Are returns and exchanges free?
At this moment, returns are not taken care of by Lune Active. For exchanges, Lune Active takes care of the shipping costs of the exchange item (Benelux only). Should you wish to forgo our return service via our return portal and use a different carrier at your own expense, our Customer Care Team can assist you with the return address.
How long does a return or exchange take?
Returns and exchanges are processed as soon as they are received at our warehouse. You will receive your new requested products within a week (NL) after we received your return. Please see ‘’Shipping and Returns’’ for detailed information about shipping time.
When and how do I receive my refund?
We strive to restitute your purchase amount without shipping costs within 10 working days. Refunds are credited to the original payment method that the customer paid with.
What happens if my package gets lost?
Please contact us at firstname.lastname@example.org . We do everything we can to assist you if your package got lost in transport. However, we are not responsible for packages once proof of delivery is generated.
Do you have an expected arrival date?
Currently, we do not offer expected arrival date information.
Can I track my order?
Once your order has been sent, you receive an email from us with a trach & trace code. Please inform us if you have any troubles with this at email@example.com
Do you cover duties and customs?
We are always looking for the best way to ship our packages to you. Unfortunately, we do not take account for duties and customs. Once the package arrived at the delivery address an invoice will be sent to the customer.
What payment methods do you accept
We accept Apple Pay, IDEAL, Credit Card, Paypal, and Klarna after pay.
What size are your models wearing
Most of our models wear a size small. If you ever doubt about your size, please look at our size guide, contact us via firstname.lastname@example.org or start a chat.
How sustainable are your items?
We aim to have a 100% sustainable collection by 2023.Please see our sustainability story for more information.
How long does it take to ship my order from time of purchase?
We aim to process your order within 1-2 business days. It depends on your country when the shipment will be delivered by PostNL within the Benelux or DHL for international orders.
For more info on shipping, please visit our shipping information page.
What if my item is damaged, defective or incorrect?
First of all, we are sorry for the inconvenience if this happens. We kindly ask you to send an email with your order number to CustomerCare@LuneActive and include a picture of the damaged, defective or incorrect product.
I'm unsure about sizing?
We are happy to help you with finding your size. Our live chat is available 7 days a week, from 9AM to 6PM (CET). If you need further assistance, please contact our Customer Care Team at CustomerCare@LuneActive.
Is my information kept private?