Help And Exchange Request Form
1.SHIPPING INFO
1)PROCESSING：
The product processing time depends on the time frame of the quality check, the packaging and also on the store contingent of the individual product.
What is the processing time?
The item’s processing time is the time from receiving your order to physically dispatching it. After receiving your order, we conduct rigorous Quality Control checks and tests in order to ensure the product’s quality prior to shipment to meet your satisfaction. This can involve detailed in-house checks: e.g. material quality, zippers, seams, embellishments and motifs, interiors, lining, etc. The total processing time varies depending on the complexity, design and size of the specific product or article. Larger orders will naturally take longer. It normally takes within 24 hours of business day for us to process your order. However, please note that the processing time can also be affected by the stock status of individual items, the time of the year, national holidays, etc. If your order includes very popular items that are experiencing stock availability issues, then the order can take 1-3 business days to process and dispatch. We apologize in advance for any inconvenience caused by these delays and thank you for your patience.
*If you would like to cancel a back ordered item in your order, simply send us your request by submitting a ticket, we will get back to you within 24 hours.
2)SHIPPING：
Shipping time：7-15 business days
A）Order value：US$0.00-US$38.99 Cost：US$9.00
B）Order value：US$39.00-US$58.99 Cost：US$8.00
C）Order value：US$59.00-US$68.99 Cost：US$7.00
D）Order value：Over US$69.00 Cost：US$0.00
- The shipping time is estimated and commences from the date of shipping, rather than the date of order, and can take longer than expected date due to an invalid address, the customs clearance procedures or other causes.
*For Express Shipping: Possible tariffs and other possible related costs are borne by the customers.
3)ABOUT TAX:
Shipments from all of our warehouses are delivery duty unpaid. Therefore, any and all customs or import duties are charged once the parcel reaches its destination country. 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, ZAFUL cannot declare purchased items as a gift or list an amount that lower than the actual product price.
2.PAYMENT METHOD
We accept a number of secure and convenient payment methods. And the methods vary by country and region.
1)Pay With Paypal
When you place an order with Paypal you will be redirected to the PayPal payment page, where you can confirm your payment by logging in with your PayPal username and password.
If you are already a PayPal customer, you can log in with your user data and make a payment. Are you a newcomer to PayPal? You can then log in as a guest or open your PayPal account and confirm your payment.
Collections are usually booked in a few minutes and your order will be processed immediately
2)Pay With Paypal Credit
PayPal Credit(Visa, MasterCard, Discover, American Express, etc.). For USA customers only at the moment.
3.LUNAESSE RETURN POLICY
1)How long can I return the items?
Returns can be made within 14 days from the date you’ve received all your items. Please contact us immediately. No returns are made after 14 days from the date you’ve received your items.
2)Conditions
A)All item(s) must be unworn and in the original condition with the original packaging and all tags attached. Any item(s) that appear to have been worn, washed, or altered in any way will not qualify for a refund. The original shipping cost (if any) is non-refundable, in most cases.
B)The following items cannot be returned or exchanged, including beauty items, Lucky Bags, masks, protective equipment, items with non-returnable marks and free gifts. Please contact our Support Center first for the above items if they have issues.
C)Swimwear can only be returned for size issue, wrong items and quality issue.
D)the return shipping fee will be at your own cost. Please contact our for the returns.
3)How do I apply for an after-sales?
A)Sign into your LUNAESSE account.
B)Find the order in My Orders, click the “Return & Exchange” button.
C)Select the item(s) you would like and the reason(s) to request the refund/return.
D)We’ll be in touch with solutions after we receive your information.
4)Important notice:
A)To return a package, please contact our Customer Service for a return address. Please do not send your return to the sender’s address on your package.
B)Please make sure you don’t include items not from LUNAESSE by accident in your return package. We will not be responsible for sending back those items to you.
5)Refunds
PayPal account refunds: Up to 48 hours
For some debit and credit card refunds to the original payment account cannot be made. In such cases, we will request customers to provide us with a PayPal account in their name to complete refunds. Thank you for your understanding.