Return and Exchange Policy

HOW TO MAKE AN ONLINE RETURN
  1. Send an email to info@lunafg.com.
  2. Re-pack and prepare the item with the labels and tags intact for further collection.
  3. Items will be collected within 3 working days.

UAE returns are FREE (1 FREE return per order, otherwise 20 AED charge for subsequent returns).

 ONLINE RETURNS & EXCHANGE POLICY (UAE)

  • Please return the full priced item(s) to us within 7 days of receipt, unworn and with all of the tags intact. We cannot accept any items for a return if we receive them after 7 days.
  • Cash on delivery payments will be refunded as STORE credit.
  • Validity of the store credit is 12 months from the date of issue. 
  • Sale items, briefs and thongs are non returnable. If you are not sure about the size, please contact us to arrange complimentary fitting for you. We will send you few sizes, so you can choose correct one. Whatsapp: +971 58 575 1141
  • Items must be returned in a sellable condition - unworn, tags attached. All panties must be tried on over your own underwear. We reserve the right to refuse returns if the item(s) are in a non-saleable condition, or damaged. In the interests of hygiene, we will refuse returns, where no caution has been taken to protect the item.
  • The refund process will be initiated only once we have received the full priced product back in our warehouse and we have completed all quality checks and verifications. 
  • For payments made by credit cards the refund will be made back to the card used. Please note that your credit card issuer or your financial institution determines the availability of your funds.
  • We Offer 1 Free exchange for UAE Customers." (1 time exchange only) If you are exchanging more than once for another size of the same item we charge of AED 20 per collection & delivery. Please send us an email to confirm your size and arrange an exchange help@lunafg.com.
RETURNS GCC, MIDDLE EAST AND REST OF THE WORLD
  • Have to be returned within 7 days of receiving the order.
  • Please email info@lunafg.com to request a refund and we will provide the address.
  • International returns/ exchange shipping cost is your responsibility. 
  • We recommend using a tracked method for a safe delivery. If your package does not reach us safely, we will not be able to offer a refund. 
  • Please make sure to send your return using tracked delivery and then notify us via email ( help@lunagfg.com) with the tracking information.
  • Please state the package is a RETURN when booking with the courier.
  • We are not responsible for items lost or damaged if sent without using a tracked courier service. 

If you have any questions or if you received a faulty item, please contact us anytime at help@lunafg.com