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, refer to our size guides. On every product page, they are located underneath the size bubbles and titled "size guide." There is also a "size and fit" section on select product pages that provides additional information about the style. 

For any other questions, CONTACT US online. Alternatively, you can contact our Bedrooms, aka stores, in person or via phone, HERE. We will typically ask for your top and/or bottom numerical sizing depending on the item/s you are interested in. 

Can I purchase a gift?

Absolutely, thank you for thinking of Lunya to gift your loved one! 

We offer a Gift Box for an additional $10. When a Gift Box is purchased, a gift note can be added during checkout as well. Rest assured, there will not be any pricing included in the package. 

The Gift Box is final sale and not returnable. One Gift Box per order. All items ordered will be placed together inside the Gift Box. Larger items not eligible for a Gift Box will be noted in their product descriptions on the product's respective page and will not be gift-wrapped. 

Need assistance or perhaps a more catered and customized experience? Contact our Bedrooms, aka stores, in person or via phone, HERE, if shipping domestically. 

Do you have any physical locations?

Yes! We have 2 locations HERE

Can I cancel or edit my order?

We completely get it, we change our minds too! Once an order is placed, we are unable to edit, 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 contacting us HERE.

What if I still need assistance?

We want to connect too! CONTACT US with any questions, concerns, or feedback. We will be sure to get back to you within 24-48 hours. Monday-Friday, excluding holidays. 

For any general ordering and/or product-related inquiries, you can also contact our Bedrooms, aka stores, in person or via phone, HERE.

What is Talkable?

Talkable is our referral program. If you love Lunya and think a friend would too, you can send them a *15% code via email to spend on their first Lunya order. When they successfully apply their provided discount code at checkout, you will receive an email with *15% off for yourself to redeem on your next order. You may send codes to as many first-time ordering friends as you want and will receive a *15% reward for each friend that makes a first purchase using their code. 

*Online and in stores, codes can be used one time only. Cannot be combined with other offers, and these rewards are not stackable; only one 15% code may be applied per purchase. Not valid on sale items, kits, bundles, gift cards, gift boxes, taxes, shipping, or third-party products.

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:

GROUND (various carriers) - $5-$9 (Free on U.S. orders $150+)

Estimated delivery in 5-9 business days (Monday-Friday, excluding holidays) when placed before 8 am PST

UPS EXPRESS - $18

Estimated delivery in 2-4 business days (Monday-Friday, excluding holidays) 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.

P.O. Boxes can only be shipped via Ground shipping.

For information about international shipping, CLICK HERE.

Do you ship to P.O. Boxes?

Yes! We are able to ship orders to P.O. boxes when choosing Ground shipping. 

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 a 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 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. 

For all international orders, original shipping and handling charges + duties and taxes are not refundable. A $10 return processing fee will be deducted from your refund.

Alternatively, 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?

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 all international orders, original shipping and handling charges + duties and taxes are not refundable. A $10 return processing fee will be deducted from your refund.

For information about our international return policy, CLICK HERE.

Can I make a return in-store?

Yes! 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.

For all international orders, original shipping and handling charges + duties and taxes are not refundable. A $10 return processing fee will be deducted from your refund.

I just need to exchange…

U.S. ONLY

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 15 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.

Exchanges are not currently available internationally.

But it was a gift! What now?

You can initiate a return for store credit or an exchange (U.S. only) 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 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. 

International gift returns will be given store credit once processed. Exchanges are not currently available internationally.

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 15 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 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, duties, and taxes paid at the time of the order will not be refunded.

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.

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

If store credit is chosen as the refund outcome, the $10 international return fee will be waived.

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

If you believe your item is defective or has been damaged en route, please contact our Customer Happiness team here.

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?

Yes! You can initiate a return for store credit 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 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. 

*Exchanges are not currently available internationally. Original shipping fees and duties + taxes are not included in the store credit amount. 


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

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