You can email us at support@lunaandskin.com where our customer service team will be happy to help you.

Yes, we ship worldwide. For shipping time, please refer to our shipping policy.

Once an order has been placed, it is automatically sent to our warehouse for processing. Due to the high volume of orders our warehouse receives, we are unable to intercept or cancel the order during the processing stage. Once your order has been shipped, it cannot be cancelled or retracted. If you still wish to return the product after it has been shipped, you must follow our return process.

We accept all major credit cards (VISA, Mastercard, AMEX) and
PayPal payments.

Your order will typically be processed within 1–3 business days after it is placed. During periods of high demand, processing may take an additional 2–3 business days. Once your order has been processed and shipped, you will receive a confirmation email with tracking information. Please note that the term "business days" excludes weekends and national holidays.

The delivery time for your order depends on your location and includes both processing and shipping times.

• Processing Time: Typically 1–3 business days. During high demand, this may extend by 2–3 additional business days.
• Shipping Time: Average shipping times are as follows:

Please note that "business days" exclude weekends and national holidays. Shipping times may be longer during the festive season or year-end period due to high volumes in logistics networks.

For any further updates, refer to the tracking information provided once your order is shipped.

If you do not receive your order within the estimated delivery timeframe, please follow these steps:

1. Check Tracking Information: Use the tracking number provided in your shipping confirmation email to check the status of your package.
2. Contact Us: If you are unable to locate your order, please email our customer support team at support@lunaandskin.com with your order number, and we will assist you in resolving the issue.

If your order is returned to us due to an issue such as:

• Providing an incorrect or incomplete delivery address,
• Refusing delivery of the parcel, or
• Failing to collect the parcel from the courier or post office within the required timeframe.

We will notify you and offer the following options:

1. Resend the Parcel:
   We can resend the parcel to the correct address. However, additional shipping fees will apply, as the original delivery failure was not due to our fault.
2. Refund the Order:
   If you choose not to have the parcel resent, we will issue a refund for the cost of the items. Please note:

We kindly ask all customers to double-check their delivery details at checkout to avoid such situations. While we strive to provide a seamless shopping experience, it is important that accurate delivery information is provided to ensure successful delivery.

The prices displayed on our site are tax-free in UK Pounds, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country.

For further details of charges, please contact your local customs office.

Please contact us or refer to our Return and Refund Policy.

Please contact us if you have received merchandise that is
incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.