Frequently Asked Questions
If you don’t see what you’re looking for, reach out below.
Orders and Shipping
What if I want to cancel or change my order?
If this happens, please send us an email right away to email@example.com with your order number and relevant details. It is only possible to cancel or change your order if it has not processed to ship or shipped yet. Please note that there is a small timeframe in which we can change or cancel orders, so cancellations are not guaranteed.
How can I check my order status?
If you created an account with us, you can check your order status by logging into your account. If you didn’t, no worries. Send us an email to firstname.lastname@example.org, so that we can help you further!
What is your return policy?
We want you to have the best experience with Luna, so if there is an issue or concern with your order, please send us an email to email@example.com within 30 days and we’ll help as best we can.
In a nutshell, we offer a 30-day return policy. Please note: customers are responsible for return shipping costs, so triple-check your orders before confirming them!
You can also check out our full return policy here: Return Policy.
What is your exchange policy?
Unfortunately, we cannot offer exchanges at this time. If you'd like to change your blanket for a different size, weight, or color, you will need to return it and place a new order. Please note that the return processing fee will still apply, as inspection and processing is required for every return we receive. If you had a discount on your original order, we'd be happy to apply it to your new order - just let us know at firstname.lastname@example.org!
Why do you have a processing fee?
We're happy to say that we cover shipping and return shipping, but each item that is returned at our warehouse must be received, processed, and inspected. To help cover that cost, we charge a $15 fee per item. This is a non-negotiable fee and applies to all orders.
How quickly can I expect my refund?
Once your return has been processed and inspected, we will process your refund to the original payment method. This can take up to 7 business days from date of delivery. The credit can take an additional 5-10 business days to appear depending on your banking institution. Partial refunds will be initiated in case the item is found to be damaged, washed, or stained.
Can you explain your 2-Year Warranty?
We're proud to offer a 2-year warranty for all products purchased directly on our site. If you have any manufacturer's issues with your products, send us an email with your order details and issue, and we'll do our best to assist!
Please note that our 2-year warranty only applies to items purchased directly on our Luna site. It does not apply to orders placed on Amazon or other third-party sites.
What are the available shipping options?
We currently offer standard shipping (3-5 business days), free on orders over $50 and a flat rate of $5 on all other orders. This estimate does not include processing time.
As a reminder, business days are Monday-Friday and do not include weekends or public holidays.
Do you ship internationally?
Due to increased shipping delays, we have temporarily suspended our international shipping options. We are working hard to find a carrier that can deliver within a reasonable time frame and offer our customers an easy and efficient shipping and tracking process.
Yes, we do! We now ship to the following countries: Mexico, Canada, Ireland, UK, Denmark, Finland, France, Germany, Australia, Hong Kong SAR. You can choose between Standard and Express shipping, and you'll receive a shipping timeframe estimate at checkout!