FAQ

Refund/Exchange

What is your refund policy?

Return/Exchange Policy: You have 30 days to decide if your LUNAs are the right fit. If you need to return your LUNAs for exchange or refund, be sure you are returning clean, only-worn-indoors-for-testing, like-new sandals. At our discretion, if the sandals show signs of wear preventing us from re-selling as new, we may charge a 20% restocking fee. Heavily used sandals will not be accepted. Call or email us anytime for help determining fit or sizing issues. We are here to help. All returns must be made at the customer’s shipping expense. When you send your sandals back to us, be sure to include a note stating your name, order number, and reason for return and we'll take care of your refund. On exchanges, just let us know which size you need, we'll take care of the rest.

Our return address:

LUNA Sandals
℅ Returns/Exchanges
817 5th Ave N
Seattle, WA 98109

 

LUNA is not responsible for items lost in transit.

How do I exchange my sandals for a different size/model?

The easiest and fastest way to exchange your sandals is to order a new pair online and sending your original sandals back to us with a note stating your name, order number, and request for a refund. Once we receive your sandals we'll process your refund and contact you to let you know we did so. This gets your new order into our system more quickly, which means you'll get your new sandals sooner!

My ATS laces are wearing out. How do I get new ATS laces?

The ATS laces have a general 90 day warranty. If the laces fail within 90 days, your sandals can be returned for a free (+ shipping) repair/replacement. Any ATS laces that break outside of the 90 day window can be purchased from the ATS Lace Replacement page. Attaching the ATS laces requires special tools and know how, so your sandals must be returned to us in order to get new ATS laces.

Sandal Info

I'm new to barefoot/minimalist running. Do you have any advice or tips?

Check out this link to Barefoot Ted's "Introduction to Barefoot Running" - it is short and sweet: click here

I run/walk/hike everywhere! What sandal model is best for multiple surfaces?

LUNA Mono and LUNA Venado sandals are great for a combo of trails and roads, urban and rural. They are super lightweight, mold quickly to your feet to become "one" with your foot. Super comfortable for casual wear, yet ready for real adventure at a moments notice. Add the tech strap to hold heel strap up when worn casual loose or to tighten up for more security.

Need more personal help choosing? Call us 855-586-2726 or email support@lunasandals.com

Should I get a Pittards leather footbed or the MGT rubber footbed?

The MGT footbed is non-slip rubber and is our best solution for non-slip in wet conditions. For a bit of extra comfort, foot molding ability, and odor/wetness absorption the Pittards of England goat leather specially tanned for outdoor use is the way to go.

How do the different laces compare?

Most people prefer our ATS (All Terrain Strapping) laces with an elasticized-leather heel strap, that is easy-slip-on-and-off-able with a comfortable, thin, tubular webbing between the toes. All of our traditional sandals have traditional lace options, which provide great customizability and some serious style, but do take some getting used to for those new to huaraches. For trails, our Oso/ATS laces come complete with tech straps and non-elasticized heel strap with padding. Most secure. 

What do you recommend for winter running in LUNAs?

Depends on how intense your winter is. If it's dry, some wool or poly blend toe (or tabi) socks can keep your feet comfortable down to well below freezing. If it's really cold, or cold and wet, try some tabi booties. You can also check out Polar Feet from Canada for some polar fleece solutions.

How long do the sandals last?

We expect all our sandals to last at least 500 miles. Variables like terrain, sandal model, and how you run/walk/move can affect the life of your LUNAs. Both the ATS laces and traditional laces can be replaced without having to buy a whole new pair of sandals. 

Are LUNA Sandals just for running?

While LUNAs have been used to run (and win!) many races, from 5k to ultra marathon, we like to think of them as more of an adventure sandals (#adventuresandals) -- footwear in which you can run, walk, hike, play and adventure your way through life.

Tips & Troubleshooting

I am having some pain where the traditional laces in between my toes. Help!

Check out this video on in-between-the-toe discomfort.

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 our Pittards of England goat leather 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!)

I'm having trouble adjusting my ATS laces. Any advice?

The ATS laces may require a few tweaks and adjustments over the course of your first few runs or walks. Don’t worry! Once you find the sweet spot, they feel like buttah.

Here’s how to adjust your ATS laces (best to do when they are off your foot):

  • Much like the straps on a backpack, the edge of the buckle can be lifted to loosen your laces while the loose end of the lace can be pulled to tighten.
  • The buckle can also be slid up and down the strap coming through the toe hole for extra comfort.
  • If the heel strap is not secure, remove slack from the heel by pulling extra lace through the the ankle holes. Tighten the buckle to remove the extra slack created by tightening the heel strap.

More of a visual learner? Check out our YouTube Channel for these tips in video form.

How do I tie my traditional laces?

There are an infinite number of ways to tie traditional laces (which include any laces that aren't ATS laces). Check out some of our favorite traditional lace tying methods on the LUNA YouTube Channel.

Sizing

How are LUNAs supposed to fit?

Follow our size chart to find our personal sizing recommendation based on the length of your feet. We generally prefer a close fit here at LUNA, but really there 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. Check out our Fan Photos on Facebook to see how other LUNA Monkeys prefer their fit.

Do LUNAs follow standard sizing?

Not always! Check out our size chart for precision sizing help and printable templates of each size.

I normally wear a size 10.5 and your sized chart suggests I get a size 9! What gives?

Because 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). This often leads to relatively smaller sizes. Print out templates from our size chart it's the only way to be 100% sure before ordering.

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.

None of your sizes fit me! Can I get a customized pair of LUNAs?

No problem. We have experience making "special" sandals for people just like you. Is your foot too narrow? Is your right foot significantly longer than your left? Are your toes longer or shorter than average? We can help. There are a few steps to getting a non-standard or custom LUNA made. Firstly, we need to determine if your feet will fit any of our standard sizes. If you've printed out our templates and found none fitting you, then a custom LUNA is the best option for you, contact us at support@lunasandals.com or call call us at 855-586-2726.

Where can I send my custom footprints?

If you have an order with a custom item in it you can email them to feet@lunasandals.com, fax them to 855-586-2726, or snail mail them to:

LUNA Sandals

817 5th Ave N

Seattle, WA 98109

Refund/Exchange

What is your refund policy?

Return/Exchange Policy: You have 30 days to decide if your LUNAs are the right fit. If you need to return your LUNAs for exchange or refund, be sure you are returning clean, only-worn-indoors-for-testing, like-new sandals. At our discretion, if the sandals show signs of wear preventing us from re-selling as new, we may charge a 20% restocking fee. Heavily used sandals will not be accepted. Call or email us anytime for help determining fit or sizing issues. We are here to help. All returns must be made at the customer’s shipping expense. When you send your sandals back to us, be sure to include a note stating your name, order number, and reason for return and we'll take care of your refund. On exchanges, just let us know which size you need, we'll take care of the rest.

Our return address:

LUNA Sandals 
℅ Returns/Exchanges 
817 5th Ave N 
Seattle, WA 98109

LUNA is not responsible for items lost in transit.

How do I exchange my sandals for a different size/model?

The easiest and fastest way to exchange your sandals is to order a new pair online and sending your original sandals back to us with a note stating your name, order number, and request for a refund. Once we receive your sandals we'll process your refund and contact you to let you know we did so. This gets your new order into our system more quickly, which means you'll get your new sandals sooner!

My ATS laces are wearing out. How do I get new ATS laces?

The ATS laces have a general 90 day warranty. If the laces fail within 90 days, your sandals can be returned for a free (+ shipping) repair/replacement. Any ATS laces that break outside of the 90 day window can be purchased from the ATS Lace Replacement page. Attaching the ATS laces requires special tools and know how, so your sandals must be returned to us in order to get new ATS laces.

Instructions

How to Make Your Custom Footprint

After you placed an order for custom LUNA Sandals, trace your feet using the instructions in the video below.

http://www.youtube.com/watch?v=qgHX6jE0ehA

Be sure to:

Mark your toe hole between your first and second toes. Put this mark as far back as possible against the webbing in the space between your toes.

 

  • Mark straight down from the center of your ankle bones.
  • Include an 8 inch or 20 cm marked line in the middle of your footprint so we can scale the tracing properly.
  • Mark each inch or cm along the line and please be accurate with your marks.
  • It is best to draw this line with a fine (but dark) pen or a pencil so we can more accurately scale the tracing.

 

Also be sure to write inside of the footprint:

 

  • Order number
  • Name used on the order and name of person whose foot it is (if they are different)
  • The date your order was placed

 

Scan the paper tracing. DO NOT take a picture of your tracing -- photos skew the footprint, leading to inaccurately made sandals.

You may also send your feet tracings by:

Fax: 855-586-2726

Email: support@lunasandals.com (preferably as a PDF)

Mail: LUNA Sandals 817 5th Ave N Seattle, WA 98109

Shipping

Do you ship internationally? How much does it cost?

Yes, we ship all over the world for a flat rate of $23.95.

I’m an international customer. Will I get charged import fees/customs for receiving a package from LUNA Sandals?

CUSTOMER RESPONSIBLE FOR CUSTOM DUTIES, TAXES, FEES International orders (orders outside the U.S.) may be subject to import fees, taxes, and customs duties charged by the receiving country. We make sure that we give accurate information about the content of the package which usually helps customs to process the order in a quick and efficient way. As we have no control over customs charges and can't predict the amount charged or which countries will impose these fees, the recipient is responsible for all customs clearance requirements. Contact your local customs office for more info. Packages going through customs can cause delays of up to 4 to 6 weeks beyond original delivery estimates.

How long will it take to get my sandals once I place an order?

Our domestic (US only) shipping options: Orders > $20: Free Shipping: Delivery Time: 6-10 business days $5.95 Expedited Shipping: Delivery Time: 3-7 business days

I need my sandals soon! Can I have my order rushed?

We try our best to accommodate rush orders on an individual basis. Contact us at support@lunasandals.com or 855-586-2726 and we’ll do our best to get your order out ASAP.

Do you ship to PO Boxes and/or military APO/FPO addresses?

Yup! Enter your address info at checkout and we'll take care of the rest.

Can I track my order once it’s shipped?

If you’re in the US, we’ll send you a shipping confirmation email with a tracking link once your order is shipped. International packages will also have tracking info, but only until they leave the US.

I need to change my order (shipping address, sandal model, etc). Help!

Any informational changes can be made as long as your sandals haven’t shipped out yet. However, if you need to change the actual product you ordered, please send your request within 24 hours. After a day, we've probably already started the process of handcrafting your new LUNA Sandals!