FAQ

Last updated 04/03/2024

PROCESSING TIME

Our current processing time is 14-16 business days, following your order. Please note that we always try to ship your order as soon as possible. Note, larger and custom orders are subject to an additional 2-5 business day processing time. Once a product is shipped, you can expect your package within 3-5 days for domestic shipping. International shipping times can vary depending on shipping method chosen at checkout, please see details below. Please refer to tracking sent to you via email, and reach out to the customer service teams of your respective shipping method if delays occur. We cannot control the nature by which our shipping services provide if delays or unexpected means occur.

*PLEASE WHEN ORDERING, ENSURE CONDITIONS OF SHIPMENT AND ORDER FULFILLMENT ARE UNDERSTOOD (i.e. pre-order conditions vs. launch date conditions). 

SHIPPING

We are happy to offer both domestic and international shipping methods. For domestic orders, our service providers include USPS first class mail. International orders are fulfilled via USPS First Class Mail International and UPS Worldwide. Note, LUNAA is not responsible for paying fees, surcharges, or customs when shipping internationally. Any additional shipping charges will be at the expense of the customer, LUNAA will not be responsible for paying for additional shipping charges or re-processing shipping charges when an item is exchanged.

REFUND POLICY

At this time, we do not accept returns or order cancelations. Due to the nature of our products, products may vary slightly, however we maintain the upmost attention to ensure accurate sizing and top quality products. If you are unhappy with the quality or condition of your product, we will gladly exchange your product (equal or lesser value), if unused. All home products, digital products, jewelry, stationary items, and fragrances are not refundable at this time. All sales are final, no exceptions. Please note, the universe delivers. Ensure when checking out, your most recent address is provided. We are not responsible for lost or stolen packages. 

DISCOUNT CODES

Promo codes are available via our brand ambassadors, however use it limited to specific collections. At this time, promo codes cannot be applied to orders of home items, candles, fragrances, stationary items, and vinyl additions when customizing your items. Due to legal and shop regulations, promo codes are not stackable. Promo code usage is redeemable for orders that qualify for free shipping, exclusions may apply.

QUESTIONS?

If you have questions regarding our policies, or look to seek assistance with your order, please reach out to our customer service team at shoplunaa@outlook.com. Please allow 2-3 business days for a response. Thank you for your understanding and patience. Please do not send messages on Instagram, email only.