Frequently Asked Questions
Returns and Refunds
What is the return policy of the online store?
You have the right to return your order within 30 days of receipt.
Please contact our customer service at info@lunaralights.co.uk to arrange the return within this period.
The cost of returning products is borne by the customer, unless the product is defective.
If the item is defective, we will refund the return shipping costs.
Are there any fees associated with returning products?
Yes, the cost of returning products is borne by the customer, unless the product is defective. In this case, we will provide a prepaid return label and we will reimburse the return shipping costs. For more details, please consult our Return Policy on our site.
How long does it take to process my return?
After receiving and inspecting the returned products, we aim to process the refund within 7 business days. You will receive a confirmation once the process is completed.
Order and Delivery
What are the shipping fees and delivery times?
Orders are processed and prepared for shipment within 1 business day. Our delivery time is 5 to 8 business days. Please note that this is an estimate and may vary based on location and customs delays. For more details on delivery, shipping exclusions, and handling unforeseen issues such as lost or defective packages, please see our Shipping and Delivery Policy.
Does the store offer international shipping?
No, we currently only offer domestic shipping and not international. This allows us to maintain our standards of delivery time and customer service.
How can I track the status of my order?
Once your order is shipped, you will receive an email with a tracking number. Use this number to track the status of your order on our Order Tracking.
What should I do if my order does not arrive on time?
If your order does not arrive as expected, please allow 1 to 2 additional business days for updates. If problems persist, please contact us at info@lunaralights.co.uk or call +44 7488 813062 and we will do our best to determine the status of your order and assist you.
Payment
What payment methods does the online store accept?
We accept payments with Visa, PayPal, MasterCard, Maestro, and American Express. The available options will be displayed during the payment process. Check our Payment Policy for more information.
Can I receive an invoice for my order?
Yes, you will receive an invoice by email when your order is completed.
Are there any fees associated with certain payment methods?
We almost never charge additional fees for payments. Any potential extra fees will be clearly indicated at the time of payment.
How can I correct a payment error?
If you have made a payment error, please contact our Customer Service immediately for assistance.