How do I choose the right size?
Start with the size selector and product-specific chart or fit note. Compare current body measurements rather than relying only on age or the size worn in another brand. Our Size Guide explains how to measure and what to consider when you are between sizes.
What should I do if I am between sizes?
Consider the fabric, the most fitted part of the garment, whether you will layer underneath, and how close or relaxed you like the fit. A larger size can offer more ease in a structured or non-stretch style. If you would like help comparing the available information, send us the product link and relevant measurements.
Can I change or cancel my order?
Contact support@lunoriana.com as soon as possible with the order number and requested change. We will try to help, but preparation can begin quickly and changes or cancellation are not guaranteed once processing has started.
I entered the wrong delivery address. What should I do?
Email us immediately with the order number and complete corrected address. We may be able to help before processing, but a parcel already handed to the carrier may not be redirectable. Please always review autofilled addresses, apartment numbers, and postal codes before payment.
How will I know when my order ships?
We send a shipping confirmation to the checkout email address after shipment. It includes a tracking link or number when available. Check spam, junk, and promotions folders if you have the order confirmation but cannot find the shipping message.
Why has my tracking not updated?
A first scan can take time after a label is created, and later updates can pause between facilities, during carrier handover, or in customs. Review the carrier page and allow the estimated delivery window to pass. If it is overdue with no meaningful update, send us the order and tracking details.
Can I exchange an item?
We do not offer exchanges, but there is no need to worry. Return an eligible item for a refund and place a new order for the size, colour, or style you want. This lets you check current stock and delivery information before reordering.
How do I start a return?
Email support@lunoriana.com within the applicable return window with your order number, checkout email address, item details, and reason. Please wait for instructions before sending anything and do not use an address found elsewhere. Our Returns & Exchanges page explains eligibility and refund handling in full.
When will I receive my refund?
An approved return must first arrive and be inspected. We send a confirmation after the refund is issued to the original payment method where possible. Your bank or payment provider may then need additional time to display it, and that timing is outside our direct control.
What if my item is wrong, damaged, or defective?
We are sorry this happened. Please contact us within 7 days of delivery when possible so we can review it promptly. Include the order number and clear photos of the item, packaging, labels, and issue. Keep everything while we review the request, and please do not pay to return it before receiving instructions. A longer mandatory right that applies in your location is not reduced by this request period.
What if an item or size is out of stock?
Availability can change quickly, especially after a return or during a busy promotion. Check the product page again later and explore similar styles. We cannot reserve stock while another item is being returned.
Can I check out as a guest?
Guest checkout may be available at checkout. Keep the order and shipping confirmation emails, as they contain the details needed for support and tracking. Creating an account can make it easier to review the order information available in My Account.
How do I care for my clothing?
Follow the sewn-in care label and any product-specific instructions first. Handle delicate fabrics and trims gently, separate colours as appropriate, and avoid heat or treatment not permitted by the label. Proper care helps preserve colour, shape, and fit.
How can I shop and pay safely?
Place orders only through the official LUNORIANA checkout and do not send card numbers, passwords, or full payment credentials by email. If a message about your order seems suspicious, contact support@lunoriana.com using the address shown on this website before following its instructions.