Frequently Asked Questions
Your guide to LUNÉA orders, shipping, product care, and more.
👜 Orders & Shipping
Q: How long will my order take to arrive?
A: Orders are processed within 1–3 business days. Delivery within Malaysia typically takes 3–5 business days. International shipping times may vary.
Q: Do you offer international shipping?
A: Yes, we ship to selected countries. Shipping fees and delivery times will be calculated at checkout.
Q: Can I change my order after placing it?
A: Once an order is confirmed, changes may not be possible. Please contact us immediately at [your email] and we’ll do our best to assist.
💳 Payments
Q: What payment methods do you accept?
A: We accept major credit/debit cards, FPX (online banking), and e-wallets such as Touch ‘n Go and GrabPay.
Q: Is my payment information secure?
A: Yes. Our store uses secure SSL encryption and trusted payment gateways to protect your information.
🔁 Returns & Exchanges
Q: Can I return or exchange my purchase if I change my mind?
A: We’re unable to accept returns or exchanges due to change of mind. Each LUNÉA piece is crafted in limited quantities, and we encourage you to consider your selection carefully before placing your order.
Q: What if my item arrives with a defect?
A: We take quality seriously. If your item arrives with a manufacturing defect, please send us a clear unboxing video recorded as you open the parcel. This helps us resolve any issue promptly and fairly. Claims must be submitted within 48 hours of receiving your order.
🧼 Product Care
Q: How do I care for my LUNÉA bag?
A: Store your bag in a cool, dry place. Avoid prolonged exposure to direct sunlight or moisture. Use a soft cloth to gently clean the surface. For leather styles, we recommend occasional use of a leather conditioner.
📦 Pre-Order & Stock Info
Q: What does ‘pre-order’ mean?
A: Pre-order items are made-to-order and will ship once production is complete. Estimated delivery dates are noted on the product page.
Q: Will you restock sold-out items?
A: Some designs are limited edition and may not be restocked. Join our mailing list or follow us on Instagram to be notified.
