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ORDERS
Which payment methods do you accept?
We accept Visa, MasterCard, American Express, Maestro, PayPal, and Apple Pay. Cash and cheques are not accepted.
What does 'pre-order' mean?
If an item is listed as ‘pre-order’ it means the item is new and not yet available. We want to give you the opportunity to see the product before launch and be first in line to purchase. Please note the item may still be in production and will take a little longer than usual to arrive. We will provide an estimated arrival timeframe on the product page.
I forgot to add an item — can I update my order?
If your order hasn’t been dispatched yet, we may be able to amend or reprocess it for you. Please contact us as soon as possible at hello@lunaandsoul.com.au and we’ll do our best to help.
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 possible at hello@lunaandsoul.com.au. You’re also welcome to visit us in store at Shop 168, 322–326 Coventry Street, South Melbourne Market, VIC 3205.
Can I cancel my order?
This depends on the status of your order. Please contact us immediately at hello@lunaandsoul.com.au. If your order has already been dispatched, we’re unable to cancel it, but our standard returns policy applies.
Something is wrong with my order — what should I do?
We’re sorry to hear that! Please contact us at hello@lunaandsoul.com.au and we’ll make it right as quickly as possible.
Can I return or exchange an item I have purchased online in your store?
If you purchased online, you're welcome to return or exchange your item in person at our South Melbourne Market store — no need to post it back! However, please note that refunds can only be processed back to the original payment method used at the time of purchase and cannot be issued in store.
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DELIVERY
How much does shipping cost?
Australia: $10.95 for clothing and accessories | $19.95 for yoga mats
International: $35.00 AUD (under 1kg) | $74.95 AUD (over 1kg)
All prices are in Australian Dollars (AUD).
Free click & collect is available at South Melbourne Market and our Braeside Office.
How long will my order take to arrive?
Australia — Metro: 1–5 business days
Australia — Regional/Rural: Up to 10 business days
International: 5–15 business days
Delivery times may be longer during sale periods, public holidays, and peak seasons.
Which delivery carriers do you use?
Within Australia we ship via Australia Post, Fastway, and Couriers Please. For international orders we use Australia Post and GoGreen DHL — a carbon-neutral delivery option.
How do I track my order?
Once your order is dispatched you’ll receive an email with your tracking number so you can follow your parcel’s journey.
What if my delivery address is incorrect?
Please double-check your address carefully at checkout. We take no responsibility for parcels lost due to an incorrect address, and additional shipping charges will apply if goods are returned to us as a result.
Do you ship internationally?
Yes! We ship worldwide. Please note that customs charges and import taxes may apply depending on your country — these are not included at checkout and are the responsibility of the customer. We recommend checking with your local customs office before ordering. We are legally required to declare the full value of your order on shipping invoices.
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RETURNS & EXCHANGES
What is your returns policy?
We happily accept returns lodged within 28 days of delivery. To be eligible for an exchange, refund, or store credit, items must be:
We suggest removing makeup and avoiding deodorant before trying on your items to keep each piece fresh for its next mindful home.
What can I return or exchange?
How do I start a return?
Complete our Return Form and include it inside your return parcel. Returns without a completed form cannot be processed. Send your parcel to the address on the form within 28days of delivery.
Do you offer free returns?
Return postage is at the customer’s expense unless the item is faulty. We strongly recommend using a tracked delivery method — we cannot process refunds for items we have not received.
Are there any restocking fees?
AfterPay purchases: A 6% restocking fee applies, as merchant fees are non-refundable.
All other payment methods: A 3% restocking fee applies.
We review these fees periodically to ensure they reasonably reflect our costs.
When will I receive my refund?
Once we receive and process your return (up to 7 business days, extended during peak periods), we’ll credit the original payment method used at checkout. Please allow a further 2–5 business days for the refund to appear — some banks may take up to 10 business days.
I’d like to exchange an item for a different size, colour, or style.
We’re happy to help! Please email us at hello@lunaandsoul.com.au and we’ll guide you through the process.
Can I return a Christmas gift?
Yes! We can refund the gift to the original purchaser’s card, or exchange it for a different item. Our standard returns policy applies. Please email us at hello@lunaandsoul.com.au and we’ll be happy to assist.
What if my item is faulty?
Please contact us immediately at hello@lunaandsoul.com.au if you receive a faulty or incorrect item. Faulty items are handled in accordance with Australian Consumer Law.
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PRODUCT INFORMATION
What are Luna & Soul garments made from?
All our clothes are made from natural, sustainably sourced materials including cotton, GOTS certified organic cotton and Tencel. We want you to look and feel great — without leaving a negative impact on our planet
Are your clothes certified organic?
We use a mix of certified organic and natural materials across our range, including GOTS certified organic cotton. Our Made in Australia collection is crafted entirely from GOTS certified organic cotton, reflecting our highest standard of sustainability.
How should I wash my clothes?
Please follow the care instructions on the label inside your garment. Unlike synthetic fabrics, natural materials are breathable and don't need to be washed after every wear — simply airing your pieces outside is often enough to keep them fresh. When washing is needed, we recommend a cold hand wash or a gentle cold machine cycle to extend the life of your garment. Visit our care guide on the website for more detail.
Why does the colour look slightly different on the natural plant dye styles from the website?
This is completely normal and a beautiful result of our natural plant dyeing process. Unlike conventionally dyed items, natural plant dyes can vary slightly in shade, meaning each piece is truly one of a kind. If an item is plant dyed, this will be noted in the product description. All other items are conventionally dyed and will be true to the colour shown on the website
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FIT & SIZES
Do you have a size guide?
Yes! Each product page has a size guide you can view before purchasing.
I’m between two sizes — what should I order?
We recommend checking our size chart first. If you’re still unsure, email us at hello@lunaandsoul.com.au and we’ll be happy to help you find your perfect fit.
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PRIVACY
Why do you need my phone number and email address?
We use your contact details to keep you updated about your order, including when it's been dispatched and on its way to you. We may also reach out if an item is unavailable or if there are any issues with your order. From time to time we may send you information about new arrivals and promotions — you can unsubscribe at any time by clicking the link at the bottom of any email. We will never share your details with third parties, except our delivery carrier who may need to contact you regarding your delivery.
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GENERAL INFORMATION
How do I contact Luna & Soul?
Email us at hello@lunaandsoul.com.au or visit us in store at Shop 168, 322–326 Coventry Street, South Melbourne Market, VIC 3205.
Do you offer discount codes?
Yes! We occasionally offer discount codes exclusively to our community. Join our mailing list and follow us on social media to be the first to hear about promotions, product launches, and special offers.
Discount codes are redeemable on our Luna & Soul website only and cannot be used through affiliates.
How do I find out about jobs at Luna & Soul?
If you share our values and love what we do, we’d love to hear from you. Send your details to hello@lunaandsoul.com.au.
How do I become a Luna & Soul ambassador?
We’re always looking for brand ambassadors who share our passion for sustainability! We work with yoga and fitness instructors, gyms, yoga studios, and influencers. If this sounds like you, get in touch at hello@lunaandsoul.com.au.
