FAQs

Welcome to our Frequently Asked Questions (FAQs) page!

We understand that you may have some questions before making a purchase, so we've compiled the most common ones here to help you find answers quickly and easily. If you don't find the information you're looking for, don't hesitate to contact us. Our customer support team is always ready to assist you!

I. Product

1. What size should I choose? Is there a size chart?

We provide a detailed size chart for each product. Please check the size chart on the product page and measure your body to choose the right size. If you're still unsure, feel free to contact our customer service team for specific advice.

2. Do you sell the set items separately?

Our products are sold as complete sets to ensure consistency in style and overall aesthetics. We currently do not offer individual pieces for separate sale. Each set is designed to be worn together as intended, and we do not split the items. If you have any specific requests or questions, feel free to contact us for support.

3. Is the set suitable for going out or casual wear?

Our designs are not only comfortable but also stylish, youthful, and modern. You can absolutely wear these sets for outings, meeting friends, or traveling. We offer a wide range of styles, from dynamic short sets to trendy long pant sets, so you can easily find one that suits your taste.

II. Shipping

1. How long does shipping take?

Shipping usually takes 8-14 business days, including 1-2 days for order processing and 7-12 days for delivery. However, this is only an estimated timeframe and may vary due to factors beyond our control, such as weather conditions, courier delays, or peak shopping seasons.

2. Can I change the shipping address after placing an order?

You can only change the shipping address within 12 hours after placing your order. After this time, the order is already being processed and handed over to the shipping carrier, so we are unable to make any changes. Please contact us as soon as possible if you need to update your address.

3. How can I check the status of my order?

Once your order is confirmed and handed over to the shipping carrier, you will receive a confirmation email with a tracking number. You can use this number to track your order status directly on our Order Tracking page.

III. Return & Refund

1. What are the conditions for returns/refunds?

The product must meet all three of the following conditions:

  • The item is eligible for return (defective or not as described, etc.).
  • The request is made within 35 days from the date of delivery.
  • The product is unused, with original tags, packaging, and any accompanying accessories (if applicable).

2. What is the process for returns/refunds?

Please send an email to [email protected] with the following information:

  • Order number.
  • A detailed description of the product condition or the issue with the order.
  • Attached photos or videos clearly illustrating the problem.

After receiving your email, we will review and verify your request within 24 business hours. If your request is approved, we will send a confirmation email and you can choose to receive a replacement product or a refund.

3. Do I need to return the defective product to the store?

In most cases where the product is confirmed to be defective, we will not require you to send it back. This helps save you time and shipping costs. However, we may ask you to provide additional photos or videos for verification.

4. I canceled my order but haven't received a refund. What should I do?

If you canceled your order within 12 hours of placing it, we will process the refund as soon as the cancellation is confirmed. However, the time it takes for the funds to appear in your account depend on your bank or payment provider.

Typical refund timeframes:

  • PayPal: 1-5 business days
  • Credit/Debit card: 3-8 business days

If you haven't received your refund after the expected timeframe, please contact your bank for further details or email us for additional support.

IV. Contact Us

We hope the information above has helped answer your questions. If you still have any concerns or need further assistance, please feel free to contact us via email at [email protected].

Thank you for choosing and shopping with Lunoshop!