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Frequently Asked Questions
Everything you need to know about ordering, shipping, returns and our organic cotton activewear. Can't find your answer? Email us at hello@lunaandsoul.com.au
Shipping and Delivery
How much does delivery cost, and how long does it take?
Exact shipping cost for your order and destination will always be shown at checkout before you pay.
Do you ship internationally?
Yes, we ship worldwide. Please note that customs charges and import taxes may apply depending on your country, these aren't included at checkout and are the customer's responsibility. We'd recommend checking with your local customs office before ordering. We're also legally required to declare the full value of your order on shipping invoices and are unable to alter this.
How long until my order is dispatched?
We aim to dispatch all orders within 2 to 4 business days. As we fulfil orders from two locations, our South Melbourne Market store and our Braeside office, dispatch times can vary slightly depending on where your items are held. Once your order is on its way, we'll email you a tracking number.
Which delivery method do you use?
We ship domestically via Australia Post, Fastway, and Couriers Please, and internationally via GoGreen DHL, choosing the best option for each order based on cost and delivery speed. Whichever courier is used, you'll always receive a tracking number once your order is dispatched. Please note we can't be held responsible for delays caused by postal or logistics providers once your order has left our hands.
I entered my delivery address incorrectly, what do I do?
Email us at hello@lunaandsoul.com.au as soon as you can. If your order hasn't been dispatched yet, we'll update it for you. If it's already on its way, we'll do what we can with our courier, though we can't guarantee a redirect once it's left our warehouse. Please double check your address at checkout, as 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.
How can I track my order?
Once your order is dispatched, we'll send you an email with your tracking number so you can follow its journey.
My tracking hasn't updated in a few days, should I worry?
Not yet. It's normal for tracking to pause for a few days while a parcel moves between depots. If there's been no movement for more than 10 business days, email us at hello@lunaandsoul.com.au and we'll follow it up with the courier on your behalf.
My tracking says delivery was attempted but I wasn't home, what do I do?
Your local post office or courier depot is usually holding the parcel for collection or will attempt redelivery. It's worth checking with them directly first using the tracking number, as this is often the fastest way to sort it out. If you're still stuck after that, email us and we'll help.
My tracking says delivered, but I haven't received my parcel. What should I do?
Please check around your property, with anyone else at your address, and with your local post office or courier depot first, as parcels are sometimes left in a safe place or collected on your behalf. If you still can't locate it, please email us at hello@lunaandsoul.com.au with your order number and we'll help lodge an enquiry with the courier.
Do you offer click and collect?
Yes, free click and collect is available from both our South Melbourne Market store and our Braeside office. Select this option at checkout.
What should I know about click and collect at our South Melbourne Market store?
Collection is only available on days the market is open. We'll email you as soon as your order is ready for collection, so please wait for that notification before coming in.
What should I know about click and collect at your Braeside office?
Collection from our Braeside office is by appointment only. Once we've emailed you to confirm your order is ready, we'll arrange a suitable collection time with you.
Returns and Exchanges
What is your returns policy?
We happily accept returns within 28 days of receipt, provided the item is in 100% resaleable condition. This means it must be unworn and unwashed, free from marks, stains, makeup and deodorant marks, free from odours, dust, fluff and hair (including animal hair), and returned with all original swing tags and packaging attached. To help keep your items in this condition, we'd suggest removing makeup and avoiding deodorant before trying anything on. If an item is returned in a condition that doesn't meet our returns policy, we may be unable to offer a refund or exchange. In some cases, we may issue store credit only, with a $10 deduction to help cover the additional handling and cleaning required.
How do I start a return?
No need to email us first. Every order includes a return form. Simply fill it in with your order number and the reason for your return, pop it in with the item, and post it back to us within 28 days of receiving your order.
We recommend using a tracked delivery method, as we cannot issue a refund, exchange or credit if we do not receive the item back.
Lost your form? You can download and print a new return form here: download the return form.
I've lost my return form, what should I do?
No problem, you can download and print a new return form here: download the return form. If you're not able to print it, just include a note on any piece of paper with your order number, full name, email address, the items you're returning, and the reason for your return. Please note we're unable to process any return that arrives without this information included in the parcel, as we have no way of identifying who it belongs to.
Can I return two separate orders in the same parcel?
Yes, just make sure you include a separate, completed return form for each order, so we can process both correctly.
Do I have to pay for my return?
Yes. We don't provide a prepaid return label, so return shipping is paid by you, the sender, using the courier or postal service of your choice. This doesn't apply if the item is faulty, or if we've agreed otherwise with you directly.
Can I return a sale item or an item purchased with a discount code?
Sale and discounted items aren't eligible for a cash refund, but they can be exchanged or returned for a gift card credit note instead.
Are any items final sale, with no refund, exchange or credit?
Yes. Gift cards, face masks, and beauty products are final sale and cannot be refunded, exchanged, or returned for store credit, no exceptions.
My item is faulty, what should I do?
We are so sorry to hear that. Please email us at hello@lunaandsoul.com.au with your order number and a clear photo of the fault, all in one message, and we will assess it and arrange a replacement or refund as quickly as we can. There's no need to fill in a return form for faulty items, just email us directly. Faulty items are handled in accordance with Australian Consumer Law.
Can I exchange for a different size, colour or style?
Yes, just note what you'd like instead on your return form when you send the item back, and we'll organise this for you, subject to stock availability. If we're unable to fulfil your exact request, we'll be in touch by email.
How long will it take to process my return or refund?
Please allow 5 to 10 business days from the date we receive your return for it to be processed, as we have set days allocated for working through returns. Refunds are issued to the original payment method used at checkout, and from there your bank may take a few additional days to reflect it in your account, this part is outside our control.
I'm returning an item from outside Australia, what should I do?
Please clearly mark your parcel as RETURNED GOODS to avoid customs charges. Please note we may deduct any customs duties, handling costs or import taxes applied to the return.
Can I return an item in person?
Yes, you're welcome to bring it to us with your completed return form at Shop 168, South Melbourne Market, 322 to 326 Coventry Street, South Melbourne, Victoria 3205.
Can I return or exchange an online order at your South Melbourne Market store?
Yes, you're welcome to bring an online order into store. Exchanges can be done on the spot, subject to stock availability. Refunds, however, can't be processed at the till, as your payment was made online, the item will still be returned and your refund actioned back to the original payment method used at checkout.
Can I return a gift I received?
Yes, gifts can be returned for an exchange or store credit, provided they meet our usual returns policy. Please follow our standard return process using the enclosed return form, and include the original order number if you have it. Please note, refunds can only be issued to the original payment method used at the time of purchase, so we're unable to refund the gift recipient directly.
Orders
Are the items I want in stock?
All orders are subject to availability. On the rare occasion something sells out before our system catches up, we'll contact you as soon as possible with the available options, which may include an alternative item, store credit, or a refund where required.
Can I check if a product I've seen online is available in your South Melbourne Market store?
Yes, we stock our full range in store. You're welcome to come in and see it in person, or message us at hello@lunaandsoul.com.au and we can check availability for you before you visit.
Can I buy now and collect later if an item is out of stock?
Yes, if something you'd like is temporarily out of stock, you're welcome to place your order now to secure it. We'll email you as soon as it's back in stock and ready for collection at either of our locations.
What does 'pre-order' mean?
A pre-order item is a new style that hasn't arrived in our warehouse yet. Placing a pre-order secures your size and colour ahead of stock arriving. The expected delivery timeframe is listed in that product's description, as this varies from style to style.
Can I cancel or change my order?
This depends on whether your order has already been processed. Please email us at hello@lunaandsoul.com.au as soon as possible and we will do our best to help. If it has already been dispatched, our standard returns policy will apply instead.
Something is wrong with my order, what do I do?
Please email us at hello@lunaandsoul.com.au and we will sort it out for you as quickly as we can.
I entered the wrong email address on my order, what do I do?
Email us at hello@lunaandsoul.com.au as soon as you can with your order number and the correct email address, and we'll update our records and resend any order confirmations or tracking details you may have missed.
Why was my order cancelled?
This usually means we're unable to fulfil it, most often due to a stock issue. If this happens, we'll email you to let you know and process a full refund.
Sizing and Fit
Do you have a size guide?
Yes, you can view our size guide here: Luna & Soul size guide. Each product page also includes sizing details specific to that style.
I'm between two sizes, what should I do?
Have a look at our size guide, or the size guide on each product page. If you're still unsure after checking, you can always email us at hello@lunaandsoul.com.au and we'll be happy to help you find the best fit.
Do you offer leggings for tall women or longer legs?
Yes, we offer longer length leggings for taller women and anyone who prefers a little extra leg length. Our longer leg activewear range includes selected Power Leggings in a longer leg version, Flare Leggings in a longer leg version, and Asana Leggings in a longer leg version. These styles are designed to give more coverage through the leg while still offering the comfort, support and natural feel Luna & Soul is known for. If you're tall or usually find standard leggings too short, our longer leg yoga leggings may be a better fit for you.
What size should I choose if I'm pregnant?
Comfort is the most important thing during pregnancy. If you're in the early stages of pregnancy, we generally recommend going one size up from your usual size for extra comfort and room to move. We don't recommend sizing down during pregnancy, as you want your clothing to feel supportive without feeling tight or restrictive. As every body and pregnancy is different, please email us at hello@lunaandsoul.com.au if you'd like help choosing the best size.
What size should I choose postpartum?
Postpartum comfort is very personal, and your body may continue to change for a while after pregnancy. We recommend choosing the size you currently feel most comfortable wearing, rather than focusing on your pre pregnancy size. If you prefer a little more room and softness around the waist, you may feel more comfortable going one size up. We don't recommend sizing down, as comfort and gentle support are the most important things. If you need help choosing a size, please email us at hello@lunaandsoul.com.au and we'll be happy to guide you.
Product Information
How do I care for my Luna & Soul garment?
Wash with similar colours at 30 degrees. Please avoid soaking, tumble drying, bleaching or dry cleaning. You may iron on a low heat.
Do you have a physical store?
Yes, you'll find Luna & Soul at South Melbourne Market, in the centre aisle. Our opening hours are Wednesday 8am to 4pm, Friday 8am to 5pm, Saturday 8am to 4pm, and Sunday 8am to 4pm.
Can I try items on in store?
Yes, you're welcome to visit our South Melbourne Market store and try items on before purchasing. This is especially helpful if you're unsure about sizing, fit or fabric feel. Our team will be happy to help you find the best size and style for you.
Do you restock sold out styles?
Yes, we do restock many of our core styles when they become available again. If a size or colour is sold out, it may come back in a future delivery, depending on fabric availability and production timelines. If an item is on sale or marked as clearance, this usually means it won't be restocked.
Do your sports bras come with padding?
No, our sports bras don't come with padding. At this stage, we haven't found a padding option that aligns with our sustainability values, so we choose not to include removable pads with our bras. However, our sports bras have insert openings, so you can add your own padding if you prefer extra coverage or shape.
Do your leggings have padding?
No, our leggings don't have padding. They're designed to feel supportive, comfortable and flexible without any added padding.
Are your leggings squat proof?
Yes. Our Power range is designed to be squat proof, supportive and suitable for yoga, Pilates, gym workouts and active movement. This includes our Power Leggings, Power Capri Leggings, Power Hot Pants, Power Biker Shorts 5 inch and Power Biker Shorts 3 inch. Our Asana Leggings have a lighter, softer, second skin feel and aren't designed to be squat proof.
Which sports bra is best for higher impact exercise?
For higher impact movement, we recommend our Warrior Bra. It's our most supportive sports bra style and is a great option for active workouts, gym sessions and stronger movement. For lower impact activities such as yoga, Pilates or everyday wear, our other bra styles may also be suitable, depending on your preferred level of support.
Can I wear your leggings and sports bras for everyday outfits too?
Yes, absolutely. Our leggings are designed for yoga, Pilates, gym workouts and active movement, but they're also comfortable enough to wear as part of your everyday wardrobe. Many customers wear our leggings for walking, travel, school runs, market days or relaxed day to day outfits. Our sports bras can also be worn as a comfortable everyday bra, especially if you prefer a soft, wire free option.
Are Luna & Soul pieces only for yoga?
No, not at all. Our pieces are designed for Yoga and Pilates, but many styles are also suitable for gym workouts, walking, travel, lounging, weekends and everyday wear. We create versatile pieces that can move with you throughout the day, whether you're on the mat, at the market, running errands, travelling, or simply wanting something comfortable and breathable to wear. Many of our pieces can also be styled beyond activewear. Our leggings, track pants and tapered leg pants can look beautiful with an oversized shirt, knitwear, a relaxed jacket or even a blazer for a more elevated everyday look.
Can I wear your leggings and pants for travel or weekends?
Yes, absolutely. Many of our customers love Luna & Soul pieces for travel, weekends and everyday comfort because they're soft, breathable and easy to style. Our leggings, track pants and tapered leg pants are designed to move with you, making them a lovely choice for long travel days, relaxed weekends, school runs, market days, walks, errands and casual outings. You can wear them with activewear, knitwear, oversized shirts, relaxed jackets or a blazer depending on the look you want.
What is the difference between your Power Leggings and Asana Leggings?
The main difference between our Power Leggings and Asana Leggings is the fabric feel, support level and coverage. Our Power Leggings are made from a thicker, firmer fabric with a more sculpting and supportive feel. They're designed to hold you in, offer more coverage and feel supportive through yoga, Pilates, gym workouts, walking and everyday wear. The Power range is also designed to be squat proof, making it a great choice if you want more confidence and coverage during stronger movement. Our Asana Leggings are lighter, softer and thinner, with a gentle second skin feel, more like wearing soft tights than a thick, sculpting activewear legging. Both ranges are made from naturally breathable cotton, so the choice really comes down to how much coverage and hold you prefer. The Asana range is loved by customers who prefer a lighter, thinner fabric, who tend to run warm, or who simply want a softer feel for everyday wear, travel, yoga and Pilates. Some customers also find the Asana range especially comfortable during perimenopause or menopause, when they may prefer a lighter fabric against the skin. The Asana range isn't designed to be squat proof, but it's a beautiful choice if you prefer a softer, lighter and less compressive feel. If you want more support, hold and squat proof coverage, choose the Power range. If you want something lighter, softer and more relaxed, choose the Asana range. If you're still unsure which style is best for you, please email us at hello@lunaandsoul.com.au and we'll be happy to help.
Are your leggings suitable for hot yoga or hot Pilates?
Yes, our leggings can be worn for hot yoga and hot Pilates, especially if you prefer breathable cotton activewear and natural fibres against your skin. Cotton is naturally breathable, which makes our pieces a beautiful option for yoga, Pilates and heated classes. For hot yoga or hot Pilates, the best style depends on the fabric feel and support you prefer. Our Power Leggings are slightly thicker and more sculpting, offering more support, hold and coverage, which many customers love for stronger movement and active classes. Our Asana Leggings are lighter and thinner, with a softer second skin feel, more like wearing soft tights than a thick, sculpting activewear legging. Some customers prefer the Asana range for hot yoga, hot Pilates, gentle movement or when they want a lighter, more breathable fabric. Both styles can be worn for hot yoga and hot Pilates, it simply depends whether you prefer a more supportive and sculpting feel, or a lighter and softer feel.
Where does your White Sage come from?
Our White Sage is farmed rather than wild harvested, and sourced from overseas growers who cultivate it specifically for this purpose. This means you can enjoy your smudging ritual with a clear conscience, with no impact on wild or native sage populations.
Is your Palo Santo ethically sourced?
Yes. Our Palo Santo is ethically sourced, no trees are cut down or destroyed to produce it. It's collected only from wood that has fallen naturally once the tree has already died, in line with traditional and sustainable harvesting practices.
Fabric and Sustainability
What are Luna & Soul garments made from?
Our pieces are made using a mix of GOTS certified organic cotton, cotton, Tencel, and natural plant dye. We want you to look and feel great, without leaving a negative impact on our planet.
Why does the colour look slightly different on some of your plant dyed styles?
This is completely normal, and a beautiful part of our natural plant dyeing process. Unlike conventionally dyed items, plant dyes can vary slightly in shade from piece to piece, meaning each one is truly one of a kind. If an item is plant dyed, this will be noted in its product description.
Is cotton activewear breathable?
Yes, cotton activewear is naturally breathable, soft and comfortable against the skin. Cotton is a natural fibre, which means it allows air to flow more easily than many synthetic fabrics. This can make cotton yoga wear and cotton activewear feel more comfortable, especially for yoga, Pilates, walking, everyday movement and sensitive skin. There's a reason cotton is often used in baby clothing, it's soft, breathable and gentle on the skin. Many traditional activewear pieces are made from synthetic fibres such as polyester or nylon. While these fabrics can be designed for performance and sweat wicking, they can sometimes feel less breathable or more plastic like against the body. At Luna & Soul, we love cotton because it feels natural, breathable and comfortable, while still giving you support and stretch for movement.
Is cotton activewear good for people who run warm?
Cotton activewear can be a beautiful option if you tend to run warm or prefer breathable natural fibres against your skin. Cotton is naturally breathable and soft, which can make it feel more comfortable for everyday movement, yoga, Pilates, travel and lounging. Our Asana range is especially loved by customers who prefer a lighter, thinner and softer fabric. Some customers also find it more comfortable during perimenopause or menopause, when they may prefer breathable clothing that feels lighter against the skin.
Are cotton leggings good for yoga and Pilates?
Yes, cotton leggings can be a beautiful choice for yoga and Pilates, especially if you prefer natural, breathable fabrics against your skin. Our cotton activewear is designed with stretch, support and comfort in mind, so you can move freely while still feeling held. For stronger movement, gym workouts or when you want more support, our Power range is a great option. For softer, low impact movement and everyday comfort, our Asana range may be better suited.
Is cotton activewear good for sensitive skin?
Yes, cotton activewear is naturally breathable, which makes it a lovely option for sensitive skin. Cotton is soft and gentle against the body, without the plastic like feel that can build up against the skin with many synthetic fabrics. Many people prefer cotton yoga wear and natural fibre activewear for exactly this reason. If you have very sensitive skin or allergies, we recommend checking the fabric composition on each product page and choosing the style that feels best for your body.
What makes Luna & Soul activewear more sustainable?
At Luna & Soul, we focus on considered fabrics, timeless designs and pieces you can wear again and again. Many of our styles use natural fibres such as organic cotton, cotton, Tencel and plant dyed fabrics, depending on the product. We create activewear and lifestyle pieces with comfort, quality and longevity in mind, rather than fast fashion trends. Each product page includes more information about the fabric and production details of that specific style.
Is your packaging eco friendly?
Yes, we've thought carefully about every part of it. Your order arrives wrapped in 100% compostable tissue paper, sealed with biodegradable paper tape, and sent in either a compostable mailer or a recycled plastic mailer made from ocean waste. Where a box is needed, we use recycled cartons. Our swing tags are made from compostable materials and attached with cotton yarn instead of plastic. It's all part of our values around conscious, mindful living.
Payment and Billing
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, PayPal, Apple Pay and AfterPay. We are unable to accept cash or cheques online.
How do I apply my credit note?
Log in using the email address you originally ordered with, then proceed to checkout as usual. In the payment section, you'll see a dropdown option to select and apply your credit note before completing your purchase.
Promotions and Discounts
Do you offer discounts and promotions?
Yes! The best way to stay updated on our latest discounts and promotions is to sign up to our newsletter, and to follow us on social media.
Can I use more than one discount code on my order?
Only one discount code can be used per order. Discount codes are redeemable on the Luna & Soul website only and can't be used through affiliates.
Contact and Communication
How can I get in touch?
We're a small, family run business, and we love hearing from you. Email us at hello@lunaandsoul.com.au for anything at all, from order questions to product advice.
Are you a legitimate company?
Yes, absolutely. We're an established Australian business with a registered .com.au website and a real physical address, you can find us in person at South Melbourne Market. Our website also carries a valid security certificate, which you can check in your browser, it will show you our verified company details.
Can I message you about my order on social media?
For any order enquiries, we'd really appreciate you emailing us at hello@lunaandsoul.com.au rather than reaching out via social media. We don't monitor our social channels as closely, so email is by far the fastest and most reliable way to get help with your order.
When will I hear back?
We do our best to get back to you as quickly as we can. As a mum run small business, we ask for a little extra patience during school holidays and sale periods, as this is often when we're stretched between family and the business at the same time.
I think I'd be a great fit for your team, how do I get in touch?
We'd love to hear from you. We're always keen to meet talented people, so email us at hello@lunaandsoul.com.au and tell us a bit about yourself.
What are your expectations around communication with your team?
Luna & Soul is a small, family run business, and we genuinely care about our customers and our community. We always do our best to respond with kindness, patience and care, and we ask that all communication with our team remains respectful and courteous in return. We understand that delays, order issues or waiting for a response can feel frustrating, and we will always do our best to help. However, we do not tolerate rude, aggressive, abusive or threatening behaviour toward any member of our team. There are real people behind Luna & Soul, and we put a lot of heart and soul into what we do. We ask that you treat our team with the same kindness and respect that we aim to offer you. We reserve the right to refuse service or stop communication with anyone who does not communicate respectfully.
Privacy
Why do you need my phone number?
We only use it to reach you quickly if we need to, for example if a click and collect order hasn't been picked up, if there's a problem with your order, or if an item has sold out and we need to check what you'd like to do instead. A phone message or call is often faster than email in these situations, so it just helps us sort things out for you sooner.
Why do you need my email address?
So we can send you order updates, tracking information, and let you know once your order is ready. We never pass your details to third parties, aside from our courier for delivery purposes.
What am I agreeing to when I make a purchase?
By completing a purchase with Luna & Soul, you agree to receive electronic communications from us relating to your order, including order confirmations, delivery updates and customer service messages. We may also send product updates, promotions and special offers from time to time. You can unsubscribe from marketing emails at any time using the link at the bottom of our emails.
