Frequently Asked Questions (FAQs)
Have a question?
Below you’ll find answers to our most common inquiries. If you can’t find what you’re looking for, feel free to contact us at info@shopluneo.com
Shipping & Delivery
1. What is your shipping policy?
We offer free shipping within the United States on all orders. Every item is carefully packaged and handled to ensure it arrives safely and on time.
2. Do you deliver to collection points or pickup lockers?
At this time, we only ship directly to the delivery address provided at checkout. We do not offer delivery to pickup lockers or collection points.
3. What are your delivery times?
Orders placed by 6:00 PM (EST), Monday to Friday, are typically processed and prepared for dispatch within 1–2 business days. Once shipped, delivery within the United States generally takes 3 to 10 business days, depending on your location. During peak periods, delivery may take approximately 4 to 12 business days.
4. How can I track my order?
Once your order has been shipped, you’ll receive a confirmation email containing a tracking number. You can use this number on our Order Tracking Page to follow your delivery status in real time.
5. Which shipping partners do you use?
We partner with trusted courier services within the United States, including UPS and DHL, to ensure all orders are delivered safely and reliably.
6. What if my package hasn’t arrived or appears lost?
If your order does not arrive within the estimated delivery timeframe, please first review the tracking information provided in your shipping confirmation email. If there are still no updates, contact us at info@shopluneo.com for further assistance. If your parcel is confirmed lost, we will either resend your order or issue a full refund, depending on your preference.
7. What if my item arrives damaged or broken?
We’re sorry if that happens. If your item arrives damaged, please email us at info@shopluneo.com within 7 days of delivery. Include your order number along with clear photos of the product and packaging. We will arrange a replacement or refund as quickly as possible.
Refunds & Returns
8. How do I return an item?
If you are not fully satisfied with your purchase, you may contact us at info@shopluneo.com within 30 days of receiving your order to request a return. All returned items must be unused, in their original condition, and include all original packaging and tags. Refunds are processed once the returned item has been received and inspected.
9. How long does it take to process a refund?
Refunds are typically processed within 7 business days after we receive and inspect the returned item. Once completed, you will receive a confirmation email notifying you that your refund has been issued.
10. Who covers return shipping costs?
If the return is due to a damaged, defective, or incorrect item, we will cover the return shipping costs. For all other return reasons (such as change of mind), return shipping costs are the responsibility of the customer. Please contact info@shopluneo.com before sending any item back.
Privacy
11. How do you protect my privacy?
We take your privacy seriously. All transactions and personal data are protected using SSL encryption, and we do not store any payment card details. Your information is kept secure at all times.
12. Will my data be shared with third parties?
No. We do not sell, share, or trade your personal data with third parties. Your information is used only for order processing and customer support purposes. For more details, please refer to our Privacy Policy.
Payments
13. What payment methods do you accept?
We accept a variety of secure payment options, including:
- Visa
- Mastercard
- American Express
- Maestro
- Apple Pay
- Google Pay
14. What currency are payments processed in?
All payments are processed in USD (United States Dollars). If you are ordering from outside the United Kingdom, your bank may apply currency conversion fees or use its own exchange rates.
15. Are my payments secure?
Yes. Your security is extremely important to us. All transactions are protected using SSL (Secure Socket Layer) encryption to ensure your payment details remain safe and confidential.
16. How will I know if my payment was successful?
Once your payment has been successfully completed, you will receive a confirmation email with your order details. If you don’t see it, please check your spam or junk folder, or contact us at info@shopluneo.com so we can assist you.
17. What should I do if my payment is declined?
Please verify your card details, billing address, and available funds. If the issue persists, we recommend contacting your bank or card provider. You can also reach out to us at info@shopluneo.com for further assistance.
Contact Information
If you have any questions or would simply like to get in touch, feel free to reach out using any of the following options:
- Email: info@shopluneo.com
- Phone: +1 570 609 2484
- Contact form: Available on our Contact page
You can also visit our Contact page to leave a comment directly. We aim to respond to all inquiries within 24 hours during business hours.
Business Name: Luneo
Address: 11166 Fairfax Blvd, Ste 500 #1122, Fairfax, VA, 22030
Customer Service Hours:
- Monday to Friday: 09:00 AM – 06:00 PM (EST)
- Saturday to Sunday: 10:00 AM – 04:00 PM (EST)