Frequently Asked Questions

ORDERS

Which payment methods do you accept?
We accept Visa, MasterCard, American Express, Delta/Connect or Maestro. We also accept PayPal and Apple Pay. Cash and Cheques are not accepted.

What do you mean by pre-order?
If an item is listed as ‘pre-order’ this means that the item is new and hasn’t come to the market yet. We want to give you the opportunity to see the product before launch and be first in line to purchase. Please bear in mind that this product may still being produced and will take a bit longer than usual to arrive. We will usually give an estimate of how many weeks are left until it hits our online store.

I forgot to add an item, can I add it to my existing order?
If we haven’t dispatched your item yet we may be able to amend your order or cancel it and reprocess it for you. Please contact us on orders@lunaandsoulactive.com and we will be happy to assist you.

Can I change the size or colour of my order?
We may be able to modify your order if it hasn’t been dispatched yet. Please contact us as soon as you can on  orders@lunaandsoulactive.com and we will be happy to assist you.

Can I cancel my order?
This depends on the status of your order and we may not be able to cancel items that have already been processed. Please contact us as soon as you can on orders@lunaandsoulactive.com. In the event that the item has already been processed for dispatch and we can no longer cancel it, we do still accept returns. Our standard returns policy applies.

What shall I do if something is wrong with my order?
We hope that this will never happen but we know that nobody is perfect. In case something slips through the net please contact us on  orders@lunaandsoulactive.com and we will be more than happy to help you. 

DELIVERY

How much is postage?
You can view delivery information here.

Free Shipping within Australia on all orders over $90 and on all Mala Bead Bracelets. Our standard delivery is $8.95 within Australia. The cost for International shipping is $15. All prices are in Australian Dollar / AUS.

How long do I need to wait for my order?
Domestic deliveries within Australia are between 1 - 10 business days and East Coast Metro between 1 - 5 business days.
​Rural areas can sometimes take up to 10 business days.
International deliveries are between 1 - 6 business days.

Which delivery method do you use?
We use carbon neutral delivery. We use Sendle in Australia and GoGreen DHL for international orders. 

How can I track my order?
Once your order is ready to be dispatched we will send you an email with a tracking number so you can follow its journey.

RETURNS

What is your return policy?
We know that you may occasionally need to return an item that may not be suitable. We will happily accept your return within 28 days of receipt of the item, if the item is still unworn and new with all hangtags attached to the product. To read our full policy please click here. 

I need to return something, what shall I do?
We are happy to help you with this, please email us on  orders@lunaandsoulactive.com.

Do you offer free returns?
Unfortunately we cannot offer free returns at this time. For further information please read more about Luna & Soul returns here. 

I would like to exchange an item
We are happy to help you with this, please email us on  orders@lunaandsoulactive.com.

When will I receive my refund?
Once we receive your returned item we will credit the original card that was used for the purchase. Please note that it can take between 2 and 4 business days for the refund to appear in your bank account. Please bear in mind that some banks may need longer and can take up to 10 business days.

Can I return my Christmas gift?
We are happy to refund the gift to the purchasers card directly once the return is received. Alternatively, we are more than happy to assist you to exchange it for a different item. Our standard returns policy applies. Please email us on orders@lunaandsoulactive.com and we will be happy to assist you.

PRODUCT INFORMATION

What are Luna & Soul garments made from?
All our clothes are made from certified organic fabric and environmentally friendly colours that are either dyed to global organic guidelines or naturally dyed. We want to make you look and feel great without having a negative impact on our environment!

Are your clothes certified organic?
Yes, we only use certified organic cotton and reputable suppliers who provide certificates for our raw material purchases.

How do I wash my clothes?
Please follow our washing instructions which you will find on the inside of your garments. As our clothes are organic and naturally dyed they should never be washed at a high temperature or soaked in water. Please click here for further information.

Why is the colour slightly different to the one on your website?
This is due to the natural dying process and is completely normal. We don’t use any chemicals to control the colour during the dying process so each piece will be unique and colour variations are normal.

FIT & SIZES

Do you have a size guide?
Yes, we do. Each of our product pages has an associated size guide that you can view.

I am between two sizes and I’m not sure which size to order. What should I do?
If you are unsure please have a look at our size chart or email us on  orders@lunaandsoulactive.com where we will be happy to assist you.

PRIVACY

Why do you need my personal phone number and email address?
This is so that we can contact you if we experience any problems with your order. We also like to keep you in the loop and let you know when your order is on its way. From time to time we may wish to contact you to let you know about our newest arrivals. If you do not wish to be contacted just unsubscribe by clicking the ‘unsubscribe’ link at the bottom of the email. We will never pass on your contact details to any third parties except to our courier who may need to contact you regarding your delivery.

GENERAL INFORMATION

How do I contact Luna & Soul?
Its easy, just email hello@lunaandsoulactive.com

How can I find out about Jobs at Luna & Soul?
If you are mindful and have the same values as us we would love to hear from you. Just send us an email on hello@lunaandsoulactive.com

How can I become an ambassador for Luna & Soul?
We love to make the world a better place and we are always on the lookout for brand ambassadors that share our values! We work with yoga and fitness instructors, gyms, yoga studios and individual influencers to spread our sustainable activewear message. Please get in touch with us on hello@lunaandsoulactive.com if this sounds like you!