Frequently Asked Questions (FAQs)

1. What is your return and exchange policy?

You may return items within 30 days of receiving them for a refund or exchange. Items must be unused and in their original condition. To start a return, please contact our support team at contact@lune-lumen.com.
Please note: Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

2. What are your shipping options and costs?

We offer free standard shipping on all orders within Australia. At this time, we do not offer express shipping.

3. How long does delivery take?

Orders are typically processed within 1–3 business days. Delivery usually takes an additional 5–7 business days, depending on your location. You will see an estimated delivery window at checkout.

4. Which payment methods are accepted?

We accept a variety of secure payment methods, including:

• Visa, MasterCard, American Express
  
• PayPal
  
• Apple Pay
  
• Google Pay
  

All transactions are securely processed in Australian Dollars (AUD).

5. Are there any discounts or promotional offers?

Yes! We occasionally offer discounts and special promotions. To stay updated, subscribe to our newsletter or follow us on social media.

6. How do I know if an item is available?

If a product is visible and purchasable on our website, it is in stock. In rare cases of inventory error, we’ll notify you promptly if any issues arise after your order is placed.

7. How do I choose the right size?

Each product page includes a detailed size guide. If you need additional assistance, don’t hesitate to contact our support team for guidance.

8. Are your products authentic?

Absolutely. We source our products from trusted suppliers and conduct quality control to ensure every item meets our standards.

9. Do you offer warranties or guarantees?

We stand by the quality of our products. If you experience any issues with your order, please contact our support team and we’ll work quickly to make it right in accordance with your rights under Australian Consumer Law.

10 Can I track my order?

Yes. Once your order is shipped, you’ll receive a tracking number by email. You can track your package through our tracking portal or the carrier’s website.

11. What if I receive a damaged or incorrect item?

If your order arrives damaged or incorrect, please email us at contact@lune-lumen.com within 48 hours of delivery. Include your order number, a description of the issue, and clear photos. We’ll arrange a replacement or refund at no extra cost.

12. Do you provide free shipping?

Yes, all orders qualify for free standard shipping within Australia.

13. Can I cancel my order?

Yes, orders can be canceled within 24 hours of placement. After that time, we may have already begun processing your order. Please contact us as soon as possible to request a cancellation.

14. Are my payment details secure?

Yes. We use advanced encryption and security protocols to protect your personal and payment information during checkout.

15. Do you have a physical store?

No. We operate exclusively online and do not have any physical retail locations.

16. Do you offer gift wrapping or gift cards?

At this time, we do not offer gift wrapping or gift cards.