FAQ

HOW DO I TRACK MY ORDER STATUS?
Once your order has shipped, we’ll send a shipping confirmation email containing a tracking link to the carrier’s website. Click that link to follow your parcel while it’s in transit. If you don’t receive a tracking email within 48 hours of dispatch, please contact our customer care team at support@lunavoya.com and we’ll assist you.

CAN I MAKE CHANGES TO MY ORDER?
We aim to process and dispatch orders quickly, so we’re unable to change an order once it has been placed. Please double-check your delivery address and order details at checkout. If you contact us immediately after ordering, we’ll do our best to help — but changes cannot be guaranteed.

HOW DO I RETURN OR EXCHANGE AN ITEM?
If you’re not satisfied with your purchase, we accept returns as long as the item is in its original condition (tags attached and no visible signs of wear) and is not a clearance item. Please note we do not perform direct exchanges.

Once we receive and inspect your return, we will issue an online store credit (a credit note) that does not expire, which you can use to purchase anything in our store. For guidance on how to start a return, please visit our Returns page or contact support@lunavoya.com.

THE ITEM I WANT IS OUT OF STOCK — WHAT CAN I DO?
We typically restock popular pieces within a few weeks. Sign up with your email on the product page to receive a restock notification and avoid missing the next drop.

I ENTERED THE INCORRECT SHIPPING ADDRESS — CAN YOU CHANGE IT?
Contact us immediately with the correct address. If the order has not yet shipped, we may be able to update the shipping label. However, if the order has already been packed or dispatched, we sadly cannot make changes.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
We’re very sorry — that shouldn’t happen. Please email support@lunavoya.com within 30 days of receiving your order with: your order number, the product name or code, a photo of the item you received, and a brief description of the issue. We’ll respond quickly with the next steps.

I FORGOT TO APPLY MY DISCOUNT CODE — CAN IT STILL BE USED?
If you forgot to apply a promo code at checkout, contact us as soon as possible with your order number and the code. We’ll do our best to help, but we cannot guarantee retroactive application in all cases.