Shipping and Returns Policy

Shipping Information
At Luna Eyewear, we want your new eyewear to reach you as quickly and safely as possible. Here’s everything you need to know about our shipping process:

  • Free Shipping: Enjoy free shipping on all orders over $200 within Australia.

  • Shipping Charges: For orders under $200, a flat shipping fee of $14.95 applies.

  • Processing Time: Orders are typically processed within 2 business days.

  • Delivery Time: Once your order is dispatched, delivery usually takes between 3-7 business days, depending on your location within Australia.

  • Courier Service: We partner with trusted local couriers to deliver your order. You will receive a tracking number via email once your order has been dispatched.

International Shipping
We do offer international shipping which will be calculated at checkout.

Returns & Exchanges Policy
At Luna Eyewear, your satisfaction is our priority. We want you to love your eyewear, and we’re here to guide you through every step of the process. If you’re unsure about your selection, our expert opticians are happy to help you find the perfect fit. Whether you’re choosing frames or prescription eyewear, we offer personalized advice to ensure your new glasses look and feel great. Contact us to schedule a consultation or upload/email a photo, and we’ll provide tailored recommendations.

  • Exchanges & Store Credit
    We want you to find eyewear you’ll wear every day with confidence. If you’re not fully satisfied with your purchase, we’re happy to offer exchanges or store credit. Store credit is valid for one year from the date of issue and can be used on any future purchase. Our goal is to ensure you feel fantastic about your eyewear, and we’re here to help you every step of the way.

  • Refunds and Exchanges under Australian Consumer Law
    While we’re not required to offer a refund for a change of mind, we fully comply with Australian Consumer Law. If you experience a major problem with your purchase, you are entitled to a refund or exchange. A major problem includes when the item:

    • Has a problem that would have stopped someone from buying it if they had known about it.

    • Is unsafe to use.

    • Is significantly different from the sample or description provided.

    • Doesn’t do what we said it would, or what was requested, and can’t be fixed.

If the issue is not major, we will repair or replace the item within a reasonable timeframe.

  • How to Contact Us for Help
    If you're unsure about the fit or suitability of your frames, don’t hesitate to reach out to our friendly team. We’ll guide you on choosing the perfect eyewear for your face shape and personal style. Please contact us at info@lunaeyewear.com.au, and we’ll be happy to assist with any questions.

  • Returns
    You may return most items within 14 days of receiving your order for a full refund or exchange, provided the items are unused, in their original packaging, and in saleable condition.

  • Exchanges
    If you’d like to exchange your sunglasses or optical frames, please contact us within 14 days of receiving your order. Exchanges are subject to product availability.

  • Non-Returnable Items
    All discounted items, or any items that have been worn or altered cannot be returned or exchanged.

  • Return Process
    To initiate a return or exchange, please contact our customer service team at info@lunaeyewear.com.au with your order number and details of the items you’d like to return or exchange. We’ll provide you with all the instructions.

  • Return Shipping Costs
    Unless the product is defective or incorrect, you are responsible for return shipping costs. We recommend using a tracked service for returns to ensure safe delivery.

Damaged or Faulty Items
If you receive a damaged or faulty item, please contact us immediately. We’ll arrange for a replacement or refund, and we’ll cover any return shipping costs.

Refunds
Once your return is received and inspected, we will process your refund to the original payment method used at the time of purchase. Please allow up to 7-10 business days for the refund to be processed.

International Orders: Taxes, Duties, and Returns
When shopping with Luna Eyewear from outside Australia, please note that your order may be subject to import duties, taxes, and customs fees, which are determined by your local government. These charges are separate from the cost of your order and are the responsibility of the customer at the time of delivery.

Depending on the value of your order, customs may reach out to you for additional fees. We recommend checking with your country’s customs office before making your purchase to understand any applicable charges.

No Returns or Exchanges for International Orders
Please double-check your order carefully, as we do not accept returns or exchanges for change of mind on international orders. If your item arrives damaged or defective, please reach out to our customer service team at info@lunaeyewear.com.au within 7 days of delivery, providing clear photos of the issue. We will do our best to resolve the problem for you.

Please note that initial shipping fees are non-refundable for international exchanges.

Contact Us
If you have any questions or need assistance with your order, please don’t hesitate to reach out to our friendly customer service team at info@lunaeyewear.com.au. We’re here to help!