At Luna Soles, we are committed to providing a secure, transparent and customer-focused shopping experience for shoes delivered within France. We understand that order, payment or delivery issues may occasionally arise, and we aim to resolve all concerns fairly and efficiently.
This policy explains how we handle order issues, delivery concerns, payment disputes and chargebacks.
Contact Our Support Team First
If you experience a problem with your order, please contact our support team before opening a dispute with your bank, card issuer or payment provider.
Contacting us first allows us to investigate the issue and offer an appropriate solution under our published policies.
- Support email: support@lunasoles.store
- Response time: We aim to respond within one business day.
Contacting us does not limit your right to contact your bank, card issuer or payment provider.
Information Required
To help us investigate your concern, please provide:
- Your full name
- Your order number
- The email address used to place the order
- A clear description of the issue
- Photographs of the shoes, packaging and shipping label where relevant
- Any relevant tracking or payment information
Providing complete and accurate information helps us review and resolve your case more efficiently.
Delayed or Missing Delivery
If your shoes have not arrived within the estimated delivery period shown in our Shipping Policy, contact us at support@lunasoles.store.
We will review the tracking information and contact the shipping carrier where necessary. Depending on the outcome of the investigation, we may arrange a replacement, refund or another appropriate resolution.
Please do not open a chargeback solely because tracking information is temporarily delayed or has not yet been updated. Contact us first so we can investigate the shipment.
Damaged, Defective or Incorrect Shoes
If your shoes arrive damaged, defective, incomplete or different from what you ordered, contact us promptly.
Please email clear photographs of the shoes, packaging and shipping label, together with your order number and a brief description of the issue.
We will review the information and provide an appropriate solution in accordance with our Return and Refund Policy.
Standard Return Requests
Our return eligibility requirements, free return shipping procedure, downloadable prepaid return label and refund process are explained in our Return and Refund Policy.
Eligible return requests must be submitted within 30 days of delivery.
A standard return request should be submitted directly to Luna Soles rather than through a bank or payment dispute.
Order Cancellations
If you wish to cancel an order, contact us immediately at support@lunasoles.store.
Orders may be cancelled for a full refund before they have been processed or dispatched. If an order has already entered processing or has been shipped, you may need to receive the order and follow our standard return procedure.
Duplicate or Unrecognized Charges
If you believe you have been charged more than once or do not recognize a payment from Luna Soles, contact us immediately.
Please provide the order number, transaction date, amount charged and any other relevant details. Do not send your complete card number, password, security code or other confidential banking credentials by email.
We will review our payment records and help identify the transaction.
Understanding the Chargeback Process
A chargeback is a payment dispute handled by your bank, card issuer or payment provider according to its own procedures and timelines.
We encourage you to contact us first because many order concerns can be resolved more quickly through our customer support team. However, contacting us does not restrict your right to contact your payment provider.
Once a chargeback has been opened, the payment provider may control the investigation and final decision. This can limit our ability to issue a separate refund while the dispute remains active.
Chargeback Evidence
If a bank, card issuer or payment provider asks us to respond to a dispute, we may provide relevant records connected to the transaction, including:
- Order details
- Payment confirmation
- Shipping and tracking information
- Delivery confirmation
- Customer communications
- Return and refund records
- Relevant store-policy information
We will only provide information reasonably necessary to respond to the dispute and will handle personal information in accordance with applicable privacy and data-protection requirements.
Fraud Prevention and Misuse
Suspected fraud, unauthorized payment activity or misuse of the dispute process may be handled according to the payment provider’s rules and applicable law.
Where appropriate, we may restrict future orders associated with confirmed fraudulent activity or take other measures permitted by law.
This section does not limit any legitimate consumer rights concerning damaged, defective, misdescribed, undelivered or unauthorized purchases.
Resolving a Dispute
We aim to resolve genuine customer concerns fairly. Depending on the circumstances and the evidence available, an appropriate resolution may include:
- Updated delivery information
- Assistance with a delayed shipment
- A replacement pair of shoes
- A return authorization
- A downloadable prepaid return label
- A full or partial refund
- An explanation of the transaction or order status
Any return or refund remains subject to our published policies and applicable consumer law.
Contact Information
Trading name: Luna Soles
Support email: support@lunasoles.store
Business hours: 9:00 AM–5:00 PM, Monday to Friday, Central European Time (CET/CEST)
Weekend: Closed
Business address: 106 Rue Victor Basch, 52100 Saint-Dizier, France
Live assistance: Click the Chat icon in the bottom-right corner of our store to speak with our support team.