Refund policy
Return & Refund Policy
At Luna & Zola, we want you to be happy with your purchase. If you are not completely satisfied with your order, you may request a return within 30 days of receiving your order.
Return Conditions
To be eligible for a return, the item must be:
- Unworn and unused;
- In its original condition;
- Returned with all original tags and packaging;
- Free from damage, stains, odours or signs of wear.
To request a return, please contact us at support@lunazola.co.za and include your full name, order number and reason for the return.
Please do not send your return before contacting us. Our customer service team will provide you with the appropriate return instructions.
Return Shipping
Return shipping costs are the responsibility of the customer unless the item received is defective, damaged or incorrect.
We recommend using a trackable shipping service, as Luna & Zola cannot be held responsible for returned parcels that are lost in transit.
Return Handling Fee
A 10% return handling fee may be deducted from the refund amount for returned orders. This fee helps cover the processing, inspection and handling of returned items.
This fee does not apply where the return is due to an incorrect, damaged or defective item supplied by us.
Damaged or Incorrect Items
If you receive an incorrect, damaged or defective product, please contact us as soon as possible at support@lunazola.co.za with your order number and clear photographs of the issue.
We will review the request and provide an appropriate solution.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow additional processing time for your bank or payment provider to credit the funds to your account.
Original shipping charges, where applicable, are generally non-refundable unless the return is due to an error on our part.
Exchanges
If you would like a different size or colour, please contact us at support@lunazola.co.za. Availability of replacement items cannot be guaranteed.
Non-Returnable Items
For hygiene and safety reasons, certain products may not be eligible for return once opened, worn or used. Any applicable exclusions will be clearly communicated where required.
Contact
For all return and refund enquiries:
Luna & Zola
Email: support@lunazola.co.za