Shipping and Refunds

We want your Lunaura Sleep order to reach you quickly and for you to love it when it does. Here is how shipping, returns and exchanges work. All prices are in Australian dollars (AUD).

Processing time

Orders are processed within 1 to 3 business days after payment is confirmed. Business days are Monday to Friday, excluding public holidays in Western Australia.

Once your order ships, you will get an email with a tracking number so you can follow your parcel.

During busy periods, such as sales and holidays, processing may take a little longer. We will let you know if there is a delay.

Shipping within Australia

We ship Australia wide using Australia Post or a similar trusted carrier.

  • Standard shipping and express shipping are both available
  • Shipping costs are calculated at checkout based on your address and the option you choose
  • Delivery times depend on your location and the service selected, and you will see the estimate at checkout

Remote and regional areas can take a few extra days. Please make sure your address is correct before you place your order.

International shipping

We ship to a growing list of countries, including the UAE, Europe and Canada.

  • Flat rate shipping of $30 AUD per order
  • Delivery takes 7 to 21 business days depending on your destination
  • Tracking is provided where available

Customs, duties and import taxes may apply in your country. These are set by your local authorities, are not included in our prices, and are the responsibility of the customer. We cannot predict what these will be, so please check with your local customs office if you are unsure.

Order changes and address updates

Need to change your address or cancel an order? Email us as soon as you can, ideally within 24 hours of ordering. If your order has not shipped yet, we will update or cancel it for you. Once it has been handed to the carrier, we cannot change it, but we will help you work out the best next step.

Before you order

Please double check your shipping address, including unit numbers and postcodes, before you complete checkout. Parcels returned to us because of an incorrect or incomplete address may incur an additional charge to send again.

If you are ordering a bundle, it ships together in one parcel unless we tell you otherwise.

Lost or delayed parcels

If your tracking has not moved in 7 days, or your parcel has not arrived within the delivery window above, email us at info@lunaurasleep.com with your order number. We will chase it with the carrier and make it right.

Returns

Not quite right? You can return your order within 30 days of receiving it.

To be eligible for a return, your item must be:

  • Unused and unopened
  • In its original packaging
  • Accompanied by your order number or proof of purchase

Because our products are used close to your face and skin, we cannot accept returns on items that have been opened or used, unless they arrive faulty (see below).

How to start a return

  • Email info@lunaurasleep.com with your order number and the reason for your return
  • We will reply with return instructions and the address to send your parcel to
  • Pack the item securely in its original packaging and send it back

Please do not send items back before contacting us, as they may not be accepted. Return shipping costs are the customer's responsibility unless the item arrived damaged or defective. We recommend using a tracked service, as we cannot take responsibility for returns that go missing in transit.

Refunds

Once we receive and check your return, we will email you to confirm. Approved refunds are sent to your original payment method within 5 to 10 business days.

Your bank or card provider may take a little extra time to show the money in your account. Original shipping costs are non refundable unless the return is due to our error.

Exchanges

Want a different product instead? We offer exchanges on unused items within the 30 day return window. Email us with your order number and what you would like instead, and we will sort it out. If the new item costs more, we will send you a payment link for the difference. If it costs less, we will refund the difference.

Damaged or defective items

We pack every order with care, but things can go wrong in transit. If your item arrives damaged or defective, contact us within 7 days of receiving it.

Please email info@lunaurasleep.com with:

  • Your order number
  • A short description of the problem
  • Clear photos of the item and the packaging

We will arrange a replacement or a full refund, and we will cover the return shipping if it is needed.

Nothing in this policy limits your rights under the Australian Consumer Law, including your right to a repair, replacement or refund for a major fault.

Contact us

Any questions about your order? We are happy to help.

Lunaura Sleep
Western Australia 6171, Australia
Email: info@lunaurasleep.com