We’re here and ready to help! See some of our customer FAQs below.
- Do you ship to my country?
Yes, we proudly ship worldwide
Plus, you’ll get free worldwide tracked shipping on orders over $100
- How long does shipping take? When will I receive my order?
It all depends on where you are in the world!
Delivery estimate time will be 12-20 days, but for more information about your order please contact us via our social media channels or WhatsApp
The following countries currently have restricted shipping:
Bolivia, Brazil, Brunei, Chile, Costa Rica, Cyprus, Egypt, Estonia, Georgia, Honduras, Iceland, India, Jamaica, Jersey, Kosovo, Kuwait, Lesotho, Maldives, Malta, Mauritius, Mongolia, Morocco, Peru, Philippines, Qatar, Réunion, Saudi Arabia, Serbia, South Africa, Sri Lanka.
Tracking numbers are sent by email after a short processing period. It usually takes us 1-5 days to process orders. We aim to ship all items on-time, but in rare cases it can take longer. Any orders not received within 8 weeks qualify for a full-refund or reship
- My order has been dispatched, can I track it?
Once your order has been shipped, you’ll receive a tracking number via email. Note, it can take up to 7 days for shipping activity to update.
Have your tracking number to hand? You can track your order’s status here.
- Do you offer guarantee? Can I return my items?
Of course! We offer an extended 30-day customer guarantee to give you extra peace of mind when shopping with us.
If you’re not completely satisfied with your order or receive an item that is damaged, defective, or incorrect, please contact our Customer Support team at service.lunatra@gmail.com within 30 days of receiving your order.
To help us resolve your issue as quickly as possible, please include:
- The email address associated with your order
- Your order number
- A brief description of the issue
- Clear photos or videos showing the item and the issue
- Photos or videos taken while unboxing
Our Customer Support team will review your request and get back to you within 3 business days. We’ll work with you to find the best solution based on the situation.
We’re always here to help and want you to feel confident shopping with us! 💙
- Can I change or cancel my order?
Sure! You can cancel, or change your order within 12 hours of confirmation. Please contact us with your name and order number at: service.lunatra@gmail.com After 12 hours, your order will have been processed and we won’t be able to make any changes or cancel it
- What method of payment do you take?
We accept all major credit and debit cards, PayPal, and Apple Pay. Having trouble with your payment or need another payment method? Contact us via social media, email at service.lunatra@gmail.com, or WhatsApp, and we’ll be happy to help
- Do you offer promotional, affiliate opportunity or business orders?
We do and we’d love to hear from you! 👋
Head here for more information.
- Do I need to pay import duties?
For orders shipped to the United States, the shipping fee is intended to cover applicable import duties and taxes, where applicable.
For orders shipped to other countries, import duties, VAT, customs fees, or other local taxes may apply depending on the destination country’s regulations. These charges, if applicable, are the responsibility of the customer.
If you have any questions about duties or taxes for your destination, please contact us before placing your order
