FAQ Pages
- How long are shipping times?
Your products usually ship within 5-7 days of order and arrived at your address within 14-21 business days
- What’s your return policy?
Please refer to Return and Refund Policy
- Can I cancel my order?
You may request to cancel your order only if your item has not yet been processed or shipped.
Once your order has been processed and shipped, cancellation is no longer possible. In this case, please wait until you receive your item and then follow our Returns & Refund Policy to request a return.
Please note that some orders may be processed and shipped before we are able to action a cancellation request. If this occurs, the order cannot be cancelled and you will need to follow our returns process after receiving the item.
For full details, please see our Refund & Returns Policy – Lunablue Girl.
- What happens if I receive the wrong item?
If you receive an item that is the wrong size, wrong colour, faulty, damaged, or different from what you ordered, please contact us as soon as possible after receiving your order.
Depending on the circumstances, we may offer a replacement or refund in accordance with our Refund & Returns Policy.
Please do not return an item before contacting us. We will provide instructions on how to proceed with the return, if required.
For full details, please refer to our Refund & Returns Policy – Lunablue Girl.
Do you offer exchanges?
We do not offer exchanges for change of mind, incorrect size selection, colour preference, or other personal preferences.
However, if you receive an item that is faulty, damaged, incorrect, or not as ordered, please contact us as soon as possible. Where applicable, we may arrange a replacement or refund in accordance with our Refund & Returns Policy.
Please contact us before returning any item so we can provide the appropriate instructions.
Product Image Disclaimer
Please note that product images are provided for illustration purposes and the actual item received may differ slightly from the images shown on our website.
As Lunablue Girl works with trusted warehouse and fulfilment partners across different countries, minor variations in colour, fabric texture, finish, packaging, labels, or product details may occasionally occur between the website image and the item received.
These variations do not necessarily indicate that the product is faulty or incorrect. We make every effort to ensure that our product images and descriptions accurately represent the items offered.
If you believe you have received an item that is significantly different from the product you ordered, faulty, damaged, or incorrect, please contact us and we will assess the matter in accordance with our Refund & Returns Policy.
If you keep the item, you will not receive a refund.
Lunabluegirl does not issue a refund for an item that has not been returned.
If you request a refund, the item must first be returned to Lunabluegirl and received before a refund can be processed.
If a chargeback is lodged with a bank or payment provider while the customer has retained the item, Lunabluegirl will dispute the chargeback and provide relevant evidence, including order details, delivery confirmation, tracking information and customer correspondence.
Lunabluegirl does not accept fraudulent or dishonest refund claims. Attempting to obtain a refund or chargeback while retaining the purchased item may be treated as an abuse of our refund process.
For approved returns, the item must be returned in accordance with our Returns Policy before any applicable refund is processed.