My item is faulty
If your item arrived damaged, please return it as soon as possible. Simply contact us and choose ‘Faulty/Broken’ as your return reason.
My item arrived damaged in transit
If your item arrived damaged, please return it as soon as possible. Simply contact us and choose ‘Faulty/Broken’ as your return reason.
My item became faulty after use
If the item became faulty after wearing or washing:
- Check the care label to make sure it was washed correctly.
- If it’s a manufacturing fault, please return it to us within 28 days of receiving your order or when it’s available for collection.
Worn your favourite items too many times? Please remember that all items are inspected on return and those showing wear and tear or damage from incorrect care may not be refunded and may be returned to you.
Unable to create a return for your faulty item? Check the following:
- If the item is outside the return window.
- If the item is marked as non-returnable.
- If the item was shipped by an LUNESCAPE Brand Partner.
If you still can’t create a return, or the item can’t be returned, please get in touch with Customer Care with a photo of the item, we’ll be happy to help.
I received the wrong item
If you received something you didn’t order, or were sent the wrong size or colour, please return it to us within 28 days of your order being delivered or made available for collection.
Received the wrong size?
Some brands use non-UK sizing. Before returning, please check:
- The size on the label (EU/US/UK conversions can vary) .
- The brands size guide.
Remember to state ‘Incorrect Item Received’ as your reason for return.
Depending on the method and originating country of return shipment, returns can take up to 30 calendar days to reach us and be processed. We’ll email you once your item has been received.