Frequently Asked Questions

All orders are processed from Monday - Saturday. Please allow 1-2 business days for us to process your orders and an additional 7-15 business days for delivery.

You can track your order by visiting this link. Enter your order number or tracking number in the provided field to view the status of your shipment. Kindly allocate a period of 3 business days to receive your tracking number. In the case of orders to Australia, it is advisable to allow 5 business days due to the usual occurrence of delays in the issuance of tracking numbers.

Upon placing an order, you'll receive a confirmation email that includes your order number. Once your order has been fulfilled, you will receive another email with the tracking number. Please check your inbox as well as your spam/junk inbox in case these emails were misdirected.

If you haven't received an order confirmation or tracking number via email, firstly please check your spam/junk inbox. If you are still unable to locate this order confirmation or tracking number please reach out to our customer service team at alunateams@gmail.com or by visiting this link. Please provide us with your name, the email used during the purchase, and any other relevant information to help locate your order.

If you are experiencing any difficulties with the tracking link, we kindly request that you allow a period of 3 to 5 business days for your tracking updates to be processed and made available. In the event that the issue persists, we recommend attempting the following troubleshooting steps: clearing your browser cache and cookies, or alternatively, using a different browser to access the tracking information. Our dedicated customer service team is also available to provide assistance and address any concerns you may have. Please feel free to contact us at alunateams@gmail.com or by visiting this link, and we will be more than happy to assist you further.

Sometimes there can be delays in the tracking information being updated by the courier. If there has been no update for more than a 5 working days, please reach out to our customer support team at alunateams@gmail.com, and we'll investigate this further for you.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible, your item must be in the same condition that you received it, in its original packaging, unopened or unused, and with the receipt or proof of purchase. To initiate a return, contact us at alunateams@gmail.com or contact us at this link.

Yes, certain types of items like perishable goods, custom products, personal care goods, hazardous materials, flammable liquids, gasses, sale items, or gift cards cannot be returned. If you have any concerns about your specific item, please get in touch on this link.

Once we’ve received and inspected your problem, we'll notify you about the approval of your refund. You’ll be automatically refunded on your original payment method within 5 business days if approved. Please note it can take some time for your bank or credit card company to process and post the refund. If more than 10 business days have passed since your refund approval, don't hesitate to get in touch with us at alunateams@gmail.com or get in touch with us this link.

Should you encounter a defective, damaged, or incorrect item, we kindly request that you promptly reach out to us at alunateams@gmail.com. We will swiftly assess the matter and take necessary steps to rectify the situation to your satisfaction. You can also reach us at this link.

If you're experiencing issues with a package that's been marked as delivered but hasn't arrived, we apologize for any inconvenience and would like to help you resolve this situation.

First, make sure to verify the delivery by checking if the package was mistakenly placed in a different location at your premises, or possibly left with a neighbour. Next, review the delivery status and details by using the provided tracking link. We recommend that you then contact the carrier directly with you
tracking number, available on the tracking link. They will be able to further assist and if necessary, initiate an investigation into your package's whereabouts. If your package hasn't been found within a specified date range, please contact us again for the next steps to dispute the order with the courier.