Refund policy

We operate a 30-day return policy on most products from the receipt of your order. All we ask is that goods are returned to us in a resalable condition, unused and in their original, unopened packaging.

We do not accept returns on our clothing items.

Any damaged or incorrectly delivered items must be reported to us within 5 days of delivery.

Postage and packing costs are non-refundable, therefore all refunds are made minus original postage and packaging costs.

Return delivery costs are the responsibility of the customer. We recommend that you use a trackable courier or postal service and obtain proof of posting in
the unlikely event the item is not delivered.

Due to the current Covid situation, we are unable to offer refunds for postage if orders arrive outside of the expected time frame due to delays with courier and postal services.

Damages and issues

If items are missing from your order or damaged, please report this to us within 5 days of receiving delivery. 

You can contact us via email at hello@ralphandluna.co.uk or contact us here.

Please let us know as much detail as possible and keep all items delivered and if possible take pictures of damaged items.

Exceptions / non-returnable items
Custom products (such as special orders or personalised items) and inflated balloons are non-returnable. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Your refund will be processed within 5 working days but please note that it can take additional time for your bank or credit card company to process and post the refund.