FAQs

FAQ

1. I got the wrong item. How can I get my correct order?

In the event of a wrong order, please contact Customer Service at support@loonaempire.com. We will ask you to take a picture of what you have received for verification purposes. We will then check our records to verify your claim. If we made the mistake, we will go ahead and send you your correct order. You just need to return the incorrect item you received.

2. I received a defective or damaged product. What do I do?

Please contact Customer Service at support@loonaempire.com. We will ask you to take a picture of what you have received for verification purposes. If we made the mistake, we will go ahead and send you your correct order. You need to send the wrong product back to us. You will be given store credits, equivalent to half the amount you paid, if we made a mistake and you declined our offer to send you the correct item.

3. I ordered the correct size but it's a bit small/large can I return it and exchange it to a different size?

Please contact Customer Service at support@loonaempire.com. We will ask you to take a picture of what you have received for verification purposes.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and we can only accept returns within 30 days since your purchase

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

4. I entered the wrong address information. Can I still correct it?

We can try to make corrections to your order within 24 hours from the time that you submitted your order form. If you request for the corrections after 24 hours, we will no longer be able to update it on our end. 

5. I just made an order but i changed my mind and I'd like to cancel it.

Please order carefully. You should contact us in the first 24 hours since placing your order , we will do our best to help you out and cancel your order if possible. Please contact Customer Service at at support@loonaempire.com.

6. I made an order 3 days ago and since it hasn’t been shipped yet. I'd like to cancel it.

Orders are sent to production within 24 hours from the time they are placed. After 24 hours, we can no longer try to cancel your order. Please bear in mind that production time may take 5-7 business days but delays may occur during holidays.

7. What's the ETA of my order?

An ETA can only be provided when your order has been released from production and transferred to the courier. The current turnaround time for production is 5-7 business days plus 1-3 weeks business days for shipping.

8. I received the shipping notification but I still haven't received my order.

Please contact the shipping company to check on your order. The tracking number is provided in the shipping notification that you have received. If your package was lost in the mail or missing, then contact customer service at support@loonaempire.com, and we will try to help find the order for you.