FAQ
Frequently Asked Questions
Last Updated: October 16, 2026
Welcome to the Lunoveki FAQ.
Here you'll find answers to some of the most common questions about our products, orders, shipping, returns, refunds, and customer service.
1. What is Lunoveki?
Lunoveki is an online store offering a carefully selected range of practical and thoughtfully designed products for everyday life.
We aim to make online shopping simple, convenient, and enjoyable while providing quality products at fair prices.
2. How can I place an order?
To place an order, simply:
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Browse our products.
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Select the product and quantity you want.
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Add the item to your shopping cart.
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Proceed to checkout.
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Enter your shipping and payment information.
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Review your order and complete your purchase.
After your order has been successfully placed, you will receive an order confirmation.
3. Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at:
We will do our best to accommodate your request before the order enters processing or is shipped.
Once an order has been processed or shipped, we may no longer be able to cancel or modify it.
4. How long does it take to process my order?
Orders are generally processed within 1–3 business days after payment has been successfully received.
Orders are generally not processed on weekends or public holidays.
During holidays, promotional events, or periods of high order volume, processing may take slightly longer.
5. How long does shipping take?
Estimated delivery times are generally:
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United States: 5–12 business days
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Canada: 7–15 business days
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United Kingdom: 5–12 business days
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Europe: 6–15 business days
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Other international destinations: 7–20 business days
These are estimated delivery times and are not guaranteed delivery dates.
Delivery may take longer due to customs, carrier delays, weather, holidays, or other circumstances outside our reasonable control.
6. How much does shipping cost?
Shipping costs are calculated and displayed at checkout before you complete your purchase.
If a free-shipping promotion is available, the applicable offer will be shown on our website or during checkout.
7. Will I receive a tracking number?
Yes.
Once your order has shipped, tracking information will be provided when tracking is available.
You will normally receive shipping information by email.
Please note that tracking information may take several business days to become active after the package has been handed to the carrier.
8. Why hasn't my tracking information updated?
It is normal for tracking information to take some time to update after a package has been shipped.
If there has been no tracking movement for several business days, please contact us at:
Please include your order number so we can assist you.
9. What should I do if my package is delayed?
First, please check your tracking information for the latest carrier update.
Occasionally, packages may be delayed because of weather, customs processing, carrier operations, holidays, or other unexpected circumstances.
If your package appears to be significantly delayed, please contact us and we will do our best to help.
10. What if my tracking says "Delivered" but I haven't received my package?
If your tracking information shows that your package was delivered but you cannot find it, please:
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Check around your delivery area.
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Ask household members or neighbors.
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Check with your building management if applicable.
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Contact the shipping carrier for additional delivery information.
If you still cannot locate your package, contact us at:
Please provide your order number and tracking information.
11. Can I return my order?
Eligible products can generally be returned within 30 days of delivery.
Returned products should generally be unused, in their original condition, and include original packaging and accessories where applicable.
Please contact us before sending anything back.
12. How do I request a return?
To request a return, email:
Please include:
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Your order number
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The product you want to return
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The reason for the return
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Photos of the product if relevant
Our customer support team will review your request and provide return instructions when applicable.
Please do not send a return package before receiving return instructions from us.
13. What if I received a damaged or defective product?
We're sorry if your order arrived damaged or defective.
Please contact us as soon as possible at:
Include your order number and clear photos of the product and packaging.
After reviewing the situation, we may offer a replacement, partial refund, full refund, or another appropriate solution.
14. What if I received the wrong product?
If you received an item different from what you ordered, please contact us at:
Please provide your order number and photos of the item you received.
We'll review the issue and help arrange an appropriate solution.
15. Can I exchange an item?
If you would like to exchange an item, please contact us before returning the product.
Depending on product availability, we may be able to provide an exchange or another suitable solution.
16. Who pays for return shipping?
If you are returning an item because you changed your mind, ordered the wrong product, or no longer want the item, you may be responsible for return shipping costs.
If the return is related to a damaged, defective, or incorrect item received from us, we will review the situation and provide an appropriate solution.
17. How long does a refund take?
Once an approved return has been received and inspected, your refund will normally be issued to the original payment method.
After the refund is issued, your bank or payment provider may require additional business days to process the funds and make them available in your account.
18. Where will my refund be sent?
Approved refunds are normally issued to the original payment method used for the purchase.
For example, if you paid by credit card, the refund will normally be returned to the same card.
19. What should I do if I haven't received my refund?
If you have received confirmation that your refund has been issued but cannot see it in your account:
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Check your payment account.
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Contact your bank or card issuer.
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Check with your payment provider if applicable.
If you still cannot locate your refund, contact:
Please include your order number and refund information.
20. Do you ship internationally?
Yes, shipping may be available to international destinations depending on the product and destination.
Available shipping methods and applicable shipping costs will be shown during checkout.
21. Are customs duties or import taxes included?
International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country.
Unless otherwise stated during checkout, these charges are generally the responsibility of the customer.
Because customs rules vary between countries, Lunoveki cannot guarantee the amount of any applicable customs charges.
22. Can I change my shipping address after placing an order?
If you entered an incorrect shipping address, please contact us immediately at:
We will do our best to help before your order is shipped.
Once an order has been shipped, we may not be able to change the delivery address.
23. What payment methods do you accept?
Available payment methods are displayed during checkout.
Depending on your location and device, available payment options may include major credit and debit cards and other secure payment methods supported by our payment providers.
24. Is my payment information secure?
We use established third-party payment processing services to help securely process payments.
Your payment information may be handled directly by the applicable payment provider.
For more information about how we handle personal information, please review our Privacy Policy.
25. Is my personal information safe?
We take reasonable measures to protect the personal information provided through our website.
We only use personal information for legitimate business purposes, such as processing orders, providing customer support, improving our services, and complying with applicable legal requirements.
Please see our Privacy Policy for more information.
26. How can I contact Lunoveki?
Our customer support team is available to help with questions about products, orders, shipping, returns, refunds, and other concerns.
Email: support@lunoveki.com
We aim to respond to customer inquiries within 1–2 business days.
27. What information should I include when contacting customer support?
For questions about an existing order, please include your order number whenever possible.
Depending on your issue, it may also be helpful to include:
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Your name
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The email address used for your order
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Product name
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Photos of the product or packaging
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Tracking number, if applicable
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A brief description of the issue
Providing complete information helps us resolve your request more quickly.
28. Where can I find more information?
For additional information, please visit our:
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Shipping Policy for shipping and delivery information
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Refund / Return Policy for returns, exchanges, and refunds
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Privacy Policy for information about personal data
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Terms of Service for the terms governing use of our website
If you still have questions, please contact us at:
We're always happy to help.
Thank you for shopping with Lunoveki!