Frequently Asked Questions

How quickly will you reply to my message?

We’re here to help right away!If something feels wrong or you need assistance with your order, please reach out—we’ve got your back. When you contact us, you will always talk to a real person: no AI, no chatbots, just pure human interaction from a team that genuinely cares.

Your voice and peace of mind matter deeply to us. We handle all messages and emails chronologically and work hard to answer every question thoughtfully and promptly. You can typically expect a reply within 24 hours.

How long does it take for my order to be processed?

We know you can't wait to get your hands on your new pieces! Orders are processed within 1 to 3 business days (Monday to Friday).

Please note: Our daily order cut-off time is 00:00 CET. Orders placed after this time will begin processing on the following business day.

Can I change my delivery address after placing an order?

We want to make sure your package arrives right where it belongs! Because our warehouse team packs and ships orders quickly (often within 24 hours), we cannot guarantee address changes.

If you notice an error, please email us immediately with your name and order number. We will do everything within our power to update it before it leaves our facility. However, once the package has shipped, we are unable to make further changes.

What happens if an item in my order is out of stock or backordered?

Your happiness is our priority, and we hate keeping you waiting. If an item is out of stock, we will email you right away with an estimated shipping date. If we do not expect the item to be available within two weeks, we will automatically cancel that item and issue a full refund to your original payment method so you aren't left in limbo.

How long will it take to receive my order?

Your total delivery time depends on your location. Once your order has been processed and shipped (1–3 business days), the estimated shipping time is 5 to 10 business days (Monday to Friday). You will receive full delivery details and updates in your shipping confirmation email.

Will my order arrive in a single package?

Depending on the size of your order, items may be split into multiple shipments so we can get your items to you as quickly as possible. If this happens, don't worry—your packages will typically arrive just 1 to 2 business days apart.

How can I track my order?

Tracking your package is quick and simple! Head to our homepage or main menu, click the "Track Order" link, and enter your tracking number to follow your delivery every step of the way.

Why isn't my tracking number working yet?

Please don't worry! Tracking numbers typically take 24 to 48 hours to activate in the carrier's system after leaving our warehouse. If your number still isn't updating after two days, please reach out to us—we will gladly look into it for you and make sure everything is on track.

What is your return policy and what condition must items be in?

If you aren't completely in love with your purchase, we want to make things right. You have a 30-day right of withdrawal starting from the day you receive your order.

Items may be tried on for fit, but to qualify for a return, they must be returned undamaged, clean, and in brand-new condition. Please return items in their original packaging with all included accessories whenever possible.

Is there a restocking fee for returns?

No! Your satisfaction comes first, so we do not charge any restocking or return fees.

Who pays for return shipping?

• Our Responsibility: If your item is defective, damaged, or incorrectly delivered, we'll take complete ownership and fully cover the return shipping costs. Your happiness is our goal, and we will fix our mistake at zero extra cost to you.
• Customer Responsibility: For all other returns (such as a change of mind or selecting an incorrect size), the customer is responsible for the direct cost of return shipping.

I received a damaged or incomplete order, or I'm unhappy with my purchase—what should I do?

Your satisfaction is our absolute priority, and we are so sorry if your order didn't arrive in perfect condition or meet your expectations! If an item is missing, damaged, or you are unhappy with something, please let us know immediately so we can take care of you and make it right.

To initiate a return, replacement, or inquiry within your 30-day window, please email us directly at support@lunara-co.com with your name and order number. Our support team is dedicated to treating you with care and finding a solution that leaves you completely happy.