Lunya - Customer Service

Free Ground Shipping on U.S. orders $150+

Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

FAQs

We might have already read your mind. (Feel like taking a nap? We knew it).

Ordering

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. They're located underneath the available sizes for each of our products. For any additional questions, contact us. We will ask your typical size and how you like to wear your tops, shorts, and pants so we can suggest the best size for you!

Where can I go to try on things?

Okay, so shopping is looking a little bit different these days. Good thing we have certified stylists on hand ready to help you find your perfect sleepwear.

Visit us at one of our 8 U.S. locations.

Can I cancel my order?

We completely get it, we change our minds too! Once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to utilize our online return portal to exchange for a preferred style or return for a refund.

If you have any additional questions, please let us know by using our contact form.

What if I want to speak to someone?

We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.

What is Talkable?

Talkable is our referral program. If you love Lunya and think a friend would too, you can send them a $20 code via email to spend on their first Lunya order. When they successfully apply their discount code at checkout, you will receive an email with $20 for yourself to redeem on any future order. You may send codes to as many friends as you want and will receive a $20 reward for each friend that makes a first purchase using their code. Please note that these rewards are not stackable; only one $20 code may be applied per purchase.

What is Klarna?

What is Klarna?

Klarna allows you to split your purchase into 4 payments that will be automatically charged to your debit or credit card every 2 weeks. There is no interest, no catch, and no hidden fees. It’s that easy.

How do I sign up?

There’s no sign up required! If your order is eligible to pay in 4 interest-free installments, the option will be presented at checkout, and there’s no need to enter extra information. Simply choose 4 interest-free installments as your payment method at checkout and enter your credit or debit card information. This is the card that Klarna will use for your scheduled automatic payments.

Which payment methods are accepted?

Klarna currently accepts all major debit and credit cards (i.e. Mastercard, Visa, AMEX, Discover). Please note, prepaid cards are not accepted.

Does Klarna perform a credit check?

When you choose to pay in 4 interest-free installments, pay through in-app shopping, or pay later in 30 days, Klarna may perform a soft credit check. This type of check will not impact your credit score or show up as an inquiry on your credit report.

Is there a late fee?

Klarna aims to ensure that customers have a clear overview of the payment plan with complete transparency on the installment due dates. They always send a reminder before the payment is due. If you do miss a payment, they allow for a grace period by retrying within 10 days. A reminder during this retry period is also sent. In the event that a payment is still not made after a 10 day grace period, a late fee of up to $7 is applied to the next installment due date. Klarna will only ever charge one late fee per installment. To keep you in the loop, they'll send you an email notification if your payment was unsuccessful.

What happens if I make a return?

We've got you covered! Any payments already made will be refunded to your original payment method and your remaining payments will be cancelled. If the return credit causes the order to be overpaid, the overpaid amount will be automatically refunded to your original payment method. Otherwise, your upcoming payments will continue to be collected until the remaining balance is paid off. You can check the status of return credits and refunds anytime by logging in to Klarna online or in the Klarna mobile app.

How do I contact Klarna?

Got a question about Klarna or pertaining to a payment through Klarna? Feel free to contact them directly here.

Shipping

Shipping Fees and Delivery Time

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Domestic Shipping Options and Rates:

UPS Surepost/Ground - $5-$9 (Free on orders $150+)

Estimated delivery in 5-9 business days (Monday-Friday) when placed before 11 am PST

UPS Express - $18

Estimated delivery in 2-4 business days (Monday-Friday) when placed before 11 am PST

UPS Expedited - $40

Estimated delivery in 1-2 business days (Monday-Friday) when placed before 11 am PST

For Alaska and Hawaii, the Ground shipping fee is $19 (Free on orders $150+). Express and Expedited shipping are currently not available to these locations. 

Domestic Processing and Delivery:

Once an order is placed, it is unable to be edited or canceled. 

Once your order is fulfilled, you will receive an email notification with your tracking information. Please allow 24 hours for the information to be updated online.

Shipping fees are non-refundable in the case of returns.

We are unable to deliver to PO boxes.

For information about international shipping, CLICK HERE.

Mother's Day Ordering Deadlines

Order by the following dates before 11 am PST to receive your gift on time.

5/1 - Ground Shipping

5/6 - Express Shipping

5/8 - Expedited Shipping

Delivery date not guaranteed due to potential carrier delays.

Missed the above? Visit or phone either of our Bedrooms, HERE.

What shipping providers do you use?

We use UPS for all U.S. orders. Ground shipping for U.S. orders may take up to 5-10 business days to arrive from the day you receive your shipping confirmation.

Unfortunately, at this time, we are unable to ship orders to P.O. boxes.

International orders can take up to 3-7 business days, after the orders ships. For more information about International orders, please CLICK HERE.

Do you ship to P.O. Boxes?

Unfortunately, at this time, we are unable to ship orders to P.O. boxes.

My order didn't arrive when I thought it would!

Due to COVID-19, we are experiencing longer processing and shipping times than usual. While we totally empathize (believe us—we love our PJs too), arrival times are not guaranteed and shipping costs are non-refundable.

Oh no! What if I think I received something that is damaged?

If you receive an item that you believe is damaged or incorrect, please reach out to our customer happiness team immediately by contact us.

Eff! My package was lost, stolen, or damaged!

Oh no! Please file a claim with the shipping carrier first, then contact us letting us know your order number and your specific claim number. Once we receive that, we will work together to come to the best resolution.

We will only consider claims made within 30 days of the stated/estimated delivery date.

Mother's Day Ordering Deadlines

Order by the following dates before 11 am PST to receive your gift on time.

5/1 - Ground Shipping

5/6 - Express Shipping

5/8 - Expedited Shipping

Delivery date not guaranteed due to potential carrier delays.

Missed the above? Visit or phone either of our Bedrooms, here

Returns + Exchanges

How do I return a Lunya item?

We've made it simple for you to initiate a U.S. return here: ONLINE RETURN PORTAL.

Enter your order number + email on the linked page above.

Follow the steps in the portal and at the end of the process, a USPS return label and return packing slip will be created for you. 

Returns must be sent back using the provided return label and the item(s) are required to match what is listed on the return packing slip. Do not combine returns. Lunya is not responsible for returns or items not meeting this criteria. 

For all U.S. orders, original shipping and handling charges are not refundable. A $7 return processing fee will be deducted from your refund. 

Alternatively, if nearby, U.S. online orders may be returned in person to any of OUR RETAIL STORES, free of charge.

For information about international returns, CLICK HERE.

What’s Lunya's return policy?

All (non-final sale) returnable items purchased between 3/22 - 4/22 are eligible for return/exchange until 5/22. All other orders have 30 days to be returned/exchanged.

Merchandise must not be worn, washed, dyed, or altered in any way. Merchandise that appears to be worn and/or washed and not in its original/saleable condition may result in a delayed refund/exchange, or may not qualify for a refund, credit or exchange.

In these cases, the item(s) will be returned to you.

Merchandise must be returned in its original packaging with care tags and hang tags intact.

Returns must be sent back using the provided return label and the item(s) are required to match what is listed on the return packing slip. Do not combine returns. Lunya is not responsible for returns or items not meeting this criteria. 

Certain items are marked as final sale and not refundable and are not eligible for returns (ie. gift cards, select items from The Rest Shop and gifts with purchase). Sleep Sets and Kits are only eligible for returns if the entire Set or Kit is returned or exchanged. We cannot accommodate partial returns for our Sleep Sets and Kits.

Any item bought through a third party (for instance, at a sample sale or at another retailer/seller) is not returnable through Lunya. 

Note: For all U.S. orders, original shipping and handling charges are not refundable. Exchange orders are shipped for free (U.S. orders only). For non-exchange return orders, a $7 return fee will be deducted from your refund.

For information about our international return policy, CLICK HERE.

Can I make a return in-store?

Yes! U.S. orders placed on lunya.co may be returned in person to any of our retail stores, free of charge. To return an online order in-store, bring the item(s) and your invoice (digital or physical) to any LUNYA RETAIL LOCATION

Refunds will be made in the form of the original payment and gift returns in the form of store credit. 

You must follow the guidelines in our return policy and have your invoice information with you at the time of return. Stores are not able to receive mailed returns.

I would like to return for a refund…

You got it! When inputting your return through our ONLINE RETURN PORTAL, a refund option will be available to choose. 

Print the return label provided by Lunya online and mail back the item(s) with the return packing slip included inside the package within 15 days from submitting the online return. Note: your package should ONLY include items listed on that particular return packing slip. Do not combine returns.

Once your item(s) have been delivered, undergone and passed inspection, we will refund the balance back to your original payment method and will notify you of your refund via email. This refund may only be credited to your original method of payment.

Note: This process can take up to 10 business days (Monday-Friday, excluding holidays) from the delivery date to complete. After your refund has been issued by us, allow 2-3 additional business days for those funds to be posted to your account. *This depends on your credit/debit card company or bank’s timeframe. 

For all U.S. orders, original shipping and handling charges are not refundable. For non-exchange return orders, a $7 return fee will be deducted from your refund.

I just need to exchange…

When inputting your return through our ONLINE RETURN PORTAL, you will be shown your exchange options to choose from, see below for more detail. 

At the end of the process, a USPS return label and return packing slip will be created for you. 

INSTANT EXCHANGE

Input your credit card to get your new items sent immediately. 

A $1 hold will be put on your card. The hold will stay in place for 7 days and then drop, regardless of whether the product is returned or not. If the return item is not sent back and scanned as "in-transit" within the return window, your card will be charged the full amount of the item. 

To confirm, you’ll only pay if your return isn’t physically in the mail within 20 days.

EXCHANGE WITH A DIFFERING COST

Proceed through the return portal and shop for something new…

Should the price be the same, an even exchange will be created. 

Should the price of the new item be lower than the original, you will receive a refund of the balance once the return is delivered and inspected at our warehouse. If this was a gift return, store credit will be provided at that time instead. 

Should the price of the new item be higher than the original, you will be able to pay for the difference at that time.

But it was a gift! What now?

You can initiate a return for store credit or an exchange using the following link: ONLINE GIFT RETURN HERE.

Please keep in mind that the order number requested in the link above is NOT the Order ID. 

Follow the steps in the portal and at the end of the process, a USPS return label and return packing slip will be created for you. 

Returns must be sent back using the provided return label and the item(s) are required to match what is listed on the return packing slip. Lunya is not responsible for returns or items not meeting this criteria.

As long as our ONLINE GIFT RETURN page is utilized, the gift giver will not receive any notifications around this process whatsoever. 

For information about international returns, CLICK HERE.

How much time do I get to return the items?

It is best if you mail your return as soon as possible, particularly if an exchange is desired to ensure you are not charged, but you have up to 20 days from submitting your online return to do so.

I purchased Lunya through a third party. Can you help?

We are unable to assist with a Lunya item purchased from a third party and recommend contacting the retailer/individual whom payment was made to.

Start a Return

International

What countries/regions are eligible for international orders?

Click here to see what countries we currently ship to.

How do I place an international order?

First, select your desired shipping destination at any of the following locations on the website:

If you are browsing from an eligible international shipping country/region, you will be prompted with a window

The flag located at the top right-hand corner when viewing on desktop or the flag located in the bottom footer on your mobile device

On individual product pages

In the cart, by selecting ‘change country/region’

Once the shipping destination is selected, the currency and available products for that country/region will automatically update. To change your shipping country/region, please select from any of the above locations on the website.

Please note that payment is collected and processed by our international shipping partner, Global-E. At this time, we do not sell or accept gift cards as a form of payment. 

You can find Global-E's terms and conditions by following this link to their website.

Can I place an international order over the phone?

International orders can only be placed online at lunya.co.

When will my international order be charged?

Your credit card card will be charged when you place the order.

What forms of payment do you accept for international orders?

We accept the following payment types:

Payment types vary per country, due to local laws and/or payment availability. Local payment methods are available and viewable upon checkout.

At this time, we do not sell or accept gift cards as a form of payment. 

In which currency will my international order be charged?

You will be charged the value of the order in the currency of the country/region you selected. If you charged your order to a credit card or account in a different market from the shipping country/region, or if your credit card is tied to another currency, additional bank fees may apply. Please contact your bank for more information.

Will I be charged duties and taxes?

Any local import duty, taxes or customs clearance are not included in our prices and must be paid for by you.

Pro tip: we also provide an option to prepay duties and taxes in advance (using our express courier service), so you can see the fees before you submit your order and there will be no additional costs when you receive your package, guaranteed. Any inspections and fees applied on imports are unfortunately beyond our control, should you decide not to prepay taxes during checkout.

When can I expect my order to arrive?

You will receive an email when your order ships. After your order ships, it will arrive at the shipping address within 3 to 7 business days. Please note that in some rare occurrences, the delivery timeframe could be extended.

You can track your order through our Track Order page.

Business days are Monday through Friday, excluding U.S. federal holidays.

Can I overnight an international order?

We do not offer overnight delivery for international orders.

What is the international return policy?

We are happy to accept returns for merchandise purchased on lunya.co that has not been worn, washed, or altered, with tags still attached and in the original packaging within 30 days of purchase.

To start the returns process, please use our Returns Portal to receive a return label for your order.

Please note that the shipping costs paid at the time of the order will not be refunded.

Prepaid duties and taxes are forwarded to your local customs authority and therefore, are non-refundable. As only the recipient of an order can claim these fees back, please contact your local customs office directly with copies of the returns paperwork.

Items returned without an authorized return label from Customer Service will not be accepted. Keep the Return Tracking Number for your package to monitor the delivery status.

How much is the international return fee?

For all international orders there is a $10 return fee.

Prepaid duties and taxes are collected by your local customs authority and are therefore non-refundable.

As only the recipient of an order can claim these fees back, please contact your local customs office directly with copies of the return(s) paperwork.

What do I do if the item(s) in my international order arrive damaged or defective?

Lunya stands behind the quality and craftsmanship of all of our products. If you believe your item is defective or has been damaged en route, please contact customer service via our Help Center.

How long will it take to receive a refund on a returned international order?

Refunds are typically issued within 20 business days, which includes the transit time back to our warehouse and the processing time needed to inspect the item. You will receive an email once your refund has been completed.

Can I return a gift I received from an international order?

At this time, lunya.co does not process exchanges on international gift orders.

Any credit for items returned from a gift order will be issued to the original purchaser.

You are welcome to contact a customer service representative via our Help Center for additional assistance.

Can I return an international order to a store?

Our stores cannot accept returns for orders placed online.

You are welcome to contact a customer service representative via our Help Center for additional assistance.

How do I track my international order?

You can receive the most updated delivery information through our Track Order page. You will need:

The order number (beginning with GE)

The email address used to place the order

Should you require any further information or assistance, please do not hesitate to contact us.

Sustainability

How do you choose what materials to use?

Ever wonder why you sleep so soundly in Lunya? It’s probably thanks to our materials. 

Each piece we create is the product of years of designing, sourcing, and producing with the highest-quality materials and with like-minded production partners. We thoroughly research and vet our raw materials to make sure they meet our standards, are good for you and better for the environment. In addition to thinking about the impact on people and the environment, we consider factors like availability, preferred fiber content, water and energy input, and GHG emissions.

Act natural. We also use mostly natural materials, which break down better and are less of a pollutant than the synthetic fibers that are being found in oceans and water supplies. 

We know you have your go-tos—so do we! Some of our favorite fabrics are:

Washable Silk
We love a pop of color. But only when done right. 100% of our washable silk uses bluesign®-approved dyes, because they are safer for our dyehouse workers, the planet, and you. Sleep soundly knowing there’s zero bad stuff.

Organic Pima Cotton
We know our Organic Pima Cotton has your stamp of approval. Our sustainable, GOTS (Global Organic Textile Standard) Organic Pima was fairly milled without any harmful pesticides, less water, and socially responsible. Check, check, and big check.

Restore Pima
Our Restore Pima collection is made with a proprietary mix of fabrics, including sustainably made Organic Pima and Lenzing Modal®. It’s also certifiably nap-approved.

Lenzing Modal®
Lenzing Modal® is one of the most sustainable fibers in the textile industry and is made from natural beechwood trees, a replenishable material. It's also CO2-neutral since it's processed with unique resource-conserving technologies and our modal is one of the most sustainable modals, using FSC-certified forest products. Because we love the planet as much as we love a good night’s sleep.

Linen Silk
Our seasonal, lightweight linen silk is a blend of silk, cotton and linen. Our linen fiber is derived from 100% European Flax and is farmed using zero pesticides, GMO’s, and use of water. Now that’s sexy. It’s also 100% luxurious.

Cozy Wool
Between remembering to drink your water and stretch, you have enough to worry about. Let us take ‘allergens’ off your list. Our chunky merino wool is soft to the touch and for the most sensitive among us it's hypoallergenic. It’s also OEKO-TEX® 100 Certified, which means that it has been tested for both regulated and non-regulated harmful substances.

Want to see what’s between the sheets? To learn more about our fabric collections CLICK HERE.

Where are your products made?

We like our fabric quality like we like our sleep quality: premium. We source and manufacture our apparel all over the world depending on where we can find the highest quality fabrics and excellent factories that can produce garments to the standards our customers expect. 

We partner with world-class manufacturers that are committed to fair and equitable practices. The more we grow, and as our manufacturing quantities increase, this will continue to be a priority for us. When developing a product, we choose countries that are best-in-class at the desired raw material fiber and quality, over less expensive labor. 

Call us Mrs. Worldwide. Our Washable Silk items are made in China, our Restore is made in China and sewn in both China and the USA, and our Pima Cotton is made in Peru. All this talk is giving us cabin fever. Last-minute trip, anyone?

What are you doing to be more sustainable?

Trust us when we say our sustainability goals are as ambitious as waking up before the alarm. These goals are designed to innovate and better how we design and manufacture, which means that we: thoughtfully consider and care about the materials we source, the production methods we use, how we distribute and our practices at our headquarters and Bedroom locations.

In addition to our fabric selection and how we manufacture, we are also doing what we can by minimizing production quantities with demand-oriented ordering to minimize unnecessary waste and unnecessary production. 

We are on a journey of progress and as we continue to grow and evolve as a business, we are committed to sharing with you, the actions being taken towards positive change to care for the planet and its people.

To us, being sustainable is about responsible and ethical choices and doing our best to do what’s right for our employees, workers, our customers, and the world around us. 

Contact Us

Email us at happiness@lunya.co

Support Hours:

Mon-Fri
 9:00am – 5:00pm PST
*Excludes Holidays

Looking for more info on products, shipping, fabric, and more?

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