Refund policy

Returns & Exchanges Overview

We want you to love your footwear. Enjoy a hassle-free 120-day returns guarantee from the date of delivery for unworn items in original packaging.

Go to Returns Portal

1. Returns & Refunds

  • You have 120 days from delivery to return your items.
  • Footwear must be unworn, tried on indoors only, clean, and in original packaging with tags intact.
  • Please do not apply tape or shipping labels directly to the shoebox — always wrap the box in an outer bag or box.
  • A pre-paid Royal Mail returns label is included inside all UK parcels.
  • A £2.50 fee is deducted from your refund when using our pre-paid label or portal for change-of-mind returns. This fee does not apply to faulty or incorrect items.
  • Refunds are processed back to your original payment method within 7–14 business days of warehouse receipt.

2. Free Size Exchanges (UK)

  • We offer 100% free size exchanges on UK orders (subject to stock availability).
  • To swap sizes at no extra charge, please contact customer care or submit your request via our Returns Portal.

3. How to Return

  1. Visit the Lunar Returns Portal to book an InPost Locker, Royal Mail drop-off/collection, or DPD return, OR use the pre-paid label included in your box.
  2. Package securely inside an outer bag or shipping box with your delivery paperwork inside.
  3. Drop off your package and keep your proof of postage receipt.

Return address:
GRS Footwear / Lunar Shoes
1 Easter Park, Baker Road, Nelson Park West, Cramlington, Northumberland, NE23 1WQ

4. Faulty or Incorrect Items

If your shoes arrive defective or incorrect, contact us within 30 days at cs@lunarshoesonline.co.uk or call 01670 713344 for an immediate free replacement or refund.

5. Non-Returnable Items

  • Opened insoles (due to hygiene reasons)
  • Gift vouchers
  • Items marked as final sale
  • Items bought from independent boutiques or retailers (contact the retailer directly)

6. Statutory Rights & EU Cooling-Off

Under UK law and EU regulations, you hold the statutory right to cancel or return your order within 14 days of receipt. Our 120-day policy runs alongside and does not affect your rights under the Consumer Rights Act 2015.