Shipping policy
At LUNA&SKIN, we are committed to delivering your orders swiftly and efficiently. Our typical processing time is 1–3 business days after the order is placed. However, during periods of high demand, processing may be delayed by an additional 2–3 business days. Please note that it may take up to 24 hours for tracking information to be sent to you once your order has been processed and shipped.
Shipping Time
Shipping times vary based on your location. Currently, we offer standard insured shipping. Below are the average shipping times based on data from the last 15 days. Actual shipping times may vary depending on your specific location.
*"Business days" excludes weekends and national holidays. Shipping times may be longer during the festive season.
*Shipping times are subject to stock availability and exclude clearance/customs delays.
Order Tracking
Once your order has been shipped, you will receive a shipping confirmation email with tracking information and instructions on how to monitor your order's progress.
Please ensure the shipping address is entered correctly at checkout as we may not be able to change your address after you have placed your order.
Undelivered Items
If your order is undelivered and returned to our warehouse, we can arrange to resend the parcel under the following conditions:
- Customer Responsibility: If the delivery failed due to an incorrect address, refusal of the parcel, or failure to re-arrange delivery, a re-shipment fee will apply.
- Refund Requests: If you choose not to have the parcel resent and instead request a refund, the re-shipment fee will be deducted from your refund.
- Courier or Service Issues: If the delivery failure was due to an issue with the courier or our services, we will resend the parcel at no additional cost to you.
Delivered but Not Received
If your tracking shows that your package has been marked as "Delivered" but you have not received it, please file a claim directly with the carrier.