How do I register?
We recommend that you use your email address as your username, this makes it much easier to remember. Please make sure that your password is at least 6 characters in length. You can easily create your own LUNAESSE profile by clicking here to register.
I cannot login to my account.
Check your login details carefully. Make sure the email address is the same one you used for registration, and the password you entered is correct. Please make sure that your web browser accepts cookies. It might be a problem caused by LUNAESSE system maintenance; please wait 15 minutes and try again. If you are still not able to access your account, please contact our Customer Service and outline the problem.
I forgot my password
If you forgot your password, just click the “Forgot your password?” link on “sign in” Page and we will send you an automated email with information on how to reset your password.
How can I change my password?
Log in to your account. Locate the “Change Password ” option on the left corner and click it to reset your password.
Can I change my email address into another one?
We will offer this function in the near future.
What is the difference between the billing address and the shipping address?
The billing address should be the same address you provided to your bank when you applied for your credit/debit card; the shipping address is the one you want us to ship the order to.
Our official account is LUNAESSE.com. Please check LUNAESSE’s official email address when receiving mail, beware of any forms of deception, and do your best to avoid personal losses. If you have any questions, please feel free to contact our support center.
- How do I place my order?
Ordering online from LUNAESSE.com is easy! When viewing an item, simply select the size, color and quantity needed and then click ‘ADD TO BAG’. Once you have your desired items in your Bag, simply click the ‘PROCEED TO CHECKOUT’ button. You will then be prompted to either sign in to your account or to create a new account. Next, enter any discount coupon codes or Z Points that you may want to use to discount the price. Finally, you will be directed to complete the Shipping address, shipping method and payment method. A confirmation email will be sent to your registered email address containing the contents of your order! - How long can items be stored for in my shopping bag?
The shopping bag your account is linked to will retain its contents up to 30 days. This applies to all customers. - An item added to my shopping bag was sold out.
The item is only reserved once your purchase is completed during the checkout process. If an item is extremely popular and in limited stock, it might be sold out once you reach the checkout. An item added to your shopping bag is saved for a total of 30 days, however stock availability cannot always be guaranteed. You are therefore encouraged to submit payment as soon as possible. - Do you restock items that are sold out?
Unfortunately, we do not restock most of our items. However you can vote for the out of stock item to be restocked.
To review all of your tracked items, simply log in and go to your account. Check the Notify in Stock section to see which of the items have been restocked and brought back to our online store for purchase.
5.How do I know what size to choose?
You can check the handy Sizes Guides on the product page and view our Size Charts for easy reference.
- Can I cancel/make changes to the order I just placed?
It is only possible to make a change to your order within 1 hour of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our Customer Care team (within the hour) with your change/cancellation request details included. You are strongly advised to use our Live Chat service on our Contact Us page. This will minimize the processing delay with your order due to the changes being made.
7.Unregistered users can check their order status via the link below.
LUNAESSE Main Order Statuses
All your orders are listed in your LUNAESSE account here.
Once we receive your payment, your order will go through several steps before being “shipped out”.
Please refer to the different order statuses and their meanings below:
Waiting for payment:
This order is unpaid . Please feel free to pay your order now.Once we receive your payment, we will process your order.
Pending:
You have attempted to pay us via PayPal e-check. At this time we haven’t received your payment yet, please check your Paypal account or bank account balance and confirm whether your funds are sufficient. If the payment has been completed successfully, please send us the transaction ID or payment proof to speed up the process.
Paid:
You have just paid for your order, our server will upload your order shortly and we will start to process your order.Thank you for your patience.
Processing :
LUNAESSE will typically process orders 3-10 business days upon payment. Your processing order will go through the following phases .
1- Receiving and allocating items to your order
2- Inspecting your items quality
3- Packing and printing shipping labels.
Once these 3 phases have been done, we will dispatch your order.
*For more information about our dispatch time for your specific item, please refer to the product page and see i.e “Dispatch: Ships within 5-10 business days.”
Dispatched:
Your order has left our warehouse and has been collected by the courier for the shipment. We cannot edit your order anymore.
Shipped Out:
Your complete order has been sent out and is now on its way to you. Please follow up the delivery in your account and track the item online.
- What kinds of payment are accepted?
We accept the following forms of secure payment:
(1) PayPal
(2) Credit card via Paypal (Visa, MasterCard, Discover, American Express, etc.) For USA customers only at the moment. - Is my privacy and personal information secure on your site?
We provide among the best e-commerce service in the industry, and guarantee secure payment processing at all times. Please click here to view the full details on how we protect your privacy and personal information. - Will I have to pay any sales tax?
Tax is charged by Customs offices in destination country based on their rules and policies. customer is responsible to find out the situation in their country. Shipments from all of our warehouses are delivery duty unpaid. Therefore, If any, these charges must be paid by the customers.Customers take full liability for all return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes. Please note that according to customs regulations, LUNAESSE cannot declare purchased items as a gift or list an amount that lower than the actual product price.
Refunds will be processed within approximately 7 to 10 business days after we receive your return. The exact time can vary and is subject to the individual payment provider. Once refunds have been processed, we recommend contacting your payment provider for updates. All original shipping charges are non-refundable.
For unregistered users seeking a refund, return, or exchange, please click the link to submit your information.
1.How much is the shipping cost?
Generally speaking, the total shipping cost will depend on the following factors:
The shipment method you choose (we offer Flat Rate, Standard shipping and Expedited Shipping options);
The destination country that the package ships to;
The number of items you order, as well as the total weight and volume (size) of the package.
Our advice is to log in to your account, add the items to your cart and then view the shipping fee which will be automatically calculated and displayed.
2.How do I know if the item has free shipping?
You can refer to our Shipping（help） Info for more details.
Besides, we have free shipping site-wide promotions every month, please stay updated with us and don’t miss the big chance!
3.How long will it take to receive my order?
Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)
You can refer to the related information here for more details.
4.How can I track my order?
As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that you will be able to track your order under “My Orders” when you log in to your LUNAESSE account or by clicking the tracking link in your shipping confirmation email. Please allow up to 24 hours for tracking to activate.
5.Return & Exchanges
How do I return or exchange an item?
Please understand that we do not accept returns or exchange without prior return authorization. Therefore if you need to return your order for some reason, please contact our Customer Service staff first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided.
We recommend that all returns be sent via a traceable carrier. Keep the Return Tracking Number associated with the package you are returning to ensure that the package is returned to our warehouse. LUNAESSE.com is not responsible for packages sent with a return label not provided by us, or without the original packing slip. Also, LUNAESSE.com do not accept C.O.D. deliveries.
Please note the following product return requirements:
Merchandise must be returned within 7 days of receipt;
Merchandise must be unworn and unwashed;
Merchandise must have all tags, original packaging, accessories and embellishments fully intact;