Frequently Asked Questions
General Questions
How can I determine which product is best suited for me?
We recommend choosing a product that aligns with your specific skincare needs and goals. If you're uncertain, our support team is available to provide personalised advice. Alternatively, you can refer to our detailed product descriptions to identify the best option for concerns such as anti-aging, skin tightening, or acne.
What is the best way to get in touch with your team?
The best way to contact us is by emailing support@lunaandskin.com. Please include your order number for quicker assistance. If you have not received an order confirmation, kindly provide your full name and shipping address associated with the purchase to help us locate your order.
Due to high volumes of inquiries and emails, please allow 12 to 48 business hours for a response. We appreciate your patience and understanding.
Which payment options do you offer?
We accept all major credit cards, including Visa, Mastercard, American Express (AMEX), and PayPal. Additionally, we offer Klarna for flexible payment options, allowing you to shop now and pay later. Please note that Klarna's availability depends on your country, and not all customers may be eligible for this service.
What makes your products unique compared to others on the market?
Our beauty products reflect our commitment to making skincare simple, affordable, and accessible to everyone. We combine innovative skincare technology with competitive pricing to provide premium-quality solutions that address a wide range of skin concerns, such as anti-aging, acne, and skin rejuvenation.
Our mission is to help individuals enhance their skin's health and appearance without resorting to expensive treatments or procedures. We are dedicated to delivering effective and reliable beauty products that meet the highest standards, ensuring our customers experience visible results and exceptional value.
How long does it take to see visible results from your products?
The time frame for visible results depends on the specific product and individual skin needs. We recommend referring to the FAQ section on the specific product page to see the estimated time frame for your chosen item.
However, please note that consistent use of our products is essential for achieving the best results. Patience and regular application are key to seeing improvements over time.
How can I be sure that your products are effective?
Results vary depending on the product and individual skincare needs. Most users notice improvements within a few weeks of consistent use, while optimal results may take longer for certain concerns.
Please note that not all products are eligible for the 90-Day Guarantee. For eligibility details, please refer to the specific product page.
To learn more about our 90-Day Guarantee Policy, please click here.
Where can I find more detailed information about the product?
For more comprehensive details, including specific FAQs about each product, we recommend visiting the dedicated FAQ section on the product's page. These sections cover in-depth information, including features, usage instructions, expected results, and more.
If you have further questions or cannot find the information you need, please don’t hesitate to email our support team at support@lunaandskin.com. Our team will be happy to assist you.
Orders & Shipping
How can I confirm that my order was successfully placed?
Once your order is placed, you should receive an automatic order confirmation email within a few minutes. If you haven’t received it, please check your junk mail or spam folder.
If it’s still missing, it’s possible that the email was entered incorrectly (a common issue for many customers). In this case, please reach out to us at support@lunaandskin.com with your full name, order details, and shipping address, and we’ll help confirm your order.
What happens during order processing?
During order processing, our team thoroughly checks your device to ensure it is in perfect condition. Once verified, we securely pack your item to ensure it arrives safely. Processing typically takes 1–3 business days, but during periods of high demand, it may take an additional 2–3 business days.
How do I track the status of my order?
Once your order has been processed and shipped, tracking information will be updated and sent to you via email. Occasionally, there might be a slight delay in receiving tracking details, even after your order has been processed. We kindly ask for your patience during this time, as you will receive an email notification with the shipping update soon.
To track your order, simply click or tap on the "Track Your Order" link provided in the email. This will allow you to view the current status of your shipment.
Please note that our typical processing time is 1–3 business days. During periods of high demand, processing may take an additional 2–3 business days. Once your order has shipped, it may take up to 24 hours for the tracking information to become active.
How long is the shipping time?
Shipping time is calculated after your order has been processed. This means the estimated shipping duration begins once your order has been packed and handed over to the courier.
The average shipping times are as follows:
- United Kingdom: 7–15 business days
- United States: 7–15 business days
- Canada: 7–15 business days
- Australia: 7–15 business days
- New Zealand: 7–15 business days
- Europe: 7–15 business days
- Other regions: 7–15 business days
Please note: Shipping times exclude weekends, national holidays, and potential delays caused by customs or high seasonal demand.
How do I track the status of my order?
Once your order has been processed and shipped, tracking information will be updated and sent to you via email. Occasionally, there might be a slight delay in receiving tracking details, even after your order has been processed. We kindly ask for your patience during this time, as you will receive an email notification with the shipping update soon.
To track your order, simply click or tap on the "Track Your Order" link provided in the email. This will allow you to view the current status of your shipment.
Please note that our typical processing time is 1–3 business days. During periods of high demand, processing may take an additional 2–3 business days. Once your order has shipped, it may take up to 24 hours for the tracking information to become active.
What happens if my order is undelivered?
If your parcel is returned to our warehouse due to delivery failure, you have the following options:
- Re-shipment: We can resend the parcel. However, if the failure was due to an incorrect address, refusal of delivery, or failure to arrange collection, a re-shipment fee will apply.
- Refund: If you prefer a refund instead of re-shipment, the original shipping cost will be deducted from your refund.
What if tracking shows “Returned to Sender”?
Please don’t panic. This usually happens because:
- Address details were incomplete or incorrect.
- A phone number format was incorrect or missing (some couriers require a valid phone number)
Your parcel was placed on hold by the courier due to insufficient information. If this occurs, reach out to us immediately. Our customer support team will assist you in resolving the issue and ensure your order is delivered promptly.
Where can I find more detailed shipping information?
For more details about our shipping policy, including updates and additional conditions, please refer to the full Shipping Policy on our website.
We are here to ensure your shopping experience is seamless and your questions are answered. If you require further assistance, feel free to contact our support team.
Returns & Refunds
What is your return and refund policy?
We have a detailed Return and Refund Policy to guide our customers through the process. For detailed information on eligibility, conditions, and steps to initiate a return or refund, please refer to our Return and Refund Policy. If you still have questions, feel free to contact us at support@lunaandskin.com.
Returns & Refunds
What is your return and refund policy?
If you couldn’t find the information you’re looking for, feel free to reach out to us at support@lunaandskin.com.
To ensure a faster response, please send only one email regarding your query. Sending multiple emails may delay our response as it pushes your query to the back of the support queue. We aim to respond within 24 to 48 business hours.
Thank you for your patience and understanding.