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FAQ

  • WHEN WILL YOU SHIP MY ITEM(S)?
  1. Most orders leave the warehouse within 3-7 business days after receipt of payment. Please allow up to 7 days for order processing and shipment.
  2. You will then receive notification of both processing and shipment. In many instances, we are shipping from our warehouses in China, please expect 10-40 days to receive your order depending on delivery destination and other circumstances.

Orders may be canceled if they have not been processed and shipped. After they have been processed they may not be canceled.

Please make sure to provide the correct shipping address.

MyLunaShop online store can not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.

In some cases, international shipments will require import/customs taxes be paid. These will be the responsibility of the buyer under ALL CIRCUMSTANCES.

MyLunaShop will not be held responsible for customs taxes.

 

  • WHEN WILL MY ITEM(S) ARRIVE?

Most items should be received within 10-40 business days, except international deliveries which vary by country. For other specialty and promotional items, please allow up to 6-8 weeks delivery time as they may be MADE TO ORDER items.  

If your item(s) have not arrived within 60 days of the date of the original purchase, Contact us at support@mylunashop.com

 

  • WHAT IS REFUND AND EXCHANGE POLICY?

If you received an item that is damaged or faulty we will happily replace the item at no additional cost to you. Please contact us within 48 hours after you receive it. We ask that you take pictures of any product that arrives damaged or defective.

We are committed to our customers and want you to be happy. We stand by our product and offer a 100% 14-Day customer satisfaction guarantee. If for any reason you are not satisfied with our products. Just send it back to us in the first 14 days and receive a full refund.

To be eligible for a return/refund, your item must be unworn, unwashed, unused or otherwise in the same condition that you received it. It must also be in the original packaging.  

Additional non-returnable items:

  1. Downloadable software products
  2. Gift cards
  3. Wearable items are not eligible for returns
  4. Sale items
  5. Health and personal care items
  6. Personal protective equipment

Only in the event clothing are damaged upon arrival will we replace the item at no additional charge.

We do not provide pre-paid shipping packages to send products back to us. You must send back unwanted product at your own expense.

Note:

MyLunaShop will not be held liable to any lost or misroute parcels. Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.

 

  • HOW CAN I CANCEL MY ORDER?

You may request a cancellation within 24 hours of purchase. Otherwise you will not receive refund as we have already started the shipping process. Please be sure to thoroughly read shipping and handling policy.

  • DO YOU SHIP INTERNATIONALLY?

We ship orders around the globe!

 

  • HOW DO I TRACK MY PACKAGE?

You can check on the status of your order at any time by inputting your tracking number here: https://t.17track.net/en

You can also reach out to our customer support desk at support@mylunashop.com to ask questions anytime.  

Feel free to email us to check on your order status. We're happy to help.

     

    • WHAT IF MY TRACKING NUMBER DOES NOT WORK?

    Once we send your tracking number to your email, you must wait for 3 to 10 business days to update your tracking. That does not mean that your order is stopped. It is only a lack of updating on the part of shipping service, but your order is in transit

    • I ORDERED 2+ ITEMS, BUT ONLY RECEIVE ONE... WHERE IS MY ORDER?

    When you order multiple items at a time, they may be shipped separately as to keep the total perceived value of the order low, thus avoiding any extra duty or sales taxes added by your local Customs. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way!

     

    • WHAT SHOULD I DO IF MY PACKAGE SAYS DELIVERED BUT I DO NOT HAVE IT?

    If the tracking information indicates that your items have been delivered to the address provided on the purchase but you have not received it, please check surrounding houses, doorsteps etc.. in case another home received it by mistake. Speak with any other tenants such as family, roommates or landlords etc. in the event they received it on your behalf. The package may also have been left with property managers, an apartment office or your local postal provider.

    We will always do our best to assist you, but MyLunaShop is not responsible for packages that are lost or stolen in transit. If you are still unable to secure your package, you must contact the shipping carrier to file a lost/stolen package claim. You can call, send an email or go directly to your postal provider.

     

    • WHAT SHOULD I DO IF I ENTERED THE WRONG SHIPPING DETAILS?

    Please contact us immediately within 24 hours if you noticed that your shipping details are incorrect. We are unable to allow any changes to your order once it has been shipped. If your order is marked as "returned to sender", we will be required to pass on a subsidized reshipping postage fee of minimum 5 USD.

     

    • HOW DO I CONTACT YOU?

    If you have any questions that are not on this FAQ page, reach out to us through the "Contact Us" tab above or email us at support@mylunashop.com

    • I am asked to present my identity documents and a photograph showing the 4 numbers on my card, is that legal?

    We often do this type of verification and it is 100% legal.
    The goal is to avoid purchases with stolen or cloned cards.
    Collaborate with us when these problems arise.
    We want to keep our customers happy!

    • WHAT CAN I DO IF MY ORDER NEVER ARRIVES?

    If you have already spent the maximum time of delivery of your order that is 60 days and your order does not arrive

    Please verify the possible reasons:

    1. The order was stopped by the authorities of your country.
    2. The order is in your local post office because it was returned.
    3. The order was lost.

    Please contact us immediately if you believe your order was lost. We will verify that is what happened. Once verified your case, we can give a solution to your case and do everything possible to give you the best solution.

     

    • HOW SECURE IS MY PERSONAL INFORMATION?

    Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.