Once your order has shipped, you will receive a shipping confirmation email with a tracking number. You can track your package through the tracking link in the email or by visiting our Track My Order page.

If you cannot find your confirmation email, please check your spam or junk folder. You may also contact us at service@lunevella.com with your order number and the email address used at checkout.

If you need to change or cancel your order, please contact us as soon as possible at service@lunevella.com.

If your order has not yet been processed or shipped, we will do our best to help. Once an order has been shipped, we are unable to cancel it or change the shipping address. You may request a return after receiving the package, according to our Return & Refund Policy.

Some orders may be shipped in separate packages, especially when items are fulfilled from different inventory locations or become available at different times. If your order is split into multiple shipments, you may receive more than one tracking number.

If you are unsure whether your order was split, please contact us with your order number.

An order may be canceled if an item becomes unavailable, if there is an issue with the shipping address, or if the payment or order information cannot be verified.

If your order is canceled, any paid amount will be refunded to your original payment method.

We currently ship to selected countries and regions, including major destinations in North America and Europe. Available shipping countries and shipping methods will be shown at checkout based on your delivery address.

Order processing usually takes 1-3 business days before shipment. Delivery time depends on your destination country, shipping method, customs processing, and local carrier service.

For more details, please refer to our Shipping Policy.

Tracking updates can sometimes be delayed during international transit, customs clearance, carrier handoff, or local sorting. This does not always mean your package is lost.

If your tracking has not updated for more than 7 business days, please contact us at service@lunevella.com and we will help check the status.

Please first check your shipping address, mailbox, front door, building reception, parcel locker, and nearby neighbors. Some carriers may mark a package as delivered shortly before the actual delivery.

If you still cannot find your package after 48 hours, please contact the local carrier and then reach out to us with your order number.

A package may be returned to sender due to an incorrect address, failed delivery attempts, unpaid customs duties, or failure to pick up the package in time.

Please contact us as soon as possible. We will review the case and offer a suitable solution based on the situation.

We accept return requests within 14 days after delivery. Items must be unworn, unwashed, unused, undamaged, and returned with original tags, packaging, and hygiene liners attached where applicable.

All returns must be approved before being shipped back. Please do not send items to the address on the original package unless our customer service team confirms it as the return address.

To start a return, please contact us at service@lunevella.com with the following information:

Order number
Item(s) you wish to return
Reason for return
Photos, if the item is damaged, defective, or incorrect

Once your return request is approved, we will provide return instructions and the correct return address.

The following items are not eligible for return or exchange:

Final Sale items
Gift cards
Store credit
Underwear, lingerie, shapewear, bodysuits
Swimwear without the original hygiene liner attached
Earrings, hair accessories, socks, and other hygiene-sensitive items
Customized, altered, washed, worn, stained, or damaged items
Items returned without approval

For ordinary returns, customers are responsible for return shipping costs. We recommend using a trackable shipping method, as we are not responsible for packages lost during return transit.

If the return is caused by our error, such as a wrong item, damaged item, or confirmed product defect, please contact us with photos so we can review the issue.

After your return package is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, your refund will be issued to your original payment method or as store credit, depending on the return arrangement. Original shipping fees are non-refundable unless required by law or the return is due to our error.

Yes. In some cases, you may choose store credit instead of a refund to your original payment method. Store credit can be used toward future purchases on our website.

Each product page includes a size guide or product measurements. We recommend measuring your bust, waist, hips, and other relevant areas, then comparing your measurements with the size chart before ordering.

If you are between sizes or need help choosing, please contact us and include your measurements and the product name.

We aim to provide accurate product descriptions, measurements, and fit information. However, fit may vary slightly depending on fabric, stretch, silhouette, and personal preference.

Please check the size guide on each product page before purchasing.

We do our best to display product colors as accurately as possible. However, colors may vary slightly due to lighting, photography, screen settings, and device display differences.

We work closely with our supply partners and source factories to focus on fabric selection, construction, finishing, and fit accuracy. Our goal is to offer well-made pieces with clear product information, so customers can shop with confidence.

We currently accept PayPal, Visa, and Mastercard. Available payment methods will be shown at checkout.

Yes. Your payment is processed through secure payment providers. We do not store your full credit card information on our website.

If your card or account uses a different currency, your bank or payment provider may apply currency conversion rates or additional fees. The final amount shown on your bank statement may therefore differ slightly from the checkout amount.

A pending charge may appear when your bank or payment provider temporarily authorizes a payment. If the payment is not completed, the pending authorization will usually be released by your bank or payment provider automatically.

Please try resetting your password, clearing your browser cache, using an incognito/private browser window, or trying another browser or device.

If the issue continues, please contact us with screenshots so we can help.

Click “Forgot password?” on the login page and follow the instructions sent to your registered email address. If you do not see the email, please check your spam or junk folder.

You can subscribe to our newsletter through the sign-up form on our website. To unsubscribe, click the unsubscribe link at the bottom of any marketing email from us.