RETURNS, REFUND & SHIPPING POLICY
The following outlines our returns and refund policy.
By processing your payment with Lunar Fox, you are accepting the following terms and conditions regarding shipping and any returns of your purchases. We can accept returns on all full priced items within 15 days of the delivery date. Please note we only accept returns on sale items for a different size of the exact same item if available, unless deemed faulty. Please see our FAQ's Page for more.
Please note that refunds will strictly ONLY be provided for items assessed and deemed as faulty. A store credit or exchange (if requested) will be issued in all other circumstances.
All return policies issued by Lunar Fox abide by and are in line with the Australia Consumer Law (ACL).
If you require clarification or have any questions, please contact customer care team via email at info@lunarfox.com.au
BLACK FRIDAY SALE
All purchases within our Black Friday Sale can be returned for another size if availiable, or a refund to store credit.
DO I QUALIFY FOR A RETURN?
It has been less than 15 days since delivery of your order.
You have proof of purchase.
All tags are still attached, and the item is in its unworn and original condition.
You have read through & understand our returns information & agree to our returns, refund & shipping policy.
HOW DO I MAKE A RETURN?
All returns MUST be processed through our return’s portal. To make a return please follow the steps below:
1. Read the returns policy information below to ensure you qualify for a return.
2. Head to our return’s portal. (Access our returns portal here: RETURNS PORTAL )
3. Enter in your order number + email address & agree to our terms and conditions.
4. Follow the prompts & enter in any required information. Once you are happy with your return you can submit it.
5. Download & print the prepaid returns label & packing slip. Follow the shipping instructions and post your return. We DO NOT accept drop offs at our return location.
6. You will be updated via email on each stage of your return, please check your junk/spam folder if you haven’t received any correspondence. You can also check the status & shipment information on your return by logging back into the return’s portal.
7. Once we have received your return allow 36 working hours for your return to be processed. Please allow extra time in sale/peak seasons.
8. If you have any questions/issues regarding your return, please contact our customer care team at info@lunarfox.com.au
RETURN INFORMATION
· All items must be in original, unworn condition with tags attached – we will not accept garments that have been washed, have make-up/stains or hair/animal fur.
· All returns must be submitted via our return’s portal within 15 days of delivery.
· All returns will be reviewed before approval, if your return is not in line with our returns policy or meets the requirements of our terms and conditions it will be rejected & your item will be returned to you. If you have an exchange order it will be cancelled. All returns will be reviewed within 24 working hours.
· Any return that is not processed through our return’s portal will be issued a credit or may be rejected.
· For all full priced items, you can opt for a credit or an exchange.
· If your exchange items value is greater than your original items value, you will be prompted to pay the difference before your return is submitted.
· If your exchange items value is lesser than your original items value, you will be credited the difference via email after your return has been submitted & received.
· Any return that does not include a packing slip, may result in your return process being delayed.
· Any return request that isn’t received at our warehouse within 28 days will be cancelled & you will be notified via email. Your prepaid label will be voided & you will not be able to resubmit your return as it is outside of the return period (15 days from delivery). Will we send you a reminder via email on the 7th day & 21st day to let you know you return request will soon expire.
· Once your return has been received, all items will undergo a quality review. Once cleared your return will be processed. You will receive an email notification once your return has been received & when your return has been resolved. Allow 36 working hours for your return to be processed once we have received it, please allow extra time in sale/peak seasons.
· All credits will be processed at the value of your original items purchase price after any discounts have been applied, minus your return postage fee. This will be sent to you via email. If you have not received your credit note, please check your junk/spam folder. All credit notes are valid for 3 years from the date of issue.
· Sale page items are only able to be exchanged for the exact same item including colour, for a different size where available. If a different size is not available, we are unable to accept a return, unless your item is deemed faulty.
· All exchanges will be sent via standard shipping, you will receive an email with your new order number and tracking information once your return has been processed. Please check your junk/spam folder if you haven’t received it
· All international exchanges outside of New Zealand will be emailed a link to pay an exchange postage fee of $20.00 AUD.
· We do not post your exchanges back out to you for free. Please see our return shipping costs below:
|
|
AUSTRALIA |
NEW ZEALAND |
INTERNATIONAL |
|
CREDIT (covers cost of return) |
$9.95 |
$15 |
cost of return to us (This will depend on your choice of courier) |
|
EXCHANGE (covers cost of return & shipment of new exchange order) |
$15 |
$25 |
$20 + cost of return to us (This will depend on your choice of courier) |
|
FAULTY (covers cost of return & shipment of new exchange/replacement order if selected) |
Free |
Free |
Reimbursed Standard Shipping |
FAULTY ITEMS
· Lunar Fox has strict quality control procedures in place. Every item that leaves our warehouse is individually checked and signed off before being shipped.
· All faulty returns MUST be submitted within 24 hours via our return’s portal. Please select “FAULTY” as your reason & follow the prompts to submit your return.
· You must include clear images of the actual fault as well as a description of the fault.
· Please ensure you do not throw out any of the packaging information as this will be required to move forward with processing your return.
· A refund will only be provided to your original payment method if an item is assessed and deemed as faulty.
· An item that does not fit/suit an individual personal preference or body proportions does NOT deem a garment faulty & does not qualify for a faulty return.
· Please note excess threads left from the manufacturing process are not considered as a manufacturing fault. This occurs naturally in the manufacturing process and can easily be cut off without damaging the garment & affecting the integrity.
· Garments damaged during wash or wear & tear will not be considered as a faulty product.
· If your item is not faulty, your return will be rejected.
· All faulty returns are treated with the highest of priorities.
REFUNDS
· A refund will ONLY be provided if an item is assessed and deemed as faulty, change of mind purchases including items that do not suit/suit an individual’s personal preference or body proportions will receive a store credit or exchange (if requested) will be issued in all other circumstances. Items returned outside their respective period will not be accepted.
· Refunds on faulty items will be issued for the price you paid for the item along with any shipping costs and will be provided in the same form as your original purchase.
· If you forget to use the code or credit in your order, we are unable to refund/credit the difference to amend this.
· We do NOT provide refunds to your original payment method for order cancellations, or removing of item/s, including post purchase items through our order editing app, regardless of the circumstances.
· If you purchase your own exchange order instead of processing it via our return’s portal, it will be treated as a standard order and only a credit or exchange will be offered.
· Please note that gift cards are non-refundable.
AUSTRALIA POST
LOST/STOLEN PACKAGES
Lunar Fox cannot accept responsibility for items that are lost or damaged when being sent out or returned to us. Lunar Fox are happy to assist with any questions, but please direct all inquiries to Australia Post. If this situation arises, the customer can only be reimbursed if Lunar Fox are approved a credit by Australia Post for the lost/damaged item. We highly recommend customers keep a copy of their tracking number when returning items to Lunar Fox. If we do not receive a return/receive a return damaged, we are not required to compensate the customer.
COVERED BY THIS SERVICE
Our Australia Post Service offers delivery with safe drop or will be sent to the post office at the driver’s discretion. This means if you are not home at the time of the delivery, your order will be left in a safe place, so it is ready and waiting for you. Australia Post will also take a photo of where your order was left. If you have specific instructions on where you need your post delivered, please contact Australia Post with your tracking number and give them this information. Any instruction left in the notes section on a Lunar Fox order cannot be passed onto Australia Post as we are a separate service.
