FAQ

We offer worldwide delivery with tracking, including Europe, North America, South America, Asia and Australia.

For customers in Europe and America, we deliver within 8 to 12 working days. Our standard international shipping time varies between 8 and 18 working days, depending on where you live. If you are not sure whether we deliver to your region, please contact us at: contact@luna-skin.com

We ship with reputable carriers, so you can be sure that your order will be delivered safely and on time.

Delivery times depend on your location.

In Europe and America, standard delivery takes 8 to 10 working days.

In the rest of the world, we deliver within 15 to 21 days.

Please note: During the Christmas period, delivery times may be longer due to heavy traffic on our site.

Even if 95% of our parcels are delivered in less than 12 days, delivery can take up to 21 days in cases of force majeure (50% off promotions, exceptional events, stock shortages, weather conditions, etc.).

If the delivery time seems long, don't worry: you can track the progress of your order using the tracking number sent to you by e-mail!

After placing your order, you should receive a confirmation email containing your purchase number and a link to track your package. If you have not received the confirmation email, please check your spam folder before contacting support.

Once your order has been dispatched, you will receive a shipping confirmation email within 48 hours, indicating your shipping number and a real-time tracking link. It is from this email that the delivery tracking will begin to indicate more information about your order.

To track the progress of your items, please click on the "Track my order" link in the menu, and enter your order details. If you can't find them, please contact us via our contact page, and we'll do our best to help you.

International orders may take longer to reach you, please allow 12 to 18 days before contacting our customer service department about a missing parcel.

European customers can expect to receive their order within 8 to 12 working days. However, if you still have not received your item after this period, it may be subject to delays beyond our control, due in particular to logistical problems with carriers in your region.

Please do not hesitate to contact our customer service department by e-mail : contact@luna-skin.com or by using the "Contact" page, and our team will be delighted to help you.

There are also other reasons why delays may occur:

- Return to sender, insufficient address, failed delivery attempts - Couriers usually make 2 or 3 attempts to deliver your order. Contact the courier or carrier as soon as possible. They will usually return your parcel the next working day, or ask you to collect it from their offices. If it is returned to us, simply contact us so that we can reship it.

- Holidays - A sudden or unexpected increase in the number of consignment deliveries is more common during the holiday season. Simply contact your local post office to trace your order.

-> In these cases, it is best to consult the carrier's website for further information on delays.

If you have any doubts, please contact your local carrier first to see if they have any record of your order. Then you can contact us so that we can find solutions to help you solve the problem.

If you opted for our Loss/Theft guarantee at the time of purchase, we will return your order as soon as possible or offer you a full refund.

Luna Skin™ cannot be held responsible for customs fees charged in your country. We recommend that you check local import taxes if you think you may have to pay additional charges.

If your parcel has been marked as delivered but you have not received it, please check with your neighbors or janitor first.

If 3 working days have passed since your parcel was marked as delivered and you have not received your order, please contact us at: contact@luna-skin.com.
If you opted for our Loss/Theft guarantee at the time of purchase, we will return your order as soon as possible or offer you a full refund.

Exchanges are possible within 30 days of receipt of your order. If your order is not to your liking, returns are simple: simply contact our customer service department and send your parcel to the address indicated (please note that shipping costs are your responsibility and that initial shipping costs are non-refundable). We will refund your purchase once the order has been received in its original, unused packaging.

However, products intended for intimate use (underwear, etc.) and products subject to an exclusive discount of at least -50% are non-refundable (only partial refunds or product returns may be made, depending on the case).

We are currently aware of the impact we have on our planet. As part of our ongoing sustainability efforts, we are creating positive changes to contribute to a better future. These changes include the elimination of return paper and invoices from Somnia's orders.

You'll see that it's not necessary to have these documents, as they can be sent by e-mail.
So it makes sense not to include them.

We always strive to do the right thing and improve our impact on the world around us.

Yes, you can cancel your order or part of it within 48 hours of purchase. Once this deadline has passed, cancellation requests will no longer be possible.

If you wish to cancel your order and the 48-hour time limit has not been exceeded, please let us know immediately by sending an e-mail to contact@luna-skin.com with your contact details and our support team will issue a refund.

It is possible to modify or cancel an order after it has been placed within a maximum of 48 hours. If this time limit is exceeded, this means that the order has already been processed, and our team can no longer make any adjustments.

If you wish to add another item to your order or change your delivery address BUT the 48-hour time limit has passed, your order has already been processed. The only possibility is to place a new order for the item you want or the correct address you wanted to put. *

*Orders lost due to an address error, garment size or color problems cannot be refunded or cancelled if the 48-hour time limit has passed.
Thank you for your understanding.

To request a return or exchange, please first consult "What is the exchange and return policy?" to see if the products in your order are accepted for returns.

Then contact one of our customer support teams, who will guide you through the process.

In the unlikely event that you are missing an item from your order, please contact us immediately with the following information so that we can resolve the problem quickly and efficiently:

- Your order number
- The name of the item you have not received

Once we have received the above information, our customer support team will deal with your problem as quickly as possible! Please remember that you may receive two different tracking numbers for the same order, as one item in the order may have come from a different one of our processing centers.

ALL CLAIMS CONCERNING ORDERS ARRIVING WITH MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.

In the unlikely event that you receive the wrong item, please contact us immediately with the following information so that we can resolve the problem quickly and efficiently:

- Your order number
- The name of the item you did not receive
- The name of the item you received instead.
- A clear photo of the item you received.

Once we have received the above information, our customer support team will deal with the problem as soon as possible!

ALL CLAIMS CONCERNING ORDERS THAT HAVE ARRIVED WITH AN INCORRECT ITEM MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.

If any of the products in your order are faulty on receipt, please contact our customer support team with images or videos so that together we can find a way to help you.

In most cases, if it is a manufacturing fault, our customer service team will inform you of the product(s) to be returned as soon as possible and you will be able to keep the faulty product (it will not be necessary to send the product back to us).

No, we can only process refunds to the original payment method. The only alternative is to offer gift cards (credit) for the full amount of the refund.

Once your parcel has been received by us and the refund criteria have been validated (unworn, unwashed item, original packaging intact), Somnia undertakes to refund you within a maximum of 15 days.

If you have missed the 30 days deadline for requesting a return, please contact us at contact@luna-skin.com as soon as possible so that our support team can assist you.

Please include your order number and the reason why you missed the deadline. We are not obliged to accept your return, but in some cases we may be able to find a solution to help you.