Refund policy
Return & Refund Policy
At Luna Soles, customer satisfaction is our priority. We offer a 30-day return policy, meaning you have 30 days from the date you receive your shoes to request an eligible return.
This policy does not affect your statutory consumer rights under French or European Union law.
Return Eligibility
To qualify for a return:
- Your return request must be submitted within 30 days of delivery.
- The shoes must be unworn, unused and undamaged.
- Shoes may only be tried on indoors on a clean surface.
- Shoes must be free from dirt, stains, scratches, odours, pet hair and other signs of wear.
- All original tags and labels must remain attached.
- The shoes must be returned with all included accessories and packaging.
- Shoes must be returned in their original shoe box.
- The original shoe box must not be used as the external shipping box.
- You must provide your order number or valid proof of purchase.
Shoes showing signs of outdoor use, washing, alteration, misuse or customer-caused damage may not qualify for a return.
Size and Fit Returns
If your shoes do not fit as expected, you may request a return within 30 days of delivery, provided they meet all return eligibility conditions.
The quickest way to obtain another size, colour or style is to return the original pair and place a new order for the preferred item.
Damaged, Defective or Incorrect Shoes
Please inspect your order shortly after delivery. If your shoes arrive damaged, defective, incomplete or different from what you ordered, contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the shoes
- Photographs of the packaging and shipping label, where relevant
Keep the shoes, packaging and shipping label until we have reviewed your claim.
Return Shipping
Eligible returns approved under this policy are free of charge. We do not charge return-shipping or restocking fees.
After your return request has been approved, we will provide a prepaid return label by email. You must download and print the return label, attach it securely to the outside of the return package, and follow the provided shipping instructions.
If you cannot download or print the return label, contact us at support@lunasoles.store for assistance.
Do not return shoes before receiving approval and the prepaid return label. Unauthorized returns or shoes sent to an incorrect address may not be accepted.
The authorized return address will be shown on the prepaid return label. Do not send returns to our registered business address unless our support team specifically instructs you to do so.
How to Request a Return
Email support@lunasoles.store and include:
- Your full name
- Your order number
- The shoes you wish to return
- The reason for the return
- Photographs if the shoes are damaged, defective or incorrect
Exchanges
We do not currently offer direct exchanges for a different size, colour or style.
Return the original shoes by following the instructions above and place a new order for your preferred item. If you received damaged, defective or incorrect shoes, our support team may offer a direct replacement where appropriate.
Order Cancellations
Orders may be cancelled for a full refund before they have been processed or dispatched.
Once an order has entered processing or has been shipped, cancellation may no longer be possible. After receiving the order, you may request a return under this 30-day return policy.
For more information, review our Order Cancellation Policy.
Refunds
We will inspect your returned shoes and notify you whether your refund has been approved.
Approved refunds will:
- Be issued to your original payment method.
- Include refundable standard delivery charges where required by applicable law.
- Be processed without unnecessary delay after your return has been received and approved.
Where permitted by law, we may withhold the refund until we receive the returned shoes or you provide acceptable evidence that they have been shipped.
Your bank, card issuer or payment provider may require additional processing time before the refund appears in your account. If you have not received an approved refund after the normal processing period, contact support@lunasoles.store.
Return Exceptions
The following shoes may not qualify for change-of-mind returns where permitted by applicable law:
- Personalized, customized or made-to-order shoes
- Shoes altered at the customer’s request
- Shoes showing signs of outdoor wear, washing, misuse or customer-caused damage
- Shoes returned without their original box, tags, accessories or required packaging
These exceptions do not limit your rights concerning shoes that are faulty, damaged, misdescribed or otherwise protected under applicable consumer law.
Contact Information
Trading name: Luna Soles
Support email: support@lunasoles.store
Business address: 106 Rue Victor Basch, 52100 Saint-Dizier, France