Frequently Asked Questions (FAQs)

How can I contact your customer support team?

You may reach us via email at support@lunelondon.co.uk or send us a message through our Contact Form.

Don’t forget to include your order number (if you have one) or any other questions you may have.

We typically respond to emails within 24 hours on business days. Enquiries sent during weekends will be handled on the next working day.

Where do you ship to?

  • We currently ship orders within the United Kingdom only.

Can I change my delivery address after placing my order?

  • Changes to the delivery address can only be made before the order has been shipped.
  • Please contact us within 24 hours of placing your order to request an update at support@lunelondon.co.uk.

How long does it take to process my order?

  • Processing time is 3 business days (Monday to Friday).
  • Orders placed after the cutoff time (00:00 GMT) are processed on the next business day.

How long does transit take once the order has been shipped?

  • Transit time is 2–11 business days (Monday to Friday).
  • This may vary depending on your location.

What is the estimated delivery time?

The estimated delivery time is 5–14 business days (Monday to Friday), including both processing and transit times.

Can I track my order?

Once your order has been shipped, you will receive an email confirmation that includes your tracking information.

You can also check your shipment status through our Track My Order page.

If you do not receive tracking details or need assistance, please contact us at support@lunelondon.co.uk.

Will my order be delivered in a single package?

Depending on the size of your order, items may be delivered in multiple packages, with an interval of 1 to 2 business days between each delivery.

Can I cancel my order?

  • Orders may be cancelled as long as they have not yet been processed or dispatched.
  • Once shipped, cancellations are no longer possible. You may instead return the item according to our Return and Refund Policy.

What happens if my order is delayed?

Shipping times may be affected by factors outside our control, including courier operations or external disruptions. If your order has not arrived within the expected period, please reach out to us for support.

I received a damaged item. What should I do?

  • If your package arrives visibly damaged, we recommend refusing delivery and contacting our support team immediately.
  • If the package was delivered while you were unavailable, please send us clear photos of the damage so we can assist you.

Can I return a product?

Customers may request a return within 30 days from the date the complete order is received.

Items must be returned in acceptable condition. This means they should be unused or only slightly used and must include the original packaging. Returns must be sent within the 30-day period.

How do I make a return?

  1. Reach out to support:
    Email us at support@lunelondon.co.uk and include your order number along with the reason for the return.
  2. Prepare your package:
    Securely pack the product in its original packaging, including any accessories, tags, and paperwork.
  3. Ship the item:
    Once your return is approved, follow the instructions provided by our support team to send the item back.

Return costs?

Customer-initiated returns:
If you no longer want the item or selected the wrong product, you will need to cover the return shipping costs. Original delivery charges are not refundable.

Damaged or incorrect items:
If your order arrives damaged or incorrect, we will cover the return shipping expenses.

Restocking fees:
We do not charge any restocking fees.

When will I receive my refund?

Once approved, refunds will be issued back to the original payment method. Please allow up to 30 business days for the funds to appear, depending on your financial institution.

I haven’t received my refund yet. What should I do?

Please check your bank account or contact your bank.

If the refund still does not appear, send us an email at support@lunelondon.co.uk — we will respond within 24 hours.

Can I make an exchange?

Eligible products may be exchanged. Please contact our support team for assistance with this process.

Contact Information

Store: Lune London
Email: support@lunelondon.co.uk

Business hours:
Monday to Friday: 08:00 – 18:00 GMT
Saturday and Sunday: Closed
Public holidays: Closed

We typically respond to emails within 24 hours on business days. Enquiries sent during weekends will be handled on the next working day.

Company Details

Address:
39 Rue Pierre Laroussi
89400 Migennes
France