Why is my order delayed in dispatch?
Occasionally, our deliveries may be delayed by 1-2 days due to the possibility of unexpected errors during the handmade production process. As a result, we may need to redo some items, which can cause a delay in shipping. We hope for your understanding.
Why hasn’t the shipping status changed?
There is usually a delay of several hours or even a day for the carrier to update the status. For example, your package may have already arrived at its destination, but the status still shows that it just shows as clearance processing completed. This is a common occurrence. Please be patient and keep an eye on the shipping updates.
If I have some questions about the custom product before placing an order, how can I contact you promptly?
You can send email to hi@lunafog.com
Can I return the item and get a refund?
If the item you purchased is not a personalized custom product and is in the same condition as when you received it, without any damage, you can contact us within 14 days of purchase via support@lunafog.com to request a return and refund. We will arrange the refund as soon as possible, but you will need to send the item back to us at your own expense. If the item you received has a quality issue, we will cover the shipping cost.
Additionally, if the item is a personalized custom product, such as those with your personalized text and designs engraved or printed, we do not support returns or refunds for such items.