FAQs
Frequently Asked Questions - Luna Design Store
Order Processing and Shipping
Q: How long does it take to process my order? A: We typically ship orders within 2-4 business days. If you select Expedited Processing at checkout, we'll ship within 24-48 hours, depending on when you place your order.
Q: Which shipping carriers do you use? A: We ship all items with USPS. For international shipments, your local mail carrier will handle delivery once the item enters your country.
Q: How long does shipping take? A: Delivery times vary depending on your location. Here are the estimated times:
- USA: 2-5 business days
- Canada: 4-10 business days
- Western Europe: 5-15 business days
- Australia/NZ: 5-15 business days
- Rest of the World: 5-20 business days
Order Issues
Q: What should I do if my item is damaged or incorrect? A: Contact our support team within 48 hours of receiving your order with a photo of the item, and we'll arrange for a replacement or correction.
Q: I didn't receive my order. What should I do? A: Please email us at designsfromluna@gmail.com with your order number from the confirmation email/SMS message, and we'll help track down your order.
Returns and Refunds
Q: What is your return policy? A: We offer a 14-day return policy from the date of purchase. Please contact our support team to initiate a return. Personalized items are generally non-refundable unless they are broken or defective. Shipping and insurance costs are non-refundable.
Q: Can I cancel or change my order? A: You can request a cancellation or change if production has not yet begun. Contact our support team immediately with your order ID and reason for cancellation or change.
Customs and Taxes
Q: Will I be charged customs fees or taxes? A: For international orders, customs fees or taxes may apply based on your country's regulations. Changes to EU customs laws, for example, mean that sales tax (VAT) may be charged upon delivery. If customs fees are charged, they are payable by the recipient.
Product Information
Q: What if my item looks different from the online listing? A: If your item doesn't match the listing or shows a defect, send a few photos and your order ID to our support team within 48 hours of receiving the order. We'll investigate and determine the best course of action.
If you have further questions or need assistance, our support team is always ready to help. Thank you for choosing Luna Design Store! We look forward to assisting you.