Returns Policy

Not feelin' it? We hope you love your new things, BUT if something ain't quite right, it ain't quite right....

No problem you can start your return using the return portal below:

https://weareluna.store/a/returns?

You have 14 days to send your item/s back- The return period starts from the day the parcel is delivered. You will be responsible for any returns costs and fees.

Please note items must be unworn, unused and have no smell or we will be unable to refund or return your item.

PLEASE KINDLY NOTE ORDERS ARE PROCESSED INSTANTLY SO CAN NOT BE CANCELLED BEFORE DELIVERY, HOWEVER YOU CAN STILL RETURN THE ITEM WITHIN 14 DAYS TO US FOR A FULL REFUND

 UP TO 28 DAYS FOR PROCESSING YOUR RETURN (FROM THE DATE YOUR RETURN IS DELIVERED BACK TO US).

FOR TIKTOK SHOP ORDERS - PLEASE NOTE THAT THIS RETURN LINK IS NOT FOR TIKTOK SHOP CUSTOMERS- IF YOU RETURN YOUR TIKTOK SHOP ORDER USING THIS LINK, WE CANNOT ISSUE A REFUND FOR YOU.  PLEASE OPEN A RETURN CASE ON TIKTOK AND RETURN VIA EVRI OR PAY FOR POSTAGE AT THE POST OFFICE.

* Complete your details ensuring you enter the correct order number(add # before order number) and the email registered on the order.
* Select items you wish to return,
* You have 3 options:
REFUND as we offer free shipping you will need to return the item to us at your own shipping costs. please email us for return details.
EXCHANGE (you will need to pay for the return but we will cover postage to send your requested size)
CREDIT NOTE (you will need to pay for the return label but you can earn an extra 10% of your returned item value which can be spent on future orders).
*PLEASE ENSURE you put your DELIVERY NOTE that you received with your order inside the parcel.
PLEASE COVER OR REMOVE THE ORIGINAL DELIVERY LABEL or your return may get delivered back to you and you will not be refunded if this happens.
* Ensure you obtain and keep proof of postage for your return

PLEASE ALLOW UP TO 28 DAYS FOR PROCESSING YOUR RETURN (FROM THE DATE YOUR RETURN IS DELIVERED BACK TO US).

Psttt....  Don't forget to generate your returns receipt at the locker or ask at the counter for a certificate of postage and keep it safe.

Please note we are unable to take responsibility if your parcel is lost, damaged or delayed in the post if you do not keep hold of your proof of postage.

*If you are returning 'buy one, get one free' orders, please ensure BOTH items are returned. If only ONE item is returned, you will NOT be refunded. 

Prefer to return it your own way or returning from outside the UK?

 Please return the item(s) in their original packaging with the product tags still intact. Please ensure you put your delivery note inside the parcel and keep hold of your proof of postage.

Before returning, please ensure the item(s) are in the same condition as you received them. In case you're not sure, here's the lowdown hun:

  • the item(s) are unworn, unwashed, unmarked and perfume/make-up/smoke free
  • the item(s) still have the tags attached
  • shoes have been tried on indoors and show no sign of wear
  • items are returned in their original packaging
  • sorry, we're unable to accept returns for any face masks, pierced jewellery, used/open/unsealed cosmetics/perfume or any underwear/swimwear/lingerie where there is no hygiene seal or it has been removed.

Please return the item(s) in their original packaging, with the product tags still intact. Please ensure you put your delivery note that you received with your order inside the parcel. All items from a single order should be placed in one parcel which must be packaged and completely sealed. 

*We reserve the right to refuse a refund if the above conditions are not met.

According to our returns policy, we cannot accept returns for used face massagers due to health and safety regulations and being that the item will not be in a resellable condition.

Sometimes results can vary from person to person and so we’d recommend using this device for at least one month if you are not seeing results quickly.


That's it! We'll take it from here. We refund item(s) within 28 days of them arriving back to us. Don't worry though gal, we know you work for your £££ so we'll process it as fast as possible.


As per our returns policy, as we offer free shipping on all of our products, customers are responsible for paying their return postage when posting their parcels to our warehouse.

Additionally please allow up to 28 business days for this to be processed.

Your refund will be issued once your order has been received, is eligible and is in an unused condition.

Once we've sorted your return, you'll receive a confirmation email. It can take 3 to 5 working days for the funds to hit your account. Your refund will be minus the original delivery charge and we're unable to refund any costs associated with you returning the item(s).

Received a faulty/damaged/incorrect item? No way! Sorry hun, email us with a video with the fault to info@weareluna.store ASAP so we can make everything right again. Please check your item and report any faults/ issues within 3 days of receiving the order.

We offer a six-month warranty, ensuring coverage up to six months from the date of delivery.