Return Policy

At Luna & Sage London, we strive to ensure every customer is completely satisfied with their purchase.
However, we understand that sometimes an item may not meet your expectations. This Return Policy outlines how returns are handled clearly and transparently.

1. Conditions for Returns

To qualify for a return, please ensure the following conditions are met:

  • You may only request a return after receiving the product.

  • Return shipping costs, including international postage and any customs fees, are entirely the responsibility of the customer.

  • Items must be unused, unwashed, undamaged, and returned in their original packaging, with all tags and labels attached.

  • Trying on the item is permitted, but wearing it beyond that is not allowed.

  • Bulk or size-based returns (ordering multiple sizes with the intention to return part of the order) are not accepted.

Luna & Sage London reserves the right to refuse any return that does not meet these conditions.

2. Return Process

To ensure a smooth return experience, please follow these steps carefully:

  1. Request your return by emailing us at info@lunaandsagelondon.com within 14 days of receiving your order.

  2. You will receive the return address of our fulfillment partner (located in China) and detailed shipping instructions.

  3. Send the item back at your own expense, ensuring you include all necessary customs information and prepaid postage.

  4. We strongly recommend using a tracked shipping method (Track & Trace) to avoid loss or delays.

Please note: returns sent without prior notification or outside the return window may not be accepted.

3. Refunds

Once the returned item has been received and inspected at our partner’s facility, we will process your refund.

  • Approved refunds will be issued to your original payment method within 14 business days.

  • If your return does not meet the conditions listed above, the refund may be partially or fully declined.

  • Shipping costs, customs fees, and other handling charges are non-refundable.

4. Liability & Responsibility

Luna & Sage London is not liable for:

  • Lost parcels where the tracking information shows successful delivery to the address provided by the customer.

  • Incorrect or incomplete shipping addresses entered during checkout.

  • Any delays or costs caused by customs inspections or international shipping.

Customers are responsible for ensuring all shipping details are correct. Any address corrections must be communicated to us within 24 hours of placing the order.

5. Contact Us

If you have questions or need help with your return, please reach out to us:

Email: info@lunaandsagelondon.com
Company Name: Luna & Sage London
Opening Hours: Monday – Friday, 09:00 – 17:00 (GMT)