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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.

The Bedroom, New York

255 Elizabeth Street
New York, NY 10012
DIRECTIONS
323.538.6646

The Bedroom, Atlanta

1170 Howell Mill Road NW
Suite P18A
Atlanta, GA 30318
DIRECTIONS
323.438.2810

Can I cancel my order?

We completely get it, we change our minds too! While we wish could, 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. As a reminder, domestic return shipping is free. 

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.

How does Embroidery Work?

Can embroidered items be returned or exchanged?

All embroidered items are final sale and cannot be exchanged or returned.

Can I edit  my embroidery order?

Once an embroidery order has been placed, the order cannot be changed or altered. Additionally, all embroidered items cannot be refunded or exchanged.

What products can be embroidered?

All eligible products can be found in The Embroidery Shop here. On the product page,  click “PERSONALIZE IT” to add embroidery to the selected garment. 

What does the embroidery look like?

We can embroider a maximum of three capitalized  letters in a classic Deco block font.  We offer one size which is 0.4 inches in height.  All embroidery is positioned on the left chest of the garment. For styles with a left chest pocket, the embroidery will be positioned on the top center of the pocket. Currently, we offer a choice of two thread colors: 

• Otium Tan, or

• Meditative Grey

How long does embroidery take?

Please allow an additional 2-3 weeks before the embroidered product is shipped. If  an embroidery order also contains a non-embroidered item(s) and/or a gift box, the non-embroidered item(s) and gift box will ship first, then the embroidered item will ship separately when ready (without a gift box). 

Please note, if you select Express or Expedited shipping methods at checkout, the embroidered item will be shipped Express or Expedited after the 2-3 week production period.

Can I return a previously  purchased non-embroidered item and get it embroidered?

Recently purchased a non-embroidered item, but now want it personalized?  Not a problem.  If your order is within the 30-day return period, simply select the item you are sending back and request a refund. Use the provided Instant Refund code (it's just like a gift card code) to buy any new item from The Embroidery Shop here. Next, print your return label and packing slip and mail back the original item. Once received, we will refund any remaining balance to your original payment method.

If  your original non-embroidered order is outside of the 30-day return window, the garment cannot be returned.

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.

What is Catch?

Catch is a free payment method that allows you to pay for online purchases directly from your bank account and earn credit toward your Lunya purchase.  Learn more about Catch HERE.

How do I sign up?

Select Catch at checkout. You’ll be redirected to Catch to log in or create an account.

To create an account, you’ll need to provide your phone number, name and email and link your bank account. Catch uses Plaid and Teller to link your bank in seconds—you’ve probably done this before if you have Venmo, Robinhood, or have filed your taxes online.

If you already have a Catch account, just verify your phone number and pay.

Is Catch free?

Yes! You’ll only earn money, never pay money.

How does the sign up bonus work?

If it’s your first time using Catch, you’ll get an extra $10 in store credit towards your next purchase in addition to what Lunya is offering.

Are there any restrictions to my Catch credits?

Your Lunya credits can only be redeemed online at Lunya and must be used before they expire. To redeem, just pay with Catch again next time you’re shopping with us.

You can’t earn or redeem credits on gift card purchases. Other than that, there are no restrictions!

How will I redeem my credits?

Your credits will automatically be applied when you shop with us again and pay with Catch. You can also manage your credits at any time by logging into your Catch account.

If you’d like to share the love, simply select “share as gift” in your Catch account to gift your credit to a friend so they can use it towards something special at Lunya.

How do I contact Catch?

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

Shipping

What is the shipping policy?

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.

Due to COVID- 19, our carriers have been experiencing slight delays in shipping, so please allow for 5-9 business days (Monday thru Friday, excluding weekends and holidays) for your ground orders to arrive. We apologize for any inconvenience and are working hard to get you your sleepwear as soon as we can. Thank you so much for your patience and understanding!

For Alaska and Hawaii, there is a flat-rate Ground shipping charge on all orders of $19, and a charge of $48 for Expedited shipping.

We are unable to deliver to PO boxes.

For information about international shipping, CLICK HERE.

What shipping providers do you use?

We use FedEx for all U.S. orders. Ground shipping for U.S. orders may take up to 5-9 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.

Returns + Exchanges

How do I return a Lunya item?

We've made it simple for you to initiate an ONLINE RETURN HERE.

Step 1: Enter your email and select your items to return.

Step 2: Get an email confirmation.

Step 3: Send it back to us within 15 days.

Once your return or exchange has been authorized, you will receive simple step-by-step instructions and a prepaid shipping label via email. Currently, gifts may only be returned for another product or store credit. Free return shipping is offered for U.S. orders only.

For information about international returns, CLICK HERE.

What’s Lunya's return policy?

A return must be requested within 30 days of the ship date, after which merchandise must be sent back within 15 days. 

Merchandise must not be worn, washed, dyed, or altered. 

Merchandise must be returned in its original packaging. Returns must include the packing slip supplied during return process (packing slip will auto-generate along with the return label). Package should only include items listed in that particular return packing slip. 

Merchandise that appears to be worn and/or washed and not in its original/sellable condition may result in a delayed refund/exchange, or may not qualify for a refund or exchange. In these cases, the item(s) will be returned to you. 

Certain items are marked as not refundable and are not eligible for returns (ie. gift cards, gifts with purchase, and embroidered garments). Sets and Kits are not eligible for partial exchange or return.

For information about our international return policy, CLICK HERE.

Please note: For all U.S. orders, original shipping and handling charges are not refundable, however if you need to return your item, the return shipping is on us!

I would like to return for a refund...

No worries, we got you. We've made it simple for you to initiate an ONLINE RETURN HERE.

Step 1: Enter your email and select the item(s) you're sending back and click the “RETURN ITEMS” button. 

Step 2: You will receive an email with an Instant Refund code that can be used towards any purchase at Lunya, paying any remaining amount due with an accepted payment method. If you do not use this code, the amount will be refunded to your original payment method (see Step 4).

Step 3: Print your return label and mail back the original item(s) with the packing slip included inside the package within 15 days. Please note: your package should only include items listed on that particular return packing slip. If you received your order in one of our ‘Good For…’ shipping bags or a mesh wash bag, we made those conveniently re-sealable so you can use that to ship your return back to us. 

Step 4: Once receive your return, we will refund the full balance or any remaining balance on your Instant Refund code back to your original payment method.

I am expecting a refund... How long does this take?

Please allow 6-12 business days for us to receive your return. After which, it may take up to an additional 10 business days for us to process your return (i.e. issue your refund). Once your items have undergone (and passed!) inspection, we will issue your refund to the original form of payment and will notify you of your refund via email. After your refund has been issued by us, please allow 2-3 additional business days for those funds to be posted to your account.

Please note that your refund may only be credited to your original method of payment.

I just need to exchange for a different color or size...

Not a problem. We've made it simple for you to initiate an ONLINE EXCHANGE HERE.

Step 1: Enter your email, then simply select the item(s) you’d like to exchange. You will be prompted to select “exchange” (instead of “return”) and a new size and/or color for each eligible item. Hit “Review Summary” at the bottom and “Complete” on the summary page.

Step 2: Print the provided packing slip and return label and mail back the original item(s) within 15 days. We will ship the new item to you right away.

I need to exchange for a different style...

Sure! Let's get you into something you love. Initiate an ONLINE RETURN HERE.

Step 1: Enter your email address select the item(s) you're sending back and click the “RETURN ITEMS” button. 

Step 2: You will receive an email with an Instant Voucher code that can be used towards the purchase of a different style, paying any remaining amount due with an accepted payment method. If you do not use this code, the amount will be refunded to your original payment method once your return has been processed.

Step 3: Next, print the provided return label and packing slip and mail back the original item(s) within 15 days. Once received and processed, we will refund any remaining balance to your original payment method.

How will this exchange voucher (Instant Voucher) work?

At the time a shipping label is presented, you are also presented with a unique instant exchange voucher code that's easily copied to your clipboard. There will also be a link that takes you to shop again immediately in the store, where you can load up your cart and use the code at checkout as you would any voucher/promotion/discount code. Purchases exceeding the exchange amount are paid for with Lunya's normal checkout methods (i.e. as if you were making a regular purchase on our website).

But it was a gift! What now?

Did your gift not fit quite right? Want to find something else to spend your nights in? No problem! We've made it simple for you to initiate an ONLINE GIFT RETURN HERE.

Step 1: Enter the order number (in the enclosed packaging - and please keep in mind that this is NOT the Order ID) and delivery address zip code. Need help? CONTACT US and we will gladly track down details.

Step 2: Select your item(s) to return (currently our returns provider does not support direct gift exchanges). Receive a store voucher (instant voucher code) to shop for your exchange item(s) immediately. Your replacement item(s) are sent to you right away—you’re welcome!

Step 3: Next, print the provided return label and packing slip and mail back the original item(s) within 15 days. Once received and processed, any remaining credit will live as Lunya store credit.

Note: Gifts may currently only be returned for another product or store credit. Free return shipping is offered for U.S. orders only.

For information about international returns, CLICK HERE.

Will the gift giver know that it has been exchanged?

The gift giver does not receive any notifications around this process whatsoever. The gift giver will only know about the return/exchange if the gift receiver volunteers to tell them. A good solution for all types of communities, families, and friend groups.

What if I decide to spend more than the voucher amount?

Purchases exceeding the gift exchange (instant voucher code) amount are paid for with Lunya's normal checkout methods (i.e. as if you were making a regular purchase on our website).

How much time do I get to return the items?

It is best if you mail them back as soon as possible, but you have up to 15 days to drop those return items in the mail so that they are received in time.

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

Support Hours:

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

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