Return Policy

At LUNQA, we want you to feel confident when shopping with us.

Our return and cancellation policy is designed to align with Australian consumer law and provide a smooth and transparent experience.

Below you’ll find clear information regarding your right to cancel (full information about cancellation in our cancellation policy), how to return items, what happens with uncollected parcels, damaged deliveries, and how to make a claim – so you always know what to expect when shopping fashion with us.

1. Eligibility for returns

You can request a return within 14 days of receiving your order if all the following conditions are met:

The product is unused and in brand new condition
The packaging is unopened, sealed, and undamaged
The product has not been used, washed, tested, or tampered with in any way

If any of the above criteria are not met, your return will be declined.

2. How to request a return

To request a return, follow these steps:

Step 1 – email us

Contact our support team at support@shoplunqa.com within 14 days of receiving your order. your email must include:

- your order number

- your full name

- your reason for the return

- clear photos of the product and its sealed packaging

Step 2 – wait for confirmation, we respond within 24 hours Monday to Friday, 8:00 AM - 5:00 PM (AEST)

We will review your request to confirm the following:

- it was submitted within the 14-day return period

- the product meets all eligibility conditions

Step 3 – return instructions

If your return is approved, you will receive an email with the return address. you are responsible for sending the item back to us, we recommend that you use a tracked shipping method.

3. Return shipping and fees

All return shipping costs are the responsibility of the customer.

A flat fee of 40 AUD will be deducted from your store credit to cover inspection, restocking, handling, and warehouse processing.

We do not accept returns delivered to us without prior approval.

4. Store credits

We do not offer monetary refunds for returns. all approved returns will be issued as store credit only. store credit will be equal to the value of the returned item, minus the 40 AUD processing fee.

Once we receive your returned item, please allow 1–3 business days for inspection and approval. After the return has been approved, your store credit will be sent to your email within 14 days.

Store credit:

Is valid for 2 months from the date of issue
Can be used toward any future purchase on www.shoplunqa.com

If we go bankrupt or choose to close down the business, any unused store credit will no longer be valid or redeemable. Orders placed using store credit are not eligible for further returns.

Uncollected Parcels

If you’re not home at the time of delivery and your parcel is redirected to a nearby pick-up point, it is your responsibility to collect it within the time frame specified by the pick-up location.

If the parcel is not collected in time and is returned to us, a fee of AUD 40 will be charged to cover return shipping, handling, and administrative costs.

Order Changes or Cancellations

If you wish to cancel or change your order, please do so within 10 minutes after placing it. After this window, your order may already be in processing and cannot be modified.

5. Faulty, damaged, or incorrect items

If you received a product that is faulty, broken, or not as described, contact support@shoplunqa.com within 14 days. include:

Your order number
A clear description of the issue
Photos showing the problem

if your claim is approved, we will cover the return shipping and either send you a replacement once the item is returned to our warehouse, or issue a full refund to your original payment method.

Store credits are processed within 14 business days and will be sent to your email after the returned item has been received and approved.

6. Exchanges

We do not offer direct exchanges.

If you wish to purchase a different item, size, or color, please follow the return steps above and place a new order separately through our website.

7. Important reminders

All items must be returned unused, unopened, and in their original sealed packaging
Store credit is issued only after the item is received and approved by our warehouse team. this process take up to 1-3 business days from the date the return is delivered to our warehouse. once approved, a store credit code will be sent to your email within 14 days.
Failure to follow any step in this policy may result in your return being denied