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FAQ

Order Issues

First of all we are SO sorry! Not to worry though, our returns process only takes a few minutes. All of our returns are processed through our returns portal, please follow the prompts and submit your return within 24 hours. We will treat this at the highest of priority. If it is an urgent matter please get in touch with us via email at info@lunarfox.com.au and our customer service team will be able to help get this sorted for your right away.

Firstly, ensure the item isn’t lost amongst the wrapping or stuck to the inside of the parcel. Smaller items such as accessories are usually wrapped up amongst other items of clothing within your parcel. If you don’t have any luck here don’t stress – just get in touch with our customer service team via email info@lunarfox.com.au

We are so sorry! All of our returns are processed through our returns portal, please select "'incorrect item received” follow the prompts and submit your return within 24 hours. We will treat this at the highest of priority.  If it is an urgent matter please get in touch with us via email info@lunarfox.com.au and our customer service team will be able to help get this sorted for your right away.

Please ensure you have checked both your junk and spam folders in case the automatic email has been sent there. You can mark us as NOT JUNK so that you won’t miss an email from us in the future. Still no luck finding this one? Not to worry, just send us an email so we can help.

We will need to fix this for you right away before your order goes out the door, so please get in touch immediately with your correct shipping address.

Please ensure you pay close attention when placing and order as once it is placed we are unable to make any alterations to that order including cancellation.

When you add an item to your cart it does not take it out of stock. Just so you don’t miss out on your size, we suggest processing the order as quickly as possible.

Payment

We accept all major credit and debits cards, as well as PayPal. Australian customers also have the option to checkout with Afterpay. Afterpay are a third-party company who will set you up with a fortnightly payment plan to pay off your items and receive your order straight away.

Promo code not applying at the checkout? Ensure you have read its terms and conditions to ensure your code is valid. If you’re having any trouble applying your promo code or gift card code, just send through a screenshot of the page that displays on your screen to our email info@lunarfox.com.au so we can help.

AfterPay are a separate company to us, so we can't be sure of the exact reason why they are declining your transaction. The most common reasons for this can be because:
You do not have the full amount of funds available on your card at the time of purchase.
There may be restrictions in place with your details in the Afterpay system.
To be eligible for Afterpay you must hold and Australian Visa or Mastercard debit/credit card, be 18 years old or over, and must be an Australian resident.

Technical Issues

If you can’t log into your account using the details you used to create your account, you may not have been successful creating this originally. What you can do is try creating an account again to register your details. Still no luck? Just send an email to info@lunarfox.com.au so we can assist.

By following the reset my password links you can safely and securely reset your password directly. Just make sure to check your junk/spam folder for the automated notification.

Product & Stock Support

Send an email to info@lunarfox.com.au with the name/image of the style you’re after so we can check for you.

Delivery Help

We aim to have all orders shipped 24-36 hours after your order is confirmed. Express shipping is a timeframe of 24 hours.

*Please note that during our sale/promotional events, delivery may be longer than the specified delivery times above.

Check our delivery times and costs here: https://lunarfox.com.au/policies/shipping-policy

Once despatched you will receive a tracking number via email for your order. You’ll just need to pop this number into the link provided to track the progress of the parcel to you. It can take a few hours, sometimes 24 hours to show any kind of an update which is common for eParcels. Any concerns about your tracking not updating after three business days, just let us know.

Until your parcel has been sorted and scanned into an Australia Post facility there won’t be any tracking events for you to check on. Your tracking ID indicates that your parcel has been despatched from Lunar Fox and has started making it’s way to you. You’ll just need to give the tracking some time to update overnight or once it’s scanned as out for delivery.

Once a parcel leaves our warehouse, it is Australia Post who is liable for its whereabouts. It is best to contact their customer service team with your tracking number at hand and they will be able to give you a detailed response. Please email us at info@lunarfox.com.au to keep us updated and let us know if there is anything we can do on our end to assist you.

Lunar Fox are not responsible for the incorrect information provided within an order. The personal information entered by a customer is not accessible to Lunar Fox for editing for privacy reasons. If you have accidentally entered the wrong postal address please contact us immediately at info@lunarfox.com.au so we can alter this before your order is shipped. If your order has been shipped by the time you have noticed, please call Australia Post as your order is now in their service. If this situation arises we are more than happy to assist, although it is Australia Post who you must direct your enquiries to.

Returns Help

All of our returns are processed through our returns portal. All you need is your order number & email address to submit a return.

You can check on the status of your return or the shippment by logging back into the returns portal.

We will also update you via email for each stage of your return. If you haven't received any emails please check your junk/spam folder.

Unfortunately, Lunar Fox is only able to provide refunds for items assessed and deemed as faulty. A store credit or an exchange if requested will be provided in all other circumstances.

To check if we have received your return please log back into the returns portal with your order number & email address, you can to see the status of your return as well as the shipment information.

You will be notified via email once we have received your return (please check your
spam/junk folder).

Returns within Australia usually take between 3-5 business days from metro areas to reach our warehouse. More regional areas including WA can take closer to 8 business days.

We process all returns as quickly as possible, however please allow 24-36 hours and up to 4 days within peak seasons for us to process your return once we receive it. You will be notified via the email address used in your Lunar Fox Customer account. You can see the status of your return by logging back in the returns portal.

If you’ve opted for an exchange, we’ll let you know your new order details including tracking via email once processed. Your Exchange order will be sent to you within 36 working hours, please allow extra time in sale/peak seasons.

You can expect delivery as per your normal delivery estimates.

If your return is lodged or initiated within 15 days of receiving your items we can accept returns back for processing.

If you have completed your return via our returns portal, that’s all the info we’ll need from you.

If you have chosen to ship with your own courier (international only) please make sure to upload your tracking information in the returns portal, so you can monitor the parcel’s progress back to us.

Any returns that are received with no packing slip may be delayed. Please reach out to our team and let us know as soon as possible.

If you're sending items back to us for returns that were purchased using the AfterPay service, the return will provided as a store credit and you will continue paying off the scheduled payment plan.

All returns are processed for the total amount paid for the items after any discount codes redeemed on the order have been applied. Please ensure you check that your order did not obtain any original discounts and if the situation arises that you have received a refund or store credit of the incorrect amount please contact us via our email info@lunarfox.com.au and we will sort it out for you as soon as possible.

We are only able to accept returns on clearance/sale or discounted items for an exchange of a different size of the same colour, where available unless deemed faulty.

All refunds will be processed back to the original payment method used to place the order. If you have used a combination of store credit and card/PayPal/AfterPay then your store credit will be re-issued and your payment refunded.

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