Frequently asked questions.
🛍️ Orders & Payments
Q: How do I place an order?
A: Simply browse our store, choose the items you love, add them to your cart, and proceed to checkout. Once your order is complete, you’ll receive a confirmation email with your order details.
Q: What payment methods do you accept?
A: We accept major credit and debit cards (Visa, MasterCard, American Express), PayPal, and other secure payment options depending on your region.
Q: Can I change or cancel my order after it’s been placed?
A: We begin processing orders as soon as possible to ensure fast delivery. If you need to make changes or cancel your order, please contact us within 12 hours of placing it. After this time, we may not be able to modify or cancel it.
🚚 Shipping & Delivery
Q: How long does shipping take?
A:
- United Kingdom: 7–14 business days
- International: 14–31 business days
Q: How much is shipping?
A: Shipping rates are calculated at checkout based on your location. From time to time, we offer free shipping promotions — sign up for our newsletter to stay updated!
Q: Do you ship internationally?
A: Yes, we ship worldwide! Please note that international customers are responsible for any customs fees or import duties charged by their country.
Q: How do I track my order?
A: Tracking information will be uploaded as soon as possible once your order is shipped. You can check your order status anytime on our Track Your Order page using your order number and email address.
Q: My tracking number isn’t working — what should I do?
A: It may take 2–5 business days for tracking information to update after shipment. If it still doesn’t appear, please contact our support team for assistance.
🔄 Returns & Exchanges
Q: What is your return policy?
A: We accept returns within 30 days after delivery. Items must be unused, unworn, and in their original packaging.
Q: How do I start a return?
A: To initiate a return, please contact our support team with your order number and reason for return. We’ll guide you through the process.
Q: Do you offer exchanges?
A: Yes! If you’d like to exchange an item for another size, colour, or style, please reach out within 30 days of receiving your order.
Q: When will I receive my refund?
A: Refunds are processed within 5–10 business days after we receive your returned item.
💬 Support & Account
Q: Do I need an account to order?
A: No, you can checkout as a guest. However, creating an account lets you easily view your order history and save your shipping details for faster checkout in the future.
Q: How can I contact customer service?
A: You can reach us via our Contact Us page or email us at support@lunari.com. Our team typically responds within 24–48 hours.
Q: I didn’t receive a confirmation email — what should I do?
A: Please check your spam or junk folder first. If you still can’t find it, contact us and we’ll resend your order confirmation.
🌙products & policies
Q: Are Lunari products ethically made?
A: Yes! We take pride in ensuring our products are responsibly sourced and produced with care and quality.
Q: How can I take care of my Lunari products?
A: Care instructions are included on each product page and in your packaging. Please follow them carefully to maintain the quality and longevity of your items.
Q: Do you offer gift cards?
A: Yes! Lunari digital gift cards are available and make the perfect gift. You can purchase them directly from our Gift Cards page.
Still need help?
Our friendly support team is here for you — just reach out via support@lunari.com or our Contact Us page, and we’ll get back to you as soon as possible.
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