Frequently Asked Questions (FAQ's)
Where is Luna Dekor based?
We are an American company and we operate out of our main office in Phoenix, Arizona in the United States.
Can I buy your products at a local store?
At the moment, Luna Dekor is only available for online shopping. Please check back soon for more updates.
How do I place an order?
Placing an order is easy. First, click on the product image or product name to view the item details. To add an item to your order, choose the requested option or variant (if available) and enter the quantity you wish to purchase into the Quantity box. Next, click the Add to Cart button. Finally, go to your cart, and follow the on screen directions for checkout. Make sure to add your Discount Code if available.
Where does my order ship from?
Luna Dekor orders ship from our warehouses in United States and China.
How long will it take to prepare my order?
Orders usually ship in 3-7 business days. All orders are packed and shipped Monday through Friday. Orders placed on weekends and select holidays will be processed the following business day. Processing times can vary based on the volume of orders we receive. Due to the extra precautions we are taking around COVID-19 at our warehouse, order processing is taking longer than usual. Thank you for your patience and understanding!
How much is shipping and handling?
We aim to deliver your purchase in the quickest and most economical way possible. The exact shipping and handling amount for your entire order will be calculated and displayed during Checkout. Check our Shipping Policy for more information.
How can I track my package?
Once your order is shipped, you will receive an email with all the tracking information.
Why isn't my tracking number valid yet?
Due to the increase in online shopping across the country, shipping companies are also experiencing delays. Rest assured that if you have received an email saying your order was shipped, your tracking number should become active soon. If your tracking number is still not active after 10 business days, contact us at firstname.lastname@example.org, we’ll be more than happy to help.
Why is my delivery delayed?
Due to the COVID-19 safety measures, you may experience some order processing and delivery delays with couriers. We apologize for any inconvenience this may cause and appreciate your understanding.
What is your Return Policy?
We stand behind the quality of our products and want every purchase to be a positive experience. We will do our best to make things right if you are not satisfied. Please refer to our Return policy for all details.
Which methods of payment do you accept at Luna Dekor?
When you make a purchase, you can choose to pay with any major Credit Card (Visa, MasterCard, American Express or Discover), Apple Pay, Google Pay, Shop Pay, or a Luna Dekor Gift Card.
Do you offer different styles, in addition to the ones I see on the website?
We have a larger inventory of items available to purchase that may not be listed on our website. You can contact us as at email@example.com to discuss a special request for exclusive items that are not available in our online store
Can I cancel or make changes to my online order?
Changes cannot be made to an order once it has been submitted. A cancellation cannot be made once your order has been shipped from our warehouse.
I did not receive an order confirmation email.
Please contact customer service at firstname.lastname@example.org and we will resend it to you.
I returned an item. When will my refund be processed?
We will refund you for the total purchase price of the item, plus tax, minus any shipping charges, as soon as we verify that the item has been returned. Once your refund has been processed, it can take between 7-10 business days for the amount to appear in your account. Should the refund not appear within 10 business days, you can contact us at email@example.com.
Why is the price for an item different from when I added it to the shopping cart?
Prices are subject to change — including temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged.
Do you offer assembly service?
At the moment, Luna Dekor does not offer any assembly service, and the customer will be fully responsible for any assembly.