FAQ

If you have received your items and believe there are any manufacturing faults please send us an email with your order number, detail which of the items are damaged or incorrect and send through some images of the fault including the swing tag if possible.

Manufacturing faults do not include loose threads, unmatched prints or wear and tear as these are natural occurrences.

Please contact us as soon as possible by emailing info@thelunaofficial.com and our Customer Service Team will help!

We'd love to resolve this for you as soon as possible.

Please contact us at info@thelunaofficial.com and someone from our team will help!

If you have not received your package within the estimated delivery time frame, please contact our team at info@.com info@thelunaofficial.com for further assistance locating your order.  

Keep in mind that international orders can be delayed should Customs team members select your package for further inspection while undergoing customs clearance. Your patience and understanding is highly appreciated.

Our warehouse team pack and ship orders quickly! If you need to make changes to your order, please contact us as soon as possible so we can alert our warehouse team and place your order on hold if we haven't shipped it yet.

Please note that we cannot guarantee that your change request will be actioned in time, but contacting us immediately will give you the best chance to modify your order.

If we're unable to cancel your order before it ships, you can return your items after receiving them, as long as they meet our returns criteria. Please see our Refund Policy for more information on what is eligible for returns.

Please note that our preorder items are specially crafted for you, with shipping times ranging from 2 to 6 weeks.

We appreciate your patience as we ensure that every piece meets our high-quality standards. Once your order is placed, you’ll receive a confirmation email, and we’ll keep you updated on your item’s journey.

If you have any questions, feel free to reach out to our customer service team!

If you’ve realized there’s an error with your shipping address after placing your order, please contact us immediately! We’ll do our best to update the address before your order ships. 

Please note, if your order has already been shipped we are unable to change the shipping address. In this case we recommend reaching out to the carrier as they will be the only ones who may be able to assist with this.

Yes, we offer international shipping so you can experience us wherever you are!

Once your order has been shipped, you will receive an email with tracking information so you can follow it every step of the way.

Our team does their best to process your order within 1-3 business days. Once shipped, delivery times depend on your location and selected shipping method. You'll receive tracking details as soon as your order is on its way.

To initiate a return, please follow these simple steps:

1. Check Eligibility: First, ensure your item meets our return criteria - it must be unworn, unwashed, with original tags attached, and in original packaging.

2. Contact Our Team: Email us at info@thelunaofficial.com with your order number and details about which items you'd like to return.

3. Receive Return Instructions: Our customer service team will review your request and provide you with return shipping instructions and a prepaid shipping label if applicable.

4. Ship Your Item: Pack your item securely and ship it back using the provided label.

5. Processing: Once we receive your return, we'll process it within 7-10 business days. You'll receive your refund or store credit within 2-10 business days after that, depending on your financial institution.

If you have any questions about the return process, don't hesitate to reach out to our customer service team!

Unfortunately, sale items cannot be returned or exchanged. All sale purchases are final.

Please allow  7 - 10 business days for our team to process your return from the day we receive it. All refunds will be reflected back to the original form of payment provided at checkout within 2-10 business days once we process your return. This will depend on your financial institution.