FAQs

🧴 Product & Ingredients

Q: Are Lunelle products suitable for all skin types?
Yes! Our products are formulated to be gentle and effective for all skin types, including sensitive skin. However, we always recommend performing a patch test before first use.

Q: Are your products cruelty-free?
Absolutely. Lunelle is proudly cruelty-free — we never test our products or ingredients on animals.

Q: Do your products contain parabens or sulfates?
No. All Lunelle products are free from parabens, sulfates, and harsh chemicals, focusing instead on clean, skin-loving ingredients.

Q: How should I store my skincare products?
Keep them in a cool, dry place away from direct sunlight to maintain product freshness and effectiveness.

📦 Orders & Payments

Q: How can I place an order?
Simply browse our collection, add your favourite products to your cart, and proceed to checkout. You can pay securely using major debit/credit cards or trusted payment methods available on Shopify.

Q: Can I modify or cancel my order after placing it?
We process orders quickly, but if you need to make a change, please contact us at admin@thelunelle.co.uk within 2 hours of placing your order. We’ll do our best to assist you.

Q: Do you offer gift wrapping or messages?
Yes! You can select a gift option at checkout and include a personal note for that extra touch of care.

🚚 Shipping & Delivery

Q: How long will it take for my order to arrive?

  • Standard UK Delivery: 3–5 working days

  • Express Delivery: 1–2 working days
    You’ll receive tracking information once your order has been shipped.

Q: Do you ship internationally?
Yes, we ship to select international destinations. Shipping costs and delivery times are calculated at checkout.

Q: What if my parcel is delayed or missing?
If your parcel hasn’t arrived within the estimated timeframe, contact us at support@lunelle.co.uk with your order number, and we’ll help you track it down.

💳 Returns & Refunds

Q: Can I return my order?
We accept returns for unopened and unused products within 14 days of delivery. For hygiene reasons, used skincare products cannot be returned. Please review our Return & Exchange Policy for full details.

Q: How long does it take to receive a refund?
Once your return is received and approved, refunds are processed within 5–10 working days.

💌 Contact & Support

Q: How can I contact Lunelle?
You can reach our friendly customer care team at admin@thelunelle.co.uk, or through our Contact Us page.

Q: What are your support hours?
Our customer service operates:

  • Monday to Friday: 9:00 AM – 6:00 PM (GMT)

  • Saturday: 10:00 AM – 4:00 PM

✨ Still need help?
We’re here for you — send us a message and we’ll get back to you within 24–48 hours.