Frequently Asked Questions

What payment methods are available?

At Lune London, you can pay safely and easily using the following options:

  • Visa
  • Mastercard
  • American Express (AMEX)
  • Apple Pay
  • Google Pay
  • UnionPay
  • Shop Pay

All transactions are encrypted to ensure your information remains secure.

How long does it take to receive a response to my inquiry?

Our customer service team responds to inquiries in the order they are received.

  • You can generally expect a reply within 24 hours on business days.

Can I update my delivery address after placing an order?

  • Orders are usually prepared and shipped within 1–2 business days.

  • If you need to change your delivery address, please contact us immediately with your name and order number.

  • We will do our best to adjust the address, but once an order has been shipped, changes cannot be guaranteed.

What is the order processing time?

Orders are processed within 1–2 business days, depending on order volume.

What are the shipping procedures?

  • Our warehouse ships from Monday to Friday (excluding holidays).

  • Once your order is shipped, you will receive a tracking number via email.

  • Standard delivery takes 5–7 business days.

What if items are out of stock or on backorder?

  • If an item is unavailable, we will notify you via email with an estimated shipping date.

  • If the delay extends beyond 14 days, a refund will be processed automatically for the unavailable items.

What if my delivery address is incorrect?

If you notice an error in your shipping address:

  • Contact us immediately with your name and order number.

  • We will try to correct the mistake before dispatch.

  • Once shipped, we cannot guarantee changes.

What should I do if I receive a damaged item?

We are sorry if your order arrives damaged.

  • Please contact us right away with your order number and photos of the damage.

  • Our customer service team will help resolve the issue as quickly as possible (replacement or refund).

How can I track my order?

  • Visit the “Track Your Order” page in the main menu or footer.

  • Enter your tracking number to check the status of your delivery.

My tracking number is not working – what should I do?

  • Tracking numbers may take up to 24 hours to update.

  • If it still does not work, contact us at [CUSTOMER SERVICE EMAIL] for assistance.

Missing or incorrect items in my order?

  • Some orders may arrive in multiple packages.

  • If items are missing or incorrect, please contact us within 30 days of delivery through our Contact Us page or by email.

What are the return conditions?

  • Items must be returned in their original packaging and condition.

  • Returned products must not be worn, washed, or used.

Who is responsible for return shipping costs?

  • For defective or faulty products, we cover the return shipping costs.

  • For all other returns (e.g. size, preference), the return shipping costs are the customer’s responsibility.

Contact Information

Info@lune.london.com
+31 6 26 21 57 39
Van Huutstraat 3F, 7311 AG Apeldoorn, Gelderland, The Netherlands (No return address)

Contact form: !!!!!!!!!! 

Customer sevice: info@lune.london.com 

Company Number: 98014323

Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK time)
Response Time: within 24 hours on business days