FAQs

Why was my payment declined?

This is generally for one of two reasons:

- It’s a decision that your card holder makes due to your account balance, or;

- Due to incorrect information. Make sure that your card number, expiry date and CVC number are correct.

 How secure is my payment method?

Incredibly safe. See that padlock icon that appears in the address bar at the top of your screen? That means you’ve entered a safe and secure zone. We use Shopify as our ecommerce platform, which comes with SSL encryption technology to protect your details at checkout.

I EMAILED YOUR CUSTOMER SERVICE TEAM. WHEN SHOULD I EXPECT A RESPONSE?

We answer all e-mails within 48 hours.

DO YOU OFFER RETURNS OR EXCHANGES?

If you’ve ordered the wrong size, let us know as soon as you can. We require returns within 14 days of being received, and they must be returned in the packaging supplied and packed securely.

Please email lunarloungewear@gmail.com to obtain a return authorisation.

*Any embroidered items are final and can not be returned or exchanged.

*All sale items purchased are final and cannot be returned for change of mind.

I AM AN INTERNATIONAL CUSTOMER (OUTSIDE CANADA.) DO I HAVE TO PAY CUSTOMS AND TAXES?

Items shipped outside of the Canada may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by Lunar Loungewear.

Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from Canada Post to the local carrier in your country or air and ground transportation strikes or delays once the package has exited the Canada.

I HAVE NOT RECEIVED MY ORDER CONFIRMATION, WHAT SHOULD I DO?

Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation e-mail after 24 hours, please contact us at lunarloungewear@gmail.com with your inquiry.

CAN I CHANGE MY ORDER ONCE I'VE PLACED IT?

No, once you place an order it is final.

HOW CAN I GET IN TOUCH WITH YOUR CUSTOMER SERVICE TEAM?

For customer service inquiries, please send an e-mail to lunarloungewear@gmail.com