Frequently Asked Questions
- ◄HELP! I CAN'T FIND THE ANSWER TO MY QUESTION HERE!
- No worries! Contact us at 855-586-2726 or email@example.com and we can help you with any questions you have! We are also available for chat during business hours!
- ◄HOW ARE LUNAS SUPPOSED TO FIT?
- LUNAs do not always follow standard sizing. Check out our sizing page to help find the best size for you! You can print sizing templates to compare and find the most ideal fit. Feel free to send photos to firstname.lastname@example.org if you would like some help figuring out the best size.
We generally suggest a close fit here at LUNA, but there really is no "right" size. Sizing is mostly a matter of preference; some people prefer a toes over edge fit, others prefer a little more wiggle room.
- ◄I NORMALLY WEAR A SIZE 10.5 AND YOUR SIZE CHART SUGGESTS I GET A SIZE 9.5! WHAT GIVES?
- Since LUNAs are open air sandals, your feet can cover much more of the sandal’s surface without bumping into any upper material (i.e. the parts of a shoe that cover the toes, the top of the foot, etc), which often leads to relatively smaller sizes. Check out our sizing templates before placing your order.
- ◄DO YOU CARRY WOMEN'S SIZES?
- Our sandals are unisex. A men’s size 6 is a women’s 8, a men’s 6.5 is a women’s 8.5, and so on.
- ◄WHAT IS YOUR RETURN/EXCHANGE POLICY?
- You have 90 days to decide if your LUNAs are right for you. If you need to return your LUNAs for an exchange or refund, be sure you are returning clean, only-worn-indoors-for-testing, like-new sandals. Visit our Returns/Exchanges page to learn more.
- ◄WHEN WILL I RECEIVE MY REFUND FOR MY RETURN/EXCHANGE?
- Refunds will be issued to your account within 2-5 business days of receipt (not including transit time for the item to arrive at LUNA). Credits may take up to 5 business days to post on your account.
Visit our Returns/Exchanges page to learn more
- ◄DO I HAVE TO PAY FOR SHIPPING ON MY RETURN/EXCHANGE?
- All EXCHANGES within the U.S. are free. Shipping for all RETURNS in the U.S will cost $5.95 and will be deducted from your refund when using the shipping label provided.
For all international returns/exchanges and more information, Visit our Returns/Exchanges page
- ◄HOW MUCH WILL SHIPPING COST? HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
- Shipping cost and time will vary depending on your location and the service you select. Please visit our Shipping Page for more info.
- ◄DO YOU SHIP INTERNATIONALLY?
- Yes! We ship almost anywhere! Before placing your order, check out our store locator for stores/retailers in your area to avoid extra charges related to international shipping.
Please visit our Shipping Page for more info.
- ◄HOW DO I TRACK MY ORDER?
- You will receive a shipping confirmation email with tracking information when you order ships. Please note: tracking might not be available for up to 24 hours.
- ◄CAN I CHANGE OR CANCEL MY ORDER?
- Contact email@example.com as soon as possible! We typically start working on your order within 24 hours, but will do our best to update your order if possible.
- ◄HOW LONG WILL MY ORDER TAKE TO PROCESS?
- Please allow 1-3 business days to process and ship your order. Shipping times vary depending on selected service and location. Please visit our Shipping Page for more info.
- ◄HOW DO I ADJUST THE LACES ON MY LUNAS?
- Check out our Lace Adjustment Video and Instructions
All of our laces may require a few tweaks and adjustments over the course of your first few runs/walks to get a comfortable fit. Be sure that you adjust your laces when your LUNAs are off your feet! Remember, you can slide the buckle and heel pad along your laces.
- ◄HOW LONG DO LUNAS LAST?
- While many people put thousands of miles on their LUNA’s, the lifetime can vary from person to person, depending on factors such as model, intended use, gait, weight, terrain, running form and climate. Generally, thicker and heavier LUNAs will last longer than thinner and lighter models.
- ◄ARE LUNA SANDALS JUST FOR RUNNING?
- While LUNA's have been used to run (and win!) many races, from 5k's to ultra marathons, we like to think of them as more of an adventure sandal (#adventuresandals) -- footwear in which you can run, walk, hike, play and adventure your way through life.
- ◄MY LACES ARE WEARING OUT, HOW DO I GET NEW LACES?
- Any Performance and 5/8” Leather/Buffalo laces can be ordered from our Lace Replacement Page. Attaching the Performance and 5/8” Leather/Buffalo laces require special tools and know how, so your sandals must be returned to us in order to get new laces.
- ◄HOW DO I CLEAN MY LUNAS?
- Any sandals with MGT (Monkey Grip Technology) footbeds can be washed by hand with soap and warm water. Anti-Odor sprays can also be found online or at your local fabric store. Rank Away™ Odor Eliminator works pretty darn well. Another unique way of cleaning MGT is using a couple "denture cleaning" tablets in a plastic bag filled with water.
Sandals with a leather footbed specially tanned for outdoor use are fairly water resistant, but we don't recommend washing with soap and water. Instead, try a damp cloth or leather cleaner. Check your local leather or fabric store for other leather cleaning solutions.
Things NOT to do with your sandals: leave them in a hot car; leave them in the sun for extended periods of time; put them in the washing machine; wash them with bleach; leave your dog alone with them (mutts love laces!)
- ◄HOW DO I USE MY GIFT CARD OR DISCOUNT CODE?
- You can enter your gift card code or discount code at checkout!
- ◄I FORGOT TO APPLY MY DISCOUNT CODE TO MY ORDER, CAN I ADD IT AFTER I'VE ALREADY PAID?
- No problem! Email firstname.lastname@example.org with your code and we can apply the discount code to your order and refund your order.
- ◄WHAT IS YOUR MOONROCK GUARANTEE?
- We stand by all products we offer at LUNA. Check out our Moonrock Guarantee for more info.
- ◄WHERE CAN I TRY ON LUNAS BEFORE I BUY THEM?
- Check out our Store Locator to find a retailer near you.
- ◄HOW DO I CREATE AN ACCOUNT?
- We recommend creating an account to save your information. You can create an account by selecting the “Login” button on the top right corner of lunasandals.com and selecting “Sign Up.” You can also visit our Create Account page.
Customers who create an account are automatically enrolled in our Monkey Rewards Program. You can read more by selecting the “Monkey Rewards” widget on the bottom left corner of lunasandals.com
- ◄WHAT ARE MONKEY REWARDS?
- Check out our Monkey Rewards Info Page
- Customers with an account are automatically enrolled in our Monkey Rewards Program. For every $1 spent, you will receive 10 Monkey Points. Once you have earned 3,000 Monkey Points you can redeem them for a $50 discount or 5,000 points for $100 discount.