FAQ | FREQUENTLY ASKED QUESTIONS
Categories: ORDERS & SHIPPING | RETURN POLICY| PRODUCT DISTRIBUTION
ORDERS & SHIPPING
WHERE ARE YOU LOCATED?
Our main office is located in Hong Kong
I TRIED CONTACTING LUNA BLANCHE. WHAT ARE YOUR HOURS?
We sincerely apologize if you have attempted to contact us and have been unsuccessful. We are open 24 hours Monday through Sunday. Our customer service representatives are working to return your call as soon as possible. We highly recommend emailing us as it is the fastest way for us to address your problem. For general questions, please email us at firstname.lastname@example.org. If this is regarding your order, please email us at email@example.com
WHEN WILL MY ORDER SHIP?
For hong kong orders, please allow 1-3 business days for processing and shipping and 3-5 business days for international orders. However, during the holidays, please expect up to 10 business days for your order to ship. For delivery or shipping time frames, please visit FedEx.com SFexpress.com and USPS.com for delivery times.
I’M IN Hong Kong, CAN I PICK UP MY ORDER?
Unfortunately, we do not have a retail store, so at this time we cannot allow pick-ups.
I JUST PLACED MY ORDER TODAY, WILL IT SHIP TODAY?
Our office will process and ship your order within 1-3 business days.
I PLACED MY ORDER A FEW DAYS AGO, AND MY ORDER HAS NOT BEEN SHIPPED, BUT THERE IS A PENDING CHARGE ON MY CREDIT CARD. WHAT IS GOING ON?
If your credit card has not been charged then most likely we have not processed your order possibly due to an item not being in stock. We do not charge credit cards until your order is ready to ship. Please check your junk email folder as we may have attempted to contact you. Contact us immediately at firstname.lastname@example.org if your order still has not shipped after 5 business days (with the exception of the holiday season, please expect 10 business days).
I ORDERED INTERNATIONALLY, AND I CANNOT PICK UP MY PACKAGE UNTIL I PAY THE BILL FROM THE SHIPPING COMPANY, WHAT IS THIS AND WHY DO I HAVE TO PAY?
We understand that these extra duty and tax fees are inconvenient. However, these fees are set by your country and government (so you can go protest if you don't want to pay taxes). More information on import duty and tax fees can be found here: http://www.dutycalculator.com
YOUR WEBSITE HAS DECLINED MY CREDIT CARD, BUT I SEE MULTIPLE PENDING CHARGES ON MY CREDIT CARD. HOW CAN I GET THIS REMOVED?
If your credit card has been declined, most likely your order was not accepted due to a billing address or zip code mismatch. You may want to contact your bank about getting this verified because the more you try, the more pending charges will appear. It should take about 1-3 business days for the temporary charges to be removed. Your credit card will never be charged unless your credit card is approved.
WHAT IS YOUR RETURN POLICY?
Don’t be cheap and try to return worn clothing or accessories. This is GROSS!!! We don't accept returns. Email us at email@example.com if you have other questions.
THE ITEM I AM LOOKING FOR IS OUT OF STOCK, WHAT CAN I DO?
Some of our styles/colors are more popular and sell out faster. We will make sure to update stock at our best ability for your convenience. Keep checking! You can also e-mail us at firstname.lastname@example.org with the style and color you are interested in and we can check if we still have stock.
WHEN WILL YOU HAVE A SALE?
We always update our social media/ e-mails with current happenings at Luna Blanche including sales, and discount codes. Keep checking those or sign up for our newsletter! Follow us on Facebook, Twitter, and Instagram (@lunablanche).