Return & Refund Policy

1. Return Period

Arlo & Luna offers a 30-calendar-day return period for eligible change-of-mind returns, starting from the date of delivery.

To qualify for a change-of-mind return, the item must be in its original, resalable condition. Items may be tried on briefly to check the fit, but must not have been worn beyond trying on, washed, altered or damaged.

All original tags, labels, hygiene seals and packaging must remain intact and attached where applicable. Proof of purchase, such as your order number or receipt, is required.

All returns must be registered with our customer support team at support@arlo-and-luna.com and approved before the item is sent. Unauthorised returns may be delayed or refused.

This voluntary 30-day policy applies to change-of-mind returns and does not limit any rights or remedies that apply under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable law.

2. Return Costs

The following costs apply to returns and exchanges:

• Restocking fees: NZ$0.00.

• Change-of-mind return shipping: Paid by the customer.

• Return shipping for faulty, damaged or incorrect items: Covered by Arlo & Luna where a return is required.

• Shipping a replacement size under an approved size exchange: Free of charge, as described in Section 6.

All amounts are stated in New Zealand dollars (NZD).

Customers are responsible for checking product descriptions, size information and relevant product details before placing an order. Choosing the wrong size, changing your mind or preferring a different colour or product does not, by itself, make Arlo & Luna responsible for return shipping.

Where a customer has selected the wrong size or otherwise changes their preference, any alternative product, discount code or goodwill offer is optional and subject to Arlo & Luna's approval. It does not constitute a free exchange or create an entitlement to one.

3. Return Conditions and Exclusions

For a change-of-mind return, all of the following conditions must be met:

• The return request must be submitted within 30 calendar days of delivery.

• The item may have been briefly tried on to check the fit, but must not have been worn beyond trying on, washed, altered or damaged.

• The item must be clean and in its original, resalable condition.

• All original tags, labels and packaging must be intact and attached where applicable.

• Any hygiene seal, liner or sticker must remain intact where applicable.

• Proof of purchase must be provided.

• The return must be approved by our customer support team before the item is sent.

The following items are not eligible for change-of-mind returns or exchanges where the relevant hygiene or product condition makes the exclusion applicable:

• Swimwear and bikinis.

• Underwear and lingerie.

• Bodysuits.

• Socks and tights.

• Shapewear.

• Earrings and other pierced jewellery.

• Hair accessories.

• Face masks.

• Items with a removed, broken or missing hygiene seal, liner or sticker.

Items marked as "Final Sale" at the time of purchase, and items that have been worn, used, altered or damaged by the customer, are not eligible for change-of-mind returns where permitted by law.

We may request reasonable information or evidence to assess the condition of a returned item and whether the applicable return requirements have been met. If an item does not meet the conditions for a voluntary change-of-mind return, we may decline that return and explain the reason.

These exclusions do not remove any rights or remedies that apply to faulty, defective, misdescribed or otherwise non-compliant products under applicable consumer protection laws.

4. Faulty, Damaged or Incorrect Items

We want every order to arrive as expected. If you receive an item that is faulty, damaged or different from what you ordered, please contact support@arlo-and-luna.com as soon as reasonably possible.

To help us assess the issue, please provide:

• Your order number.

• The name of the affected item.

• A clear description of the issue.

• Clear photographs of the item and, where relevant, its packaging and shipping parcel.

For an incorrect item, please also identify the item you ordered and the item you received.

We may request reasonable additional information or photographs before deciding on the appropriate next step. This helps us investigate the issue accurately and distinguish product or fulfilment problems from other causes.

If a return is required for a faulty, damaged or incorrect item, Arlo & Luna will arrange or cover the applicable return shipping costs.

Depending on the circumstances, the nature and seriousness of the issue, and your rights under applicable law, an appropriate remedy may include a repair, replacement or refund. We will handle eligible claims in accordance with the New Zealand Consumer Guarantees Act 1993 and other applicable laws.

Please report visible damage or incorrect items as soon as possible, preferably within 30 days of delivery, so that we can investigate promptly. This request does not limit statutory rights relating to faults that become apparent later or any other rights provided by law.

5. How to Initiate a Change-of-Mind Return

Please follow these steps before sending an item back.

Step 1 — Contact our support team

Email support@arlo-and-luna.com with your order number, the item you wish to return and the reason for your request.

Step 2 — Wait for authorisation and instructions

Our customer support team aims to respond within one business day, Monday to Friday, with the applicable instructions and the correct return address.

Do not send an item before receiving return authorisation. Items sent without approval or to an address that has not been provided by our team may be delayed or may not be processed correctly.

Step 3 — Send the approved return

Pack the item securely and send it to the authorised return address. We recommend using a trackable shipping method and retaining proof of postage.

For change-of-mind returns, the customer is responsible for arranging and paying for the return shipment.

Arlo & Luna is not responsible for loss or damage during a return shipment arranged by the customer, to the extent permitted by law. This does not apply where Arlo & Luna is responsible for arranging or paying for the return shipping of a faulty, damaged or incorrect item.

6. Size Exchanges

Arlo & Luna offers one size exchange per order for a different size of the same product, subject to the conditions and availability described below.

This limit is intended to keep exchanges fair and manageable for all customers. A size exchange is not an unlimited fitting service, and customers should review the product's size information before ordering.

The exchange must be for the same product in a different size. Exchanges for a different colour or a different product are not included in this offer.

If you selected the wrong size and would prefer a different product or colour, you may request an eligible change-of-mind return under Section 5 and place a new order. Return shipping remains your responsibility. At our discretion, we may offer a discount code or another goodwill gesture towards a different product, but this is not guaranteed and does not constitute a free exchange.

How to request a size exchange

Step 1 — Contact us

Email support@arlo-and-luna.com within 30 calendar days of delivery. Include your order number, the item you wish to exchange and your preferred replacement size.

Step 2 — Availability and eligibility check

Our team will check the requested size and confirm the next steps. We aim to respond within one business day, Monday to Friday.

All size exchanges are subject to stock availability and compliance with the exchange conditions. The original item must not have been worn beyond briefly trying it on, washed, altered or damaged. It must remain in its original, resalable condition, with all original tags, labels and packaging intact where applicable.

Step 3 — Return the original item

Once the exchange has been approved, follow the return instructions provided by our support team.

For a change-of-mind size exchange, the customer is responsible for the cost of returning the original item. Please retain proof of postage and tracking information.

Step 4 — Receive the replacement

After we receive and verify the original item, we aim to dispatch the replacement size within two business days, subject to availability and completion of the required checks.

There is no additional shipping charge for sending the approved replacement size to the customer.

Exchange shipping costs

• Return shipping for a change-of-mind size exchange: Paid by the customer.

• Shipping the replacement size to the customer: NZ$0.00.

• Return and replacement shipping for a faulty or incorrect item: Covered by Arlo & Luna where a return or replacement shipment is required.

Only one size exchange is permitted per order under this voluntary exchange offer. Additional size changes are not included. A customer may instead request an eligible return and place a new order.

This exchange limit does not restrict any rights or remedies that apply if an item is faulty, misdescribed or otherwise fails to meet the guarantees required by law.

If the requested replacement size is unavailable, we will explain the available options. Where a refund is required by law, it will be provided accordingly. Store credit may be offered as an optional alternative where appropriate, but will not replace a legally required remedy without the customer's agreement.

7. Return Address

The return address will be provided in writing by our customer support team after the return has been approved.

Please do not send any return before receiving authorisation and the correct address.

Our administrative office is located at:

Groeneweg 17
9320 Aalst
Belgium

Please do not send returns to this administrative address. Only use the return address provided by our support team. Returns sent to an incorrect address may be delayed or may not be processed.

8. Refund Processing

Once an authorised return has been received, we aim to inspect it and assess the return request within three business days.

We will notify you by email of the outcome. If a refund is approved, we aim to process it within seven business days. The time it takes for the funds to appear in your account may vary depending on your bank or payment provider.

Approved refunds will normally be issued to the original payment method.

Full and partial refunds

The amount refunded depends on the circumstances and the items eligible for a refund.

If only part of an order is approved for return, the refund will normally apply to the eligible returned item or items rather than the entire order.

Where a partial refund is appropriate, we will explain the calculation and the reason for the amount offered. Any deduction or adjustment must have a proper basis under this policy and applicable law. We do not charge restocking fees.

For eligible change-of-mind returns, the refund will cover the purchase price of the approved returned item or items. Original standard shipping costs will be refunded where applicable under this policy or required by law. Additional premium or express shipping charges may be excluded from a change-of-mind refund to the extent permitted by law.

Return shipping costs for change-of-mind returns remain the customer's responsibility.

For faulty, damaged or incorrect items, refunds and other remedies will be handled in accordance with applicable consumer protection laws and the circumstances of the claim.

Where appropriate and lawful, Arlo & Luna may offer a replacement, discount code, store credit or another goodwill solution to resolve a concern. These options are offered at our discretion and do not replace a remedy that the customer is legally entitled to receive.

9. Consumer Rights

Our products are covered by applicable consumer protection laws, including the New Zealand Consumer Guarantees Act 1993 and the Fair Trading Act 1986, where applicable.

These laws provide protections relating to product quality, fitness for purpose, safety, accurate descriptions and delivery.

If a product fails to meet an applicable legal guarantee, you may be entitled to a remedy such as a repair, replacement or refund. The appropriate remedy depends on the circumstances and the nature and seriousness of the issue.

Our voluntary return, hygiene and exchange conditions do not exclude, restrict or replace any rights or remedies that cannot lawfully be excluded.

A change of mind, a preference for a different colour or an incorrect size choice does not automatically create a statutory right to a refund or free return shipping. Such requests are handled under the voluntary terms set out in this policy.

Nothing in this policy is intended to mislead customers about their legal rights or to limit any rights that apply under New Zealand law.

10. Order Cancellation Policy

If you wish to cancel an order, please contact support@arlo-and-luna.com within 24 hours of placing it.

We will do our best to accommodate your request. However, if the order has already entered processing or has been dispatched, cancellation may no longer be possible.

If cancellation is no longer possible, please contact our support team to discuss the available options after delivery, subject to this policy and applicable law.

This cancellation policy does not limit any cancellation, refund or other rights that may apply under applicable law.

11. Contact Information

For questions about returns, refunds, exchanges or cancellations, please contact:

Arlo & Luna Customer Support

Email: support@arlo-and-luna.com
Support hours: Monday to Friday
Target response time: Within one business day

Please include your order number in all enquiries so that we can identify your order and assist you efficiently.

Thank you for shopping with Arlo & Luna.