to shop online. This is why we’ve created our easy AF returns and exchange policy. Online shopping has never been easier!
What is your return policy?
We offer free return shipping on all domestic orders in Australia! We do not offer refunds or exchanges for return item(s), however we issue store credit. International customers shopping from outside of Australia are required to cover shipping costs for their return item(s). Once your return has been processed, we will let you know via email.
How do I return?
- Email us at email@example.com to receive your returns authorisation number (RA#) Please provide your order number and list of items you wish to return.
- Once you receive a RA#, just fill in the form at this link https://returns.auspost.com.au/lunapolewear.
- After the form has been completed, print the postage LABEL and POST it back to us via Australia post or your nearest parcel point.
- All Done! Please allow 2-3 business days for your returns to be processed.
What items are eligible for returns?
- Unused items that are in the same condition that you received it
- In its original packaging with tags
- Returned within 14 days of purchase
- Purchased at full retail price
Can I exchange an item?
Wrong size, colour or item? No problem, simply send back the item for a store credit and place a new order with us.
What if the item is faulty/damaged?
Yikes! We are so sorry, please let us know via firstname.lastname@example.org and we will refund you ASAP.
Refunds are only eligible for your item, if it is:
- Manufacturing error
- Unused and in the same condition that you received it
- Must be in the original packaging
- Returned within 14 days of purchase
Where can I find my store credit?
If your items are eligible for a return we will issue a store credit that can be found in your inbox.
To be eligible for a store credit, your item must be:
– Unused with tags
– In its original packaging
– Returned within 14 days of receiving the item, including faulty products.
– Purchased at full retail price
Don’t forget store credits are valid for 6 months from the date of issue. Store credits cannot be transferred to another person or account and will be in Australian dollars.
Can I make an exchange at Luna Pole wear HQ Sydney?
Yes! Come in for a visit to our showroom in Sydney and we can exchange you straight away.
Level M, Suite 1
55-59 Parramatta Rd
Lidcombe NSW 2141
- Standard domestic shipping is a flat rate $8 within Australia if under $100
- Orders over $100 receive FREE standard shipping!
- Express domestic shipping is a flat rate of $10 within Australia if under $100, and $5 when you’ve spent over $100
- Standard international shipping is a flat rate of $20 when you spend under $150
- Standard international shipping is FREE when you spend over $150
All domestic orders are shipped via Australia Post and can be tracked here.
All international orders are shipped via DHL eCommerce and can be tracked here.
International Custom Fees
International customers may be required to pay Customs charges. All customs charges are the responsibility of the customer and are not included in the cost of the order or shipping charge. Customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the customs fees.
LUNA POLE WEAR is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.
Delivery time will vary and depend on delivery destination. We ship from Sydney, Australia.
- Standard shipping generally takes 3-5 business days
- Express shipping generally takes 1-3 business days
- Standard shipping generally takes 5-10 business days depending on country
- US customer ONLY the ETA is between 4-6 business days
- Please note: peak periods may take longer
- Domestic parcels can be tracked here: https://auspost.com.au/mypost/track/#/search
- International parcels can be tracked here: https://webtrack.dhlglobalmail.com/
Delivery for shoes
Shoes can take up to 10 business days to ship. To see shoes that can ship SAME DAY see Express Shoes.
- All shoe orders for international customers will automatically incur a $20 shipping fee, even if you are eligible for free shipping. This is due to the weight of the items.