FAQs
How can I contact Lunairex?
You can email us at info@lunairex.com where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes
Where do you ship from?
We ship from Hong Kong.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, 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.
How do I return an item?
Please contact us at info@lunairex.com and we will be answering within 12 houers
What if the item(s) I received are defective/incorrect/damaged?
At Lunairex, we strive to ensure that all our products meet the highest standards of quality. However, if you receive an item that is defective, incorrect, or damaged, we are here to help!
Our Return & Replacement Policy:
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Contact Us Immediately: If you notice an issue with your order, please contact our customer service team within 7 days of receiving the item.
- Email us at info@lunairex.com with your order number, a brief description of the problem, and clear photos of the defective/incorrect/damaged item.
- Replacement or Refund: Once we have reviewed your case, we will offer a replacement of the product or provide a full refund, depending on your preference and product availability.
- Return Shipping: In most cases, you will not need to return the defective or damaged item. However, if we do request a return, we will provide a prepaid return shipping label for your convenience.
We take these matters seriously and are committed to resolving any issues as quickly and smoothly as possible to ensure your satisfaction.
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.
When will I receive my refund?
Between 7-14 days.
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.