Delivery & Returns

Delivery & Returns

Returns and Refunds

Please send all returns to: 

Luna Lash London Ltd

OSR Store Hammonds Farm

Romford

RM4 1RR

Return Policy

We conduct a strict quality control process and check each order carefully before they are processed and packaged. But in the unlikely event that your Luna Lash® order is faulty, please contact us right away. We will need a detailed description of the problem, along with an image or video, within 2 weeks of delivery. Each case is reviewed individually by a member of our team. If an issue is determined, we will do our best to resolve the matter.

Refunds or credits are not guaranteed. Lashes, glue and tools can be returned within 14 days of delivery. They must be unused and in their original packaging. Please contact help@lunalash.com if you require further assistance. 

If you wish to make a return due to difficulties applying your Luna Lashes, please reach out to us first. Our expert team of consultants can help guide you through the application process. Email us at help@lunalash.com or DM us on social media.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at help@lunalash.com

Exchange

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@lunalash.com and send your item to: OSR Store Hammonds Farm, Romford RM4 1RR.

Next Day Delivery

We offer next day delivery on all of our orders. Delivery is subject to Cut off point for next day delivery is 2 PM on any working day, Next Day Delivery is a working day delivery service and any orders placed after Thursday 2.00pm, will be delivered the following Monday. (All courier delivery services are subject to stock, courier area and availability and demand.)

Bank holidays and public holidays are for resting, so any next day deliveries placed on these days will be dispatched by our team the next working day.

International Deliveries

All exporters will be liable for tax and duty, please check country requirements before purchasing.

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