Returns & Exchanges

In line with EU and UK consumer law, you may withdraw from your purchase within 14 days of receiving your order, without giving a reason. To do so, tell us of your decision within that window and return the piece promptly thereafter. This statutory right sits alongside, and is never diminished by, the guidance below.

To be accepted, returned pieces must be unworn, unwashed and undamaged, in their original condition with all tags attached and any hygiene seals intact. Please handle pieces with care while deciding, as you would when trying them in a fitting room. We may reduce a refund to reflect handling beyond what is necessary to establish fit and character.

• 1. Email care@thelunesse.com with your order number to open a return.
• 2. We will confirm the return address and simple instructions.
• 3. Repack your piece in its original pouch, with tags and seals in place.
• 4. Send the parcel with a tracked service and keep your proof of postage.

Unless a piece arrived faulty or incorrect, return shipping is arranged and paid by you. We recommend a tracked method, as items remain your responsibility until they reach us.

Once your return arrives and passes inspection, we issue your refund within 5–7 business days. As we accept bank transfer and cash on delivery, refunds are made by bank transfer to the account the payment originated from (the originating IBAN), or to a bank account you nominate for cash-on-delivery orders. We will confirm the amount before processing.

For a different size or tone, the surest route is to return the original piece and place a new order, so your preferred item is secured before it sells out. If you would like guidance on fit before deciding, our Client Care team is glad to advise.

Most of our collection is made to order, and your statutory 14-day right of withdrawal applies to these pieces in the usual way. Genuinely bespoke or personalised items made to your specification may be exempt from withdrawal, and we will make this clear at the point of order.

For hygiene reasons, briefs, bralettes and other intimate pieces can only be returned if unworn with the protective hygiene seal in place. Once that seal is broken, these items are exempt from return. None of this affects your statutory rights where a piece is faulty.

If a piece arrives faulty, damaged or not as ordered, contact us within a reasonable time and we will put it right — by repair, replacement or refund, including any return shipping you incur. Please share your order number and a photograph so we can resolve it quickly.