During these uncertain times, we'd like to give you some reassurance about ordering from Lunar.
We know you may need a little longer to make any returns during this time. We have increased our Returns window to 60 days. Our standard returns policy rules still apply, but we hope this will make life a little bit easier.
Lunar Shoes offer a generous 28 day (60 days during the covid-19 outbreak) returns policy where any orders can be returned to us, for whatever reason, for a full refund or size exchange as long is the item is returned in its original, unworn condition.
Items cannot be marked, damaged or dirty so please try on your shoes on a carpeted floor and make sure you are happy with the fit before wearing outside. Please return shoes in the original shoe box with any original tags intact. Your rights to return goods are protected under the EU Distance Selling Directive.
How do I return orders? - UK - Inside your parcel you will find a pre-paid returns label so you can send goods back to us. Simply package your shoes securely, fix the label to the parcel and take to the Post Office. You will have nothing to pay as the label is prepaid. Please make sure you get a proof of postage as you will need this if the parcel goes missing.
REFUND: If you require a refund, please use the same return label but we will deduct £2.50 from your refund to cover the cost of returning the shoes to us. Unfortunately, any original postage costs cannot be refunded.
INTERNATIONAL - You a responsible for the cost of returning shoes yourself, please ensure a tracked service is used.
EXCHANGE - If you want to exchange your shoes for another model or size, your return cost and the cost of us sending you another pair is absolutely FREE.
INTERNATIONAL- Orders cannot be exchanged, they must be returned for a refund and a fresh order placed.
What information should I put in my parcel? - Please advise your name, address and order number with original paperwork if possible. Please clearly state if you would like a size exchange or a refund. If you have a copy of your order number, please include this too. If there is no note inside, we will automatically issue a refund, less the £2.50 returns postage cost.
What address should I send my goods to? - If you are outside the UK or simply wish to return the item to us yourself, please send to: Mail Order Returns, GRS Footwear, Lunar House, 1 Easter Park, Baker Road, Nelson Park West, Cramlington, Northumberland, NE23 1WQ.
Please note that if you send the goods back to us using your own carrier, we will not refund your costs.
If you wish to send the goods back yourself, please send to: GRS Footwear (Returns), C/O Zipex, Dept 98-0005, 8401 NW 17th St, Miami, FL, 33191, USA.
How long will it take to process my refund? - The Post Office Service takes 3 working days to get good back to us. We endeavour to do this within 3 days of receipt, however, please allow up to 28 days to cover any issues. Please remember it can sometimes take up to 14 days for the post office / Courier to get the goods to us.
Will I be charged another delivery fee to change my size? - No, we really are lovely people and want you to enjoy your Lunar shoes. We will send you your replacement free of any extra delivery charge.
What happens if my item is damaged or is not the correct item? - We hate it when this happens, but mistakes can occasionally occur. If your item is faulty or incorrect, please call Customer Services on 01670 713344 and we will arrange for your item to be replaced or refunded- including your returned postage charges.
What are my Consumer Rights? - None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforce ability of the remainder.
I didn't buy my shoes from you, but will you refund or exchange them for me? - We regret that only items purchased directly from us can be refunded or exchanged by us. If you bought your shoes from another retailer and have any issue whatsoever, you must deal directly with that retailer and show them your valid proof of purchase. Lunarshoes.co.uk or GRS footwear cannot deal with any issue if your shoes were not purchased directly from us.