Exchanges and returns
The safest and quickest way is through our customer service. There are no additional costs or surprises.
Changes:
The first exchange of size and product is completely free of charge.
To quickly process the exchange, please contact our customer service via email at customerservice@luna-brands.com or by filling out the attached exchange form below. We will respond within 24 hours. Alternatively, you can call us or send a WhatsApp message to our customer service phone number: +34 652 56 32 96.
How and when will the exchanges be processed?
Exchanges will be processed when the item is damaged or if you ordered the wrong size.
Exchanges are only allowed within fifteen (15) days of receiving your products. Bikinis, swimsuits, and underwear can only be exchanged if they are in their original condition.
We handle the exchanges through our GLS shipping service.
The first exchange does not incur any additional costs, but starting from the second exchange, an additional shipping fee will be charged.
The delivery time for the exchange is a maximum of 48-72 hours after receiving the request for product or size exchange by email or phone call.
Exceptions*; in the case of a product return, the shipping costs for the return and exchange will be borne by the buyer.
In the case of a product return, you should send the package with the invoice to the following address:
Luna Brands
C/Joan Monpeó 30
08223 Terrassa
Spain
Refunds:
Refunds are accepted only if the product is in its original condition.
Refunds for defective products: If you have a defective item, please make sure to attach the original invoice sent to your provided email address (printed discount on your online order). If you cannot find it, please contact us at customerservice@luna-brands.com. If possible, include a description of the defect. Once received, we will analyze the product, and if it is in its original condition, we will contact you to discuss whether to issue a refund or resend a new product.
*In refunds, the cost of shipping is not refunded.
*No refunds are accepted for discounted products (including products with additional discounts).
If you have any issues, you can contact us at: +34 652 56 32 96 or email us at customerservice@luna-brands.com.
