Politique de remboursement

Important information

Here is a quick summary of our return and refund terms. Full details follow below.

• You have 30 days from receipt to return an item.
• Items must be unused, unworn and returned with tags and original packaging.
• Start a return by emailing us at info@nala-luna.com.
• For change-of-mind returns, you cover the return postage.
• Refunds are issued within 14 days to your original payment method.
• For damaged, defective or incorrect items, report within the same 30-day window and we cover a free replacement or full refund, including return shipping.

Our 30-day return window

We want you to be completely happy with your knitwear, jumpers, cardigans, dresses and tops from Nala Luna. If something isn't quite right, you may return eligible items within 30 days of receiving your order.

Condition of returned items

To be accepted for a return, items must be:

• Unused and unworn, with no signs of wear, marks, odours or damage;
• Returned with all original tags attached;
• In their original packaging.

We reserve the right to decline a refund or exchange for items returned in an unsatisfactory condition.

Items we cannot accept

For hygiene and safety reasons, items that have been worn, washed or altered, or returned without their original tags and packaging, may not be eligible for a refund.

How to start a return

To begin a return, please email us at info@nala-luna.com with your order number and the item(s) you wish to return. We will reply with confirmation and the return address, along with any instructions you need.

Please do not send items back before contacting us, as this helps us process your return quickly and correctly.

Return shipping costs

For change-of-mind returns, the cost of return postage is the customer's responsibility. We recommend using a tracked service, as we cannot be held responsible for returns lost in transit.

Where an item is damaged, defective or incorrect, we will cover the cost of return shipping (see below).

Refunds

Once we have received and inspected your returned item, we will process your refund within 14 days. Refunds are issued to your original payment method, in the currency in which you were charged.

Please note that the time it takes for the refund to appear in your account may depend on your bank or card provider.

Exchanges

If you would like a different size or colour, please email us at info@nala-luna.com and we will let you know availability. The quickest way to secure a different item is to return the original for a refund and place a new order. For change-of-mind exchanges, standard return postage applies as above.

Cancellations

If you wish to cancel your order, please contact us as soon as possible at info@nala-luna.com. Orders placed before 3:00 PM GMT begin processing the same day, so we may not always be able to stop an order before it is dispatched. If your order has already shipped, you can return it once received under our standard 30-day return policy.

Damaged, defective or incorrect items

We take great care with every order, but if your item arrives damaged, defective or incorrect, please let us know within the same 30-day window from receipt.

Email us at info@nala-luna.com with your order number and, where possible, photographs of the issue. Once confirmed, we will provide either a free replacement or a full refund, and we will cover the cost of return shipping. You will not be out of pocket for a fault on our part.

Company Information

Store Name: Nala Luna

Company: Nala Luna

Address:
2-4 Great Eastern St, 
London EC2A 3NW, 
United Kingdom

Email: info@nala-luna.com

Phone: +44 7460015994

For the quickest response, please email us first at info@nala-luna.com before calling.

Customer Service Hours
Monday – Friday: 9:00 AM – 8:00 PM
Saturday: 9:00 AM – 6:00 PM
London time (GMT / BST)