Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Orders are typically processed within 1–3 business days. Once shipped, delivery times vary depending on your location:
- United States: 5–10 business days
- Europe: 5–12 business days
- International: 7–15 business days
Please note that delivery times may vary due to customs processing, holidays, or unexpected delays. You will receive a tracking number once your order has been shipped.
Creating an account is quick and easy. Simply click on the “Sign Up” or “Create Account” button on our website and fill in your basic information, including your name, email address, and password.
Once registered, you’ll be able to:
- Track your orders
- Save your shipping details for faster checkout
- View your order history
- Receive exclusive offers and updates
You can also place an order as a guest without creating an account, if you prefer.
If you need to change your shipping address, please contact us as soon as possible after placing your order.
- Address changes can only be made before your order is shipped
- Once the order has been dispatched, we are unable to modify the shipping address
To request a change, please email us with your order number and the correct shipping details. We will do our best to update your information in time.
If the order has already been shipped, you may need to contact the shipping carrier directly.
Once your order has been shipped, you will receive a confirmation email that includes your tracking number and a tracking link.
You can use this link to monitor the status of your shipment in real time.
If you have created an account, you can also track your order by logging into your account and viewing your order history.
If you do not receive a tracking email or need assistance, please contact us with your order number, and we will be happy to help.
No, we do not store your credit card information on our servers.
All payments are processed securely through trusted third-party payment providers that use industry-standard encryption and security measures to protect your information.
Your payment details are handled directly by these providers and are never accessible to us. This ensures that your personal and financial information remains safe and secure at all times.
Sales tax is applied where required by law, based on your shipping address and local regulations.
The exact amount of tax (if applicable) will be calculated and displayed at checkout before you complete your purchase.
If you have any questions regarding taxes on your order, please feel free to contact us.
Yes, we offer worldwide shipping to most countries.
Shipping availability and delivery times may vary depending on your location. If your country is not listed at checkout, it means we currently do not ship there.
Please note that international orders may be subject to customs fees, import duties, or taxes, which are the responsibility of the customer.
If you are unsure whether we ship to your country, feel free to contact us and we will be happy to assist you.
We do our best to ship all items in a single package whenever possible. However, depending on product availability, warehouse locations, or order size, your items may be shipped separately.
If your order is split into multiple shipments, you will receive separate tracking numbers for each package so you can easily follow their delivery status.
If you need to swap an item
Returns and Exchanges
We accept returns within 30 days of delivery. To be eligible for a return, items must be unused, in their original condition, and in the original packaging.
To start a return, please contact us at support@lunaprimestore.com with your order number and reason for return. Once your request is approved, we will provide instructions on how to send the item back.
Please note:
- Customers are responsible for return shipping costs unless the item is defective or incorrect.
- Refunds are issued after we receive and inspect the returned item.
- Original shipping fees are non-refundable.
If you receive a damaged or wrong item, please contact us within 48 hours of delivery, and we will resolve the issue as quickly as possible.
Please contact us within 48 hours of delivery at support@lunaprimestore.com with your order number and a photo of the item you received.
Once we verify the issue, we will:
- Send you the correct item at no additional cost, or
- Offer a full refund or replacement, depending on your preference.
You will not be responsible for any return shipping costs in this case. We’ll make sure to resolve the issue as quickly as possible.
Please contact us within 48 hours of delivery at support@lunaprimestore.com and include your order number along with clear photos of the damaged item and packaging.
Once we review the issue, we will:
- Send a replacement at no additional cost, or
- Offer a full refund, depending on your preference.
You will not be responsible for any return shipping costs for damaged items. We’ll resolve this as quickly as possible for you.
Once your return request is approved, we will provide you with the return shipping address and detailed instructions via email.
Please do not send items back without authorization, as this may delay processing or result in your return not being accepted.
Make sure to securely package the item and include your order number inside the package to help us process your return quickly.
You can reach our customer support team anytime by emailing us at support@lunaprimestore.com. We aim to respond to all inquiries within 24–48 hours.
For faster assistance, please include your order number and a brief description of your issue in your message.
We’re here to help and will do our best to resolve your concerns as quickly as possible.
If you’ve entered an incorrect shipping address, please contact us as soon as possible at support@lunaprimestore.com with your order number and the correct address.
- If your order has not been shipped yet, we will update the address for you.
- If your order has already been shipped, we may not be able to make changes. In this case, you may need to contact the shipping carrier directly.
Please note that we are not responsible for orders delivered to an incorrect address provided by the customer, so we recommend double-checking your details before placing an order.
Yes, you can request a change or cancellation within a short time after placing your order. Please contact us as soon as possible at support@lunaprimestore.com with your order number and details of your request.
- If your order has not been processed or shipped, we will do our best to make the changes or cancel it.
- If your order has already been processed or shipped, we may not be able to modify or cancel it.
In that case, you can still request a return once you receive your order, in accordance with our Returns Policy.
At this time, we do not offer pre-orders for items that are sold out.
However, we recommend checking back regularly, as popular items are often restocked. You can also contact us at [your customer support email] to ask about availability or restock updates.