SHIPPING

Delivery Process

Do you ship worldwide?

We are proud to offer international shipping services that deliver to over 200 countries and islands worldwide. Nothing means more to us than putting our awesome products into your hands. However, there are still very few locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.

When will I receive my order?

Due to high volumes, your orders may take a little longer to reach you. We appreciate your kind understanding and regret any inconvenience caused.

For the most accurate delivery time, please use our Order Tracking page to locate your item(s) at your convenience.

Can I prearrange the date I want to get the delivery?

We apologize that we are unable to accommodate specific delivery time requests at the moment. If you are not available at the time of your delivery attempt, our delivery partners will try to re-deliver to you at another time.

Do you deliver during weekends and holidays?

Some of our delivery partners may attempt deliveries during the weekend, and some on holidays. However, if you are not available at the given address on the weekend they will re-attempt the delivery on a business day.

I have already ordered but I need my order now. Can you speed up the delivery?

Unfortunately, to keep our premium products at attractive prices, we are not able to expedite the delivery of orders. However, we always do our best to make sure your parcel is delivered as fast as possible.

How can I know the exact date and time of the delivery?

We apologize that we are not able to give you an exact date and the time of delivery. However, you may locate your order online 24/7 using our Order Tracking page at your convenience.

Will I receive a call before delivery?

Unfortunately, our delivery partners are not able to guarantee a call before the delivery. If you are not available at the time of your delivery attempt, the courier will try to re-deliver to you at another time.

What happen if I am not at home when the package arrives?

If you are not available when your package arrives, our delivery partners will try to deliver to you again at another time.

Note: Each shipping company has their own rules regarding the maximum number of re-delivery attempts. It is a good idea to contact them directly to work out the details of your re-delivery to avoid any disappointment. We are NOT responsible for sending you a replacement for free or give you a refund if your package is lost because you are not at home to receive your order.

Delivery Issues

I entered the wrong address. What should I do?

In case you've provided an incorrect shipping address, please contact us immediately by sending an email to We and don't forget to include your correct address in the email. We will check whether we can change it for you.

If your order has already been shipped, we are truly sorry but at this point, we are not able to adjust your address or send you a free replacement. Still, you should follow your tracking details closely. Once the package has arrived at the local post office, you can contact them directly to forward your package to the correct address. We're very sorry that we cannot help you with this step as the post office will require proof of identity of the receiver.

When will I receive my order?

First, please double check your garage or the mail box in case the delivery staff left it there. Please also check with your family members and the neighbors in case someone picked up the items on your behalf.

If you still cannot find your items anywhere, please contact the local post office as soon as possible in case their delivery staff made a mistake. We're very sorry that we cannot help you with this step as the post office will require proof of identity of the receiver. If you found out that we made a mistake, please let us know immediately and we'll either give you a refund or send out a free replacement for you. The choice is yours.

I received the wrong item. What should I do?

Due to a mistake on our end, it may be possible that you receive an item different from what you ordered. In the unlikely event that this happens, we will offer you a free return and refund.

Please contact us immediately and we will assist you promptly. Please also make sure to keep your item in its original package, with all accompanied accessories, documentations, manuals, labels, tags and the purchase invoice.

I received faulty / defective item. What should I do?

We take full responsibilities for the quality of our products and services. If the item you received is faulty or defective, we are happy to offer you a free return and refund.

Please contact us immediately and we will assist you promptly. Please also make sure to keep your item in its original package, with all accompanied accessories, documentations, manuals, labels, tags and the purchase invoice.

Why am I charged with customs and import taxes?

We do NOT charge any additional fees on your orders beyond the cost of the products and the shipping fees if applicable. However, once the order arrives at your country, you may need to pay customs and import taxes according to your government's laws.

All customers are responsible for the customs and import taxes within their own country. For further information, we recommend contacting your local customs office.

I ordered 2+ items, but only received 1. Where's the rest?

To keep our premium products at attractive prices, we are working diligently with our partners to cut out the middleman and pass the savings directly onto you. Hence, your items are being shipped directly to you from our partners' warehouses worldwide. As such, if your order contains 2+ items, they may arrive separately.

In addition, this would also allow us to streamline our delivery process and get the items to you faster.

ORDER & PAYMENT

Order Process

I have ordered and confirmed payment with you, what should I do next?

After you have successfully placed your order, our Customer Service team will process your order and update you as soon as possible by email.

Can I call you to place an order?

Unfortunately, for security purpose, our customer service representatives cannot place an order on your behalf over the phone. However, placing an order on our website is really simple. If you face any troubles, please do not hesitate to contact us.

How do I search for a product I want to purchase on your website?

You can search for a product on our website using the following methods:

1. Use the category navigation menu located on the top of the page under "Categories" section.
2. Use the search engine tool located on the top of the page and type in your keywords.

Will I receive any order confirmation after placing an order?

An order confirmation with order summary will be sent to you by email after you have placed your order. We will also send email notifications to keep you updated frequently on your order status.

Where can I enter my discount code?

First, please note that only ONE discount code can be activated per order. To enter your Discount code, please follow the steps below.

1. Add the products you want to buy into cart.
2. Proceed to check out.
3. For customers on mobile devices:You will see a summary of your order on the top of the Check Out page. In this section, you will also find a field to enter your discount code. Don't forget to click the Arrow button afterward!
4. For customers on laptop/PC:You will see see a summary of your order on the right of the Check Out page. In this section, you will also find a field to enter your discount code. Don't forget to click the Apply button afterward!

What currencies do you accept?

On our website, all products are listed and sold under US Dollar. However, you can easily switch to other currencies using the drop-down menu with country flags on the top right corner of our web site.

For your convenience, our system will automatically show your cart's original value in US Dollar at checkout. Please note that your bank may charge you a small exchange fee if your credit/debit card is registered under your local currency.

What are the payment methods available?

To bring you the best online shopping experience, we offer safe payment via PayPal or Credit/Debit card - such as VISA, MasterCard and AMEX. Please choose the most suitable one for you.

Please note that all orders at our website are placed in US Dollar. For your convenience, our system will automatically show your cart's original value in US Dollar at checkout.

I couldn't pay for my order. What should I do?

At times, the bank may accidentally block your transaction due to some internal errors in their system. To improve your shopping experience, we've started accepting ad-hoc orders over email since January 2018. If your card was rejected for any reasons, just drop us an email at contact@LUNE DE SOIEstudio.com with the following details.

• Your full name.
• Your full delivery address including the postal code.

Our Customer Service team will help you place an order over email and show you how to securely pay for your order with zero issue from the bank.

Which Credit/Debit cards are accepted for payment?

We accept all major credit cards supported by VISA, MasterCard and AMEX. Your card details will be protected using industry-leading encryption standards.

How do you secure my payment?

At our website, your security is extremely important to us and we take it very seriously. We use Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. SSL technology enables encryption (scrambling) of sensitive information, including passwords and credit card numbers, during your online transactions. All of the forms on our site are secured with SSL technology so your personal information stays safe and out of malicious hands.

In addition, we have invested significant time and money to guarantee our PCI compliance. From annual on-site assessments to continuous risk management, we work really hard to ensure our platform is secure.

For your information, the Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.

Do you keep my Credit/Debit card details?

At our website, your security is extremely important to us and we take it very seriously. Every credit card transaction occurs within a secure environment. We do NOT retain your credit card information after your order is placed. It is submitted directly to our banks. When your transaction is completed, we are only able to see your billing information, shipping information and your order details.

Order Change / Cancellation

How can I cancel my order?

All changes and cancellations must be made within 12 hours of order placement. Just send us an email within 12 hours and let us know what you want to change or the reason why you wish to cancel your order.

If you contact us outside the 12-hour window, we might not be able to help you as your order might have been packed or shipped by our partners. At this point, we will not accept cancellation requests due to change of mind or any other reasons. Please note that a processing fee of 10% of your order value will be charged upon acceptance of your cancellation request.

What is your Cancellation policy?

• Once you confirm your item(s) cancellation, your refund will be processed and reflects on your bank account within 14 business days.
• Please note that a processing fee of 10% of your order value will be charged upon acceptance of your cancellation request.
• It is possible to cancel your order partially, i.e. not all the items in your order. We will send you a full refund on the item(s) you chose to cancel.
• Once your item(s) has been successfully cancelled, you will receive a notification from us with your refund summary.

Can I cancel my order after it has been shipped?

Unfortunately, if your order has been packed or shipped by our partners, we are not able to help you cancel the order.

I accidentally ordered same items. Can I cancel one?

Yes! Please contact us to cancel the duplicate order. However, please remember to inform us as soon as possible as our partners might have already packed or shipped your order. In this case, we are not able to help you cancel the order.

How can I change my delivery address / recipient for an existing order?

If you wish to change the delivery address or the recipient of your order, please contact us as soon as possible. In case your order has already been packed or shipped, we are not be able to make any changes. Rest assured that we will do our best to accommodate you.

Can I change items from my order after the order has been processed?

We apologize that we are unable to change the items in your order once it has been processed, as our partners might have already packed and shipped out your item(s).

Return & Exchange

What is your Return & Exchange policy?

To us, our core values are rooted in our dedication to customers' satisfaction above all else. We understand that buying items online can be a daunting task. Hence, at our store, we want to make sure that there is ZERO risk in buying our products. To guarantee that you are completed satisfied with your purchase, we will offer a full refund within 30 days of purchase should your items are faulty or defective upon arrival or we sent the wrong items (e.g. size, style, color). Please rest assured that we take full responsibilities for the quality of our products and services.

For your information, upon your request and in the case where a full refund is applicable as outlined above, instead of such refund, we can also send a replacement at no additional cost to you if that's your wish.

How do I return an item to you?

Please contact our 24/7/365 customer care to start the return process. Our friendly staff will quickly review your request and respond with further instructions on how to proceed. Please include the following details in your message:

• Order number.
• Proof of purchase.
• Video / photo of the products in their current condition.
• >Your complete delivery address.
• >Contact phone number.

Note: You MUST contact us to verify if your order is eligible for a refund before sending the items back. Once we accept your return request, we will give you a return address to ship the items to. If you ship the items back to the wrong address before talking to us, you will NOT be eligible for a refund.

When does our 30-Day Money Back Guarantee apply?

You're covered under our 30-Day Money Back Guarantee when:

• You receive the wrong items (e.g. size, style, color, etc.)
• You receive an item that's broken or faulty upon arrival
• Please note that we do NOT provide warranty for any products unless specifically mentioned on the product page

In addition, to be eligible for a full refund, please make sure the items satisfy all requirements below.

• The items must be returned to us within 30 days from the date of delivery.
• The items must be in their original packaging, including all accompanied accessories, tags, labels, manuals and documentations.
• The items must be unused, unwashed and in the same condition as we sent to you. We do not accept items that have been impaired or damaged by customer's mishandling (e.g. stains, scratches, broken seals, taken apart, etc.).
• The items must not be damaged, personalized, altered or engraved by a third party.
• If your item is faulty or defective upon arrival, we will give you a full refund (including shipping cost). In other cases, if we accept a refund, you need to return the items to us. Besides, there will be a restocking fee of 50% of your order value and all shipping costs are non-refundable.
• Please also take note that some products are one-size-fit-most by design (i.e. they fit most people but do not fit everyone). If you decide to purchase such items, we do not accept return & refund requests if they don't fit you.

Note: Our team will carefully inspect & verify all items before we send out a replacement or refund. We reserve the right to refuse any replacement and refund if it does not meet the above criteria.

I've sent back the item, when will I receive my refund?

After you have sent the products back to us, we will process your items within 14 business days of receipt and apply a credit to your original payment method. You will receive an email from us when this is complete. A credit will appear on your next statement, depending on the issuing bank and billing cycle.

Late or missing refunds (if applicable). If you haven’t received a refund yet, please check your bank account again and contact your credit card company. It may take some time before your refund is officially posted. If you’ve done all of these and still have not received your refund yet, please contact us.

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