Refund policy
We want you to feel good about your purchase. If something isn't right, here's how returns work.
30-Day Returns
You have 30 days from the date you receive your order to request a return. To keep things hygienic and fair for every customer, returned items must meet the conditions below.
Return Eligibility
For hygiene and safety reasons, we can only accept returns of items that are:
- Unworn, unwashed, and unused
- In their original, sealed packaging with all tags attached
- Accompanied by a valid proof of purchase (your order confirmation or invoice)
Because of the personal nature of underwear, any item that has been worn, washed, or removed from its sealed packaging cannot be returned or refunded.
Items We Can't Accept
- Worn, washed, or opened items
- Free gifts, bonus items, and post-purchase add-ons
- Discounted or final-sale promotional items
- Gift cards
Bundles & Multi-Packs
Returns on multi-pair bundles are assessed per pair, not per order. Only pairs returned unworn, unwashed, and in their original sealed packaging are eligible for a refund. Any pair that has been worn, washed, or opened is final sale and cannot be refunded, even if it is returned alongside sealed pairs. Refunds for partial bundle returns are calculated at the effective per-pair price of the bundle you purchased.
How to Start a Return
Email us at info@tryluneve.com with your order number and the reason for your return. If your return is approved, we'll reply with step-by-step instructions on how to ship your item back. All returns are sent to our return center in the Netherlands — the exact address will be included in your return instructions. We recommend using a tracked shipping service, as we can't process returns that are lost in transit. Please don't send anything back before requesting a return — items sent without prior approval, or to any address other than our Netherlands return center, can't be accepted.
Return Shipping
For standard returns, the cost of return shipping is the customer's responsibility. We don't charge any restocking fee.
Damaged, Defective, or Wrong Items
Please check your order as soon as it arrives. If anything is defective, damaged, or incorrect, contact us right away at info@tryluneve.com and we'll make it right with a free replacement or refund — no return shipping cost to you in these cases.
Exchanges
Need a different size or color? Email us at info@tryluneve.com to request a return, and once it's approved you can place a new order for the item you want. This is the fastest way to get the right pair.
Free Gifts & Bundle Promotions
If your order included free or bonus items as part of a promotion (for example, "Buy One, Get One Free"), those items aren't eligible for return or refund on their own. If you return the paid item that qualified you for the free item, the free item(s) must be returned unused as well. If they aren't returned, the value of the free item(s) may be deducted from your refund.
Refunds
Once we receive and inspect your return, we'll let you know whether it's approved. If approved, your refund will be issued to your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at info@tryluneve.com.
Questions
For any return or refund questions, contact us anytime at info@tryluneve.com. We're available Monday–Friday, 9 AM–5 PM EST.