Frequently Asked Questions (FAQ)
Orders
Q: How can I place an order?
A: Simply browse our collections, add items to your cart, and proceed to checkout, fill in your payment details, and confirm your order.
Q: Can I modify or cancel my order?
A: Orders can be modified or canceled within 1 hour of placement. Contact our customer service team immediately for assistance. Customer@lunia.me
Q: How will I know if my order is successful?
A: You will receive a confirmation email with your order details.
Shipping
Q: Where do you ship?
A: Lunia ships worldwide. Delivery times and costs vary based on your location.
Q: How long does shipping take?
A: Domestic Delivery Services (UAE)
- Standard Delivery: Estimated Delivery within 2-5 business days.
- Express Delivery: Delivery within 2-3 business days.
A: International Shipping
- Standard Shipping: Delivery within 7-14 business days, depending on destination.
- Express Shipping: Delivery within 4-7 business days.
Q: How can I track my order?
A: Once your order is shipped, a tracking number will be emailed to you for real-time tracking. You can track your shipment through our website or the carrier’s tracking page.
Q: What are the shipping fees?
A: Shipping fees are calculated at checkout based on your location and the weight of your order. For international shipments, customs duties and taxes may apply and are the customer’s responsibility.
Returns and Exchanges
Q: What is your return policy?
A: Items can be returned, provided they are in their original condition, unworn, with tags attached, and in the original packaging.
Q: How do I initiate a return or exchange?
A: Contact our customer service team at Customer@lunia.me with your order number and reason for the return. Our team will guide you through the process.
Q: Are there any items that cannot be returned?
A: Customized or personalized items, gift cards, and items marked as "final sale" are non-returnable.
Q: Will I be refunded for the shipping cost?
A: Shipping fees are non-refundable unless the return is due to an error on our part.
Products
Q: How do I choose the right size?
A: Each product page includes a detailed sizing chart. If you're unsure, please contact us at Customer@lunia.me for guidance.
Q: Are your products eco-friendly?
A: We are committed to sustainable practices, using ethically sourced materials and eco-friendly packaging wherever possible.
Q: Do you offer gift-wrapping services?
A: Yes, we offer premium gift-wrapping services. You can select this option at checkout.
Q: Will the color of the item exactly match the pictures?
A: While we strive to ensure our images accurately represent the product, slight color variations may occur due to differences in lighting or screen display settings.
Payments
Q: What payment methods do you accept?
A: We accept major credit and debit cards and PayPal
All payments are processed securely.
Q: Can I pay in installments?
A: At this time, we do not offer installment payment options. However, we're exploring options to introduce this in the future.
Q: Is my payment information secure?
A: Yes, all transactions are encrypted and processed through secure payment gateways to protect your information.
Account and Support
Q: Do I need an account to place an order?
A: No, you can check out as a guest. However, creating an account allows you to track your orders, save your preferences, and enjoy faster checkout in the future.
Q: How can I contact customer support?
A: You can reach us via email at Customer@lunia.me, by phone, or through our contact form on the website.
Our team is available Monday to Friday, 9 AM – 6 PM GST].
Q: How do I subscribe to your newsletter?
A: You can subscribe to our newsletter at the bottom of any page on our website. Be the first to know about new arrivals, exclusive offers, and more.
If you have additional questions or need further clarification, our support team is here to assist. Contact us via Customer@lunia.me.