Lunelondon Reviews 579

Arrived 20 days after ordering despite their website delivery dates. Item is poorly made abd terrible material. Customer service is poor - presume chat bot. DO NOT USE THIS COMPANY!

Ordering was easy and the items were delivered on time. The quality was not as expected so I followed the return policy, I paid £33 to return 2 blazers. Not ideal to pay this amount but I did get my full refund and immediate responses from customer services. So I’m only giving 2 stars due to the cost of returning the blazers.

I am deeply disappointed with my recent experience with this company. I ordered a pair of loafers for my daughter, under the impression that this was a London-based business because I needed the items urgently.The order arrived much later than expected. The packaging was shockingly poor—the shoes came wrapped only in a cheap plastic bag, looking worse than a standard secondhand purchase from eBay or Vinted. Furthermore, the shoes size is not same of size We usually get here in England and the quality is cheap .When I contacted customer service to return them, I was shocked by their predatory returns policy. Despite advertising as a local brand, they expect me to pay out-of-pocket to ship the items back to Canada. They refuse to provide a prepaid return label. Instead, they offered me only a 67% partial refund, or a store voucher.
This company uses highly misleading marketing and offers unacceptable customer service.
Be aware shop online, remember to check if there is an address of company or warehouse before you purchase.

They pretend to be in London, uk email address, opening times in GMT, cost to return items is extortionate to CANADA!
Refusing to give refund! Absolutely awful items, colour of jacket nothing like expecting/ advertised on website, quality very poor. One bit of advice . . . DO NOT waste your money

Absolutely nothing like the picture. Ordered what looked like a quality prom dress, received cheap temu tat, different colour, different material, incorrect size and label cut out so I can't prove they've sent the wrong size. Will only refund if I return to Canada at my own cost

Very disappointing customer service.

I purchased a bikini online and opened the packaging only to check the size. The item was never worn, washed, or used and remained in perfect condition. Unfortunately, the size was not suitable, but I was refused a return, exchange, or even store credit simply because the outer packaging had been opened.

I understand hygiene policies, but the complete lack of flexibility or goodwill for an unworn item was frustrating. I felt like a valued customer until there was a problem.

I would advise others to read the returns policy very carefully before purchasing. Unfortunately, I will not be shopping with this company again.

Look for 'Lune London' and you will see all the really reveiws, link to Lune here is where I ordered from. Do not use! The 5 star reveiws here are misleading.

Cheap chinese junk. Tried to return the coat that bore no resemblance to the advert but they basically refused. Their 30 day return guarantee not worth the paper its written on.
Having to claim through credit card
Avoid at all costs

AVOID AVOID AVOID!!!!

THE QUALITY OF MATERIAL AND PRODUCT IS RIDICULOUS TO SAY THE LEAST.

THE STYLE IS TOTALLY NOT WHAT IS SHOWN OR ADVERTISED.

THE PRICES IS A SCAM TO MAKE YOU THINK IT MUST BE GOOD QUALITY IF ITS THIS EXPENSIVE.

EVEN CLOTHES FROM ALI EXPRESS ARE WAY BETTER IN QUALITY WITH A LOT LESS PRICE.

I’m really happy with the resolution process handled by Emilia and the favourable outcome. Her replies were prompt and very clear, totally hassle free. I will definitely shop again on the Lune London website. Thank you.

AWFUL cheap Chinese company, masquerading as a mid-high end British boutique store, avoid at all cost and spend your money elsewhere!
We fell for the flashy website and London branding suggesting this is a British store, ordering a pair of boots. Soon afterwards we received an order update stating the order would take 2-3 weeks to deliver, giving us our first clue something wasn't right. This was followed by a further email requesting a review on a 3rd party website that I'd not heard of before, offering a discount voucher if we did so.
After a 3 week wait the boots arrived and it was immediately clear they were very poor quality Chinese junk that you'd expect to pay no more than £15 for from Temu / AliExpress, not the £50-100 they're advertised from on Lune's website (the price varied day by day, often doubling!).
Worse than the very poor quality, they we 2 sizes smaller than ordered. The soles of the boots were stamped with the actual size, but a little sticky label stuck on the boot showed the size we ordered.
With the boots being too small, we immediately contacted Lune who were unable to confirm whether they actually had the correct size in stock, instead they wanted to brush the matter under the carpet and were only interested in offering a discount on another purchase! Given the obviously poor quality and the realisation this is a Chinese company masquerading as a British company and using that perception to over-charge for poor quality goods, we declined and insisted they either provide the correct size, or a full refund.
Lune refused both courses of action and continued to insist that we take discounts on further purchases. We declined and reminded Lune of our consumer rights, which they continued to ignore. After more than a dozen emails back & forth, Lune agreed to a refund, but only after we sent the boots to a random Canadian address, at our cost. I stated the Consumer Rights Act's position that following a breech of contract on the part of the seller that they are responsible for the cost of all returns, however, Lune continued to ignore their legal obligation and refused any refund unless we paid ourselves to send the boots to Canada. After many more emails, they said we could send the boots to a German address, again at our cost.
After repeatedly reminding Lune of their legal obligations, it because clear they had no intent to provide a refund and our only recourse would be via our credit card provider.
After raising a case with AMEX and providing all evidence with the dozens of emails, clearly shoddy quality goods and working practices of Lune, we were refunded by AMEX themselves.
The formal AMEX case made Lune try to pacify us with more discount offers, providing we instructed AMEX to close the case. We declined and were very happy to receive our refund from AMEX.
We will be very careful about buying from new websites in the future and strongly recommend no one purchase from Lune. Save you money and shop with Shien instead - you'll be buying the same quality goods at their appropriate price, but form a company that will give no quibble refunds / exchanges, adhering to UK consumer laws. In our view, Lune is a honey-trap of a web store, pretending to be something they're not, merely out to profiteer from western buyers, but with the usual poor ethics associated with many unscrupulous Chinese companies.

⭐ 1 Star

I would not recommend buying from this company.

I purchased two cargo pants from Lune London, but I was disappointed with the quality and requested a refund. They offered me two options: a partial refund of 10% plus a £40 discount on a future order, or to return the items for a full refund. I declined the partial refund offer and chose to return the pants for a full refund.

However, after agreeing to the return, I was told that I would have to pay the return postage myself and send the items to a warehouse in Canada. This was very surprising because my order was delivered with a UK return address listed as:

Unit 4 Mercury Centre, Feltham, TW14 0RN, United Kingdom.

The company markets itself as "Lune London," which gives the impression that it is a UK-based brand, but customers may be required to return products overseas at their own expense.

The return address they provided for my refund was:

Warehouse Dock 51, 400 Parkhurst Square #1, Brampton, ON L6T 5H5, Canada.

In my experience, this is misleading and makes returns unnecessarily difficult and expensive. Customers should be aware of the return process and potential international return costs before purchasing.

Very disappointing experience.

Their website is misleading. It says Lune London, and then shows a picture of a physical shop with a London bus going by, as if they are on Oxford street, but when you look up their store locations, you find that they have no stores and are not even based in Britain! Would not ever shop with a company that misleads customers.

Scam company - product is nothing like it looked on their webpage and other have said, returns only via Canada at exuberant cost. AVOID AVOID AVOID

Appalling
The quality of the material was appalling and the fit was terrible. Even though the company is called Lune London, their returns have to go to Canada. I would have to pay £25 to return their shoddy product and pay for the track and trace postage. Do not buy from this scam company!

I’m I cannot imagine how these previous reviews can be true. Everything about this company is awful. Very slow delivery. Terrible quality of product. And effectively one cannot get money back and return items. The returns process involves sending the product to CANADA at a higher cost than the value of the item. And who knows if or when you get your money back. DO NOT BE CONNED
Copy of Lunelondon’s response
“You can return the item to our warehouse for a full refund of the purchase price. Please note that as an international company, our returns are processed at our central facility in Canada. In accordance with our policy, return shipping costs are the responsibility of the customer. While I understand this is not ideal, it is the fastest way to receive a full refund without further review.”

They mislead customers into believing that they are UK traders when their Wearhouse is in Canada. What you are dealing with is a common online retail tactic. These companies buy up .co.uk web domains and put "London" in their name specifically to trick shoppers into thinking they are buying from a local British business. In reality, they are usually drop-shipping operations based overseas (often routed through logistics hubs in central Europe, Asia, or the UAE), and they hide their overseas return addresses deep in the small print.
I purchased shoes and other items, the size didn't match and the quality was far from the advertised one, therefore I requested to return the items. They asked me to ship them at my own personal cost from the UK to CANADA. Unbelievable!

THIS COMPANY IS A SCAM WITH FAKE REVIEWS

Dreadful service.
1st item was apparently despatched but not delivered as courier said was damaged but there had been no tracking details at this point.
Shoes eventually arrived, not very well packed.
I could tell they were at least 2 sizes too small just by looking at them.
They said they couldn't see the problem so offered a small refund and I could keep them. What use would they be or return at my expense to Canada for a full refund.
Avoid this company at all costs!

Beware of this company.
We were horrified when my husband recieved his brown corduroy jacket. It looked nothing like the photograph and the fabric was of extremely poor quality.
Flimsy and a terrible shape - it looks like an old rag.
He parcelled it up to return and found out that it was going to cost £27.50 postage to return it to - Canada?? Outrageous!