Refund policy

Returns and Refund Policy

Last updated: July 2026

Summary

You have 14 days from delivery to return anything. Email us, send it back tracked in unworn condition, and you get a full refund to your original payment method. No restocking fees, no questions, no drama. 

The details below are the same policy, spelled out properly.

Return window

You can return any item within 14 days of the day you (or someone you nominate) receive it. This applies to everything we sell, including discounted and sale items.

This policy includes and extends your legal 14 day cancellation right as a UK or EU consumer. Nothing here limits your statutory rights.

How to start a return

Email contact@itslunarbass.com with your order number and which items you're returning. We'll reply with the return address in London and confirmation of next steps. Please don't send anything back before emailing, returns that arrive unannounced are harder to match to orders and slow your refund down.

Condition of returned items

To qualify for a full refund, items must be:

Unworn and unwashed
In their original packaging
Free of marks, smells (smoke, perfume, deodorant), pet hair, and signs of wear

Try things on the way you would in a fitting room. If an item comes back showing handling beyond that, we may reduce the refund to reflect the loss in value, as permitted by law.

Return shipping

Return postage is paid by you and is not refundable.

Returns must be sent using a tracked service, and please keep your proof of postage until the refund lands. The items are your responsibility until they reach us, and we cannot refund parcels lost in transit on an untracked service.

Refunds

Once your return arrives and is checked, we'll refund you within 14 days to your original payment method. Refunds are for the full item price, with no restocking fees or deductions, other than any reduction for condition described above.

If you cancel and return an entire order within the 14 day window, we also refund the original standard shipping cost you paid. If you return part of an order, we refund the returned items.

Depending on your bank or card provider, the money can take a few extra days to show after we process it.

Exchanges

Want a different size? Email us and we'll sort it where we can. Two things to know:

Our drops are limited runs. If your size or design has sold out or the run has closed, an exchange isn't possible and we'll refund you in full instead. Sold out means gone, that applies to exchanges too.
You cover the return postage on the original item and the shipping on the replacement.

If speed matters, the fastest route is often returning for a refund and placing a fresh order for the size you need, before it sells out.

Cancellations

Orders go into production immediately after you place them, because every garment is made for your order. This means we usually can't stop an order once it's placed.

You still have the right to cancel: email us, and if the order can't be stopped before production, simply return it once it arrives, following the returns process above, for a full refund including standard shipping.

The practical takeaway: double check your size and address before hitting the button.

Faulty, damaged, or incorrect items

If something arrives damaged, printed wrong, or isn't what you ordered, that's on us. Email contact@itslunarbass.com within 30 days of delivery with your order number and photos of the issue.

We'll replace the item where the run allows, or refund you in full, including all shipping costs. If we need the item sent back, we cover the return postage. Your rights under the Consumer Rights Act 2015 and equivalent local law are unaffected.

Undelivered and returned parcels

If a parcel comes back to us because the address provided was incorrect or incomplete, reshipping costs are paid by you. If you'd rather have a refund at that point, we'll refund the items minus the original shipping cost.

If a parcel is refused on delivery, including refusal to pay local customs or import charges on international orders, we'll refund the items minus the original shipping cost and any fees the carrier charges us for the return.

If your parcel appears lost in transit on the way to you, email us and we'll chase it with the carrier and put it right.

Contact

Anything unclear, or a situation this policy doesn't cover: contact@itslunarbass.com. A human reads it, usually the same day.