FAQs

How can I contact Lulmoon? You can email us anytime at info@lulmoon.com – we usually reply within 12–24 hours (often faster!).

Do you ship worldwide? Right now we only ship to the United Kingdom.

Where do you ship from? All items are shipped directly from our trusted suppliers in Hong Kong and East Asia. 

How long will delivery take? Orders usually arrive in 6–12 days (sometimes faster, occasionally up to 18 days during busy periods or holidays). You’ll get a tracking number as soon as it ships.

Is shipping free? Yes – shipping is completely free on every order, no minimum.

Can I change or cancel my order? Yes, but please do it quickly! Contact us within 6 hours of placing your order and we’ll happily cancel or modify it. After that window the order is already on its way to the supplier and can’t be changed (but you can still return it).

What payment methods do you accept? All major credit/debit cards (Visa, Mastercard, Amex, Maestro) and PayPal.

What if my order hasn’t arrived after a long time? If your order hasn’t arrived within 30 days of purchase, just email us and we’ll give you a full refund or reship free of charge – your choice.

Will I have to pay customs fees or VAT? No – all prices include UK VAT and there are no extra customs charges for you.

How do I return an item? Simply email info@lulmoon.com within 30 days of receiving your order. We’ll send you the return address and cover the return shipping cost if the item is faulty or not as described.

What if my item is damaged, defective, or wrong? Just send us a quick photo and your order number to info@lulmoon.com – we’ll replace it or refund you straight away, no hassle.

When will I get my refund? Refunds are processed the same day we approve them and usually appear back on your card/PayPal within 3–7 business days (depending on your bank).

Any other questions? Drop us a message at info@lulmoon.com – we’re real people and we’re here to help ♡

Team Lulmoon