FAQ – Lunella US

Orders

1. How do I place an order?

Browse our collections, choose your favorite products, add them to your cart, and complete your purchase at checkout.

2. Can I modify or cancel my order?

Please contact us as soon as possible if you need to modify or cancel an order. Changes may not be possible once an order has been processed or shipped.

3. How do I know if my order was successful?

You will receive an order confirmation email after your purchase. Please check your spam or junk folder if you cannot find it.

4. I entered the wrong shipping address. What should I do?

Contact us immediately with your order number and the correct address. We will do our best to help before your order ships.

Payment

5. What payment methods do you accept?

Available payment methods are displayed at checkout.

6. Is shopping at Lunella US secure?

We use the payment processing options available through our online store to help protect your payment information.

7. Why was my payment declined?

Please verify your payment details and billing address, or contact your bank or payment provider for assistance. You may also try another available payment method.

Shipping and Delivery

8. Do you offer free shipping?

Please check our Shipping Policy and the information displayed at checkout for current shipping costs and offers.

9. How long does shipping take?

Delivery times depend on the destination and order processing. Please refer to our Shipping Policy for additional details.

10. Do you ship internationally?

Shipping availability depends on your location. Enter your shipping address at checkout to see the available options.

11. How can I track my order?

Once your order ships, you will receive an email with tracking information, when available.

12. My tracking information has not updated. What should I do?

Tracking updates may take some time to appear. If your tracking information remains unchanged for an extended period, please contact us for assistance.

13. What should I do if my package is lost or delayed?

If your package has not arrived within the estimated delivery timeframe, contact our customer service team so we can help investigate.

Returns and Refunds

14. What is your return policy?

Please review our Return and Refund Policy for eligibility requirements, deadlines, and return instructions.

15. How do I request a return?

Contact our customer service team with your order number and reason for the return. We will provide the applicable instructions.

16. How long does a refund take?

Refunds are processed according to our Return and Refund Policy. Your bank or payment provider may require additional time to post the funds.

17. Can I exchange an item?

Please contact us to discuss your request. Exchanges are subject to our Return and Refund Policy.

18. What if I receive a damaged or incorrect item?

Contact us as soon as possible with your order number and photos of the item, if applicable, so we can review the issue and assist you.

Products

19. How do I choose the correct size?

Check the size chart and product description on the product page before ordering. If you need help, please contact our customer service team.

20. Will the product look exactly like the photos?

We strive to display our products accurately. However, colors and appearance may vary slightly depending on your screen and device settings.

21. Are all products always in stock?

Product availability may change. The availability shown on the product page is the best place to check before placing your order.

Customer Support

22. How can I contact Lunella US?

Please visit our Contact Us page for our official customer service contact information.

23. Where can I find your store policies?

You can find more information on our Shipping Policy, Return and Refund Policy, Privacy Policy, and Terms of Service pages.

Still have questions?

We're here to help! Contact our customer service team, and we'll do our best to assist you.

Lunella US — Discover. Choose. Receive.