FAQs

How can I contact Lunari?

You can reach us anytime by emailing info@lunari.ch Our customer service team is happy to assist you with any questions or concerns you may have!

Do you ship worldwide?

Yes

 

Where do you ship from?

We ship from Hong Kong.

 

Can I change or cancel my order?

As we strive to process orders as quickly as possible, any changes or cancellations must be requested within 12 hours of placing your order.

Unfortunately, requests made after this window cannot be accommodated. However, once your order is delivered, you may return it for a full refund in accordance with our return policy.

 

What payment methods do you accept?

We accept all major credit cards, including VISA, Mastercard, and American Express (AMEX), as well as PayPal for secure and convenient checkout.

 

When will my order be processed?

All orders are carefully handled and shipped from our warehouse. Please allow additional time for processing during holidays and peak sale periods.

We process orders Monday through Friday, excluding weekends and public holidays.
Orders are typically processed within 1–3 business days from the date of purchase and are shipped the following business day after processing.

Please note: We do not ship on weekends.

 

 

How long will it take to receive my order?

Due to high demand, delivery times may range from 2 to 4 weeks. We appreciate your patience and understanding as we work to get your order to you as quickly as possible.

 

What if I don't receive my order?

If your order has not arrived within 30 days of the shipping date, you are eligible for a full refund. Please contact our customer support team to initiate the refund process.

 

Will I be charged with customs and taxes?

All prices on our site are listed in U.S. Dollars and are tax-free, which means you may be responsible for paying duties, taxes, and customs fees upon receiving your order. These charges are determined by your local customs office and are not included in your purchase price.

 

Any import duties, taxes, or related fees are the responsibility of the recipient and will not be covered by us. Additionally, we are not liable for any delays caused by customs processing in your country.

For more information about applicable fees, we recommend contacting your local customs office directly.

 

How do I return an item?

Please contact us at info@lunari.ch

 

What if the item(s) I received are defective/incorrect/damaged?

Refunds will be issued to the original payment method used at checkout. If you paid by credit or debit card, your refund will be processed and sent to your card-issuing bank within 7 to 10 business days from the date we receive your returned item or cancellation request.

Please note that it may take additional time for the refund to appear in your account, depending on your bank’s processing times. If you do not see the credit after this period, we recommend contacting your bank or credit card provider for further assistance.

 

When will I receive my refund?

All refunds are issued to the original form of payment used at checkout. If you paid by credit or debit card, the refund will be processed and sent to your card-issuing bank within 7–10 business days from the date we receive your returned item or cancellation request.
Please note that the time it takes for the refund to appear in your account may vary depending on your bank’s processing times. If you haven't seen the credit reflected in your account after this period, we recommend contacting your bank or credit card provider directly for further assistance.