Effective Date: July 2026

At Luna & Loam, many of our products are sourced or made to order specifically for each customer. As such, we kindly ask that you review your order carefully before confirming your purchase.

Returns

We do not accept returns for:

Change of mind

Incorrect product, colour, size, or quantity selected by the customer

Customised or made-to-order products

Clearance or final sale items

Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect item, please notify us within 24 hours of delivery with clear photographs of:

The product

The packaging

The shipping label

Once reviewed, we will arrange a replacement, exchange, or another appropriate resolution where applicable.

Exchanges

Exchanges are only available where products:

Arrive damaged during transit

Are supplied incorrectly by Luna & Loam

Have a confirmed manufacturing defect

Refunds

Refunds are only issued where a replacement or exchange is not possible.

Orders may be cancelled within 24 hours of purchase for a full refund, provided processing has not commenced.

After this period, or once your order has entered processing, manufacturing, or procurement, all payments, including deposits, are non-refundable.

Refunds, where approved, will be processed using the original payment method.

Need Assistance?

If you have any questions regarding your order, please contact us at lacasa@luna-loam.com