ONLINE RETURNS & EXCHANGE POLICY
What Can Be Returned
We accept returns on full-priced items only. Items purchased on sale or with a discount code are considered final sale and cannot be returned or exchanged.
For hygiene reasons and in accordance with retail industry standards, we are unable to accept returns or exchanges on the following categories, regardless of price:
Underwear, lingerie, bodysuits, loungewear, solution wear, swimwear bikini bottoms, one-piece swimsuits, stockings, and corsets.
Return Conditions
To be eligible for a return:
- Items must be returned within 48 hours of receipt. We cannot accept returns after this period.
- Items must be unworn, undamaged, unwashed, in their original sellable condition, and with all tags attached.
- Luna Boutique reserves the right to refuse any return that does not meet the above conditions.
How to Return Your Item — UAE
Please email info@lunafg.com within 48 hours of receiving your order to arrange a return.
You may either:
- Drop off the item in person at our Luna Boutique on Bluewaters Island, Dubai; or
- Request a courier collection.
Please contact us before returning your item so our team can assist you with the process.
Refunds
Refunds will only be processed once we have received the returned item, completed our quality checks, and confirmed that it meets all return conditions.
- Cash on Delivery: Refunds for Cash on Delivery orders will be issued as store credit, valid for 6 months from the date of issue.
- Card Payments: Refunds will be processed to the original card used for the purchase. Please note that the time required for the funds to appear in your account depends on your card issuer or financial institution.
Exchanges
Our exchange policy applies only to items that are not included in the non-returnable categories listed above.
We offer one complimentary exchange for UAE customers.
Any additional exchange for a different size of the same item will be subject to a collection and delivery fee of AED 50.
To arrange an exchange, please email info@lunafg.com with your order details and preferred size.
RETURNS — GCC, MIDDLE EAST & REST OF THE WORLD
For international orders:
- Please notify us within 48 hours of receiving your order by emailing info@lunafg.com to request a return. Our team will provide you with the return address and instructions.
- Once your return has been confirmed, the item must be shipped back to us within 7 days.
- All return shipping costs are the customer’s responsibility.
- Please use a tracked courier service and email us the tracking number once the return has been shipped.
- When booking the shipment with your courier, please clearly mark the package as “RETURN.”
- Luna Boutique is not responsible for items lost or damaged in transit when sent without tracked delivery. We cannot issue a refund for any returned package that does not reach us.
- All returned items remain subject to the eligibility requirements and non-returnable categories outlined in this policy.
Need Assistance?
If you have any questions, or if you received a faulty item, please contact us anytime at info@lunafg.com or via WhatsApp at +971 58 575 1141.