Frequently Asked Questions

At Luna Secret, we want every moment of your private pleasure to be worry-free. All toys come with a 12-month warranty against manufacturers’ faults, while our lingerie and footwear are protected for 60 days from purchase. If anything is found defective, simply provide proof of purchase, and we’ll take care of the rest—repairing, replacing, or refunding your item.

Our Intimacy Concierge are always ready via email service@lunasecret.com.au, or call 08-7083-8358, so you can focus on enjoying your private moments and the joy of intimacy, uninterrupted.

We understand that preferences can change. While adult toys are intimate and cannot be returned for change-of-mind. We can do offer change-of-mind returns for other items, such as lingerie, within 14 days from the date of purchase or delivery for online orders.

Conditions for Change-of-Mind Returns
To ensure a smooth return process, change-of-mind returns are accepted only when all of the following conditions are met:

• Lingerie – Must be unworn, unsoiled, with tags or outer packaging intact, and in a condition suitable for resale.
• Non-sex toys – Must be undamaged, with original packaging in “as new” condition, and manufacturer seals intact.

A valid proof of purchase is required.

Options for Eligible Returns
If your return meets the above criteria and you provide proof of purchase, you may choose one of the following:

1. Exchange for another product of equal or higher value (additional cost applies for higher value items).
2. Store points of equivalent value.

Please note: Refunds are not issued. Change-of-mind returns are limited to once per customer; secondary returns for change of mind will not be accepted.

Here are some thoughtful steps you can try to ensure your toy is ready to deliver the pleasure you deserve:

For Rechargeable Toys

• Make sure your toy is fully charged. Some toys may arrive partially charged, so it’s always worth giving a new toy a full charge before your first use.
• Check that the toy is charging correctly—the power light should flash when connected. A steady light usually means it’s fully charged.
• Ensure the power source is switched on; it’s easy to forget, and we’ve all been there!
• Try different power outlets, as power can vary from one socket to another.
• Press and hold the power button long enough to turn it on—typically 3–5 seconds.
• If your toy has a travel lock feature, make sure it’s turned off. Consult the instruction manual to enable or disable this feature.

For Battery-Operated Toys

• Luna Secret provides new batteries with all toy purchases so you can begin your private indulgence immediately. Insert them carefully and ensure the cap is closed securely, especially for waterproof toys. If your toy has been in use for some time, try replacing the batteries with a fresh set.
• Confirm that you are using the correct batteries and that they are inserted in the right direction.
• Check that the battery contacts are aligned and the springs aren’t overly compressed. Some manufacturers include a small material insert to prevent batteries from draining in the box—be sure to remove it.
• Ensure the battery contacts are clean and free from corrosion (which may appear as a green residue).

If you’ve followed the checklist above and your Luna Secret item still isn’t performing as it should, don’t worry—we’ll take care of it. Simply reach out to Luna, your Intimacy Concierge, via phone 08-70838358, or email at service@lunasecret.com.au, and include the following information:

• Proof of purchase
• Order number (if purchased online)
• Your full name
• Contact details, such as email and phone number
• The item in question and the issue you’re experiencing

We’ll carefully assess your item and let you know the outcome. If it is found to be defective, Luna Secret will repair, replace, or refund your purchase in full(store points of equivalent value), once proof of purchase is provided.

After contacting us, we’ll provide you with a prepaid return label, covering all shipping costs, so you can send your item back to us for inspection at no cost. Please return the item with all attachments and chargers neatly packed, ideally in the original box if available. Simply print the return label, attach it to the package, and drop it at your nearest Post Office or red Post Box—we’ll handle the rest, allowing you to focus on enjoying your private moments with peace of mind.

At Luna Secret, we take great care in handling your private orders. However, once an item has been handed over to a third-party delivery service, we cannot be held responsible for unclaimed, damaged, or stolen goods.

For our 2-hour delivery service, claims for lost or stolen items must be submitted within 10 days from the date of purchase. Please contact Luna, your Intimacy Concierge, promptly if your delivery hasn’t arrived as expected, so we can assist you discreetly and ensure your private pleasures are uninterrupted.