Shipping policy
Shipping Policy
Last updated: August 13, 2026
At Lunelle, we work hard to process and ship every order as quickly and reliably as possible. Please review this policy carefully before placing your order, as it forms part of our Terms of Service.
Order Processing Time
Orders are typically processed within 1–3 business days after payment confirmation. During periods of high demand, promotions, and holidays, processing times may take up to 5 business days. Orders are processed Monday through Friday, excluding weekends and U.S. holidays. Processing time is separate from, and in addition to, shipping time.
Shipping & Delivery Timeframes
Once an order has been processed and shipped, delivery times vary based on the shipping method selected and the destination.
Estimated delivery times after shipment:
- Express Shipping: 5–7 business days
- Standard Shipping: 7–15 business days
All delivery timeframes are estimates only and are not guaranteed. Delivery may be affected by factors outside our control, including carrier delays, weather conditions, customs processing, address issues, or peak shipping periods. Some items may ship from different fulfillment centers, and orders containing multiple items may arrive in separate packages with separate tracking numbers. You will not be charged additional shipping for split shipments.
Order Confirmation, Notifications & Tracking
You will receive an order confirmation email immediately after purchase. Once your order ships, you will receive a shipping confirmation email with tracking information. Tracking updates may take 24–72 hours to appear after shipment as the carrier scans the package into their system. If you have not received a shipping confirmation within 5 business days of placing your order, please contact us and we will investigate immediately.
Order Changes & Cancellations
If you need to change or cancel your order, please contact us within 12 hours of purchase. Once an order has entered processing or has been shipped, we are unable to modify or cancel it. In that case, please refer to our Refund Policy for return options after delivery.
Address Accuracy
Customers are responsible for providing complete and accurate shipping information at checkout, including apartment or unit numbers. Lunelle is not responsible for orders shipped to an incorrect address provided by the customer. Orders returned to us as undeliverable due to an incorrect or incomplete address may be reshipped at the customer's expense, or refunded minus original shipping costs once the package is received back at our facility.
Lost, Stolen, or Delayed Packages
If your tracking shows no movement for 10 business days, or your package is marked delivered but has not arrived, please contact us within 7 days so we can open an investigation with the carrier. For packages marked as delivered by the carrier, we recommend checking with household members, neighbors, your building's mail room, and your local post office before contacting us. Lunelle is not responsible for packages lost or stolen after the carrier confirms delivery to the address provided at checkout; however, we will always work with you and the carrier in good faith to resolve the situation, including filing a claim or arranging a replacement where appropriate.
Shipping Delays
While we aim to meet the estimated delivery timelines shown at checkout, delays may occasionally occur. Delays caused by carriers, customs, weather, incorrect shipping information, or other circumstances beyond our control do not qualify an order for cancellation or refund while the package remains in transit within a reasonable timeframe. If your order has significantly exceeded the estimated delivery window, contact us and we will make it right.
Customs, Duties & Taxes
In rare cases, shipments may be subject to customs inspection, which can extend delivery times. Any customs fees, import duties, or taxes assessed on a shipment are determined by the destination country's authorities and, where applicable, are the responsibility of the recipient.
Subscription Orders
Subscription orders follow the same processing and shipping timelines as one-time purchases. Customers may manage, pause, skip, or cancel their subscription at any time through the customer portal or by contacting our support team before their next billing date.
Pre-Orders & Backordered Items
If an item is on backorder or pre-order, the estimated shipping timeframe will be displayed on the product page. You may cancel a backordered item for a full refund at any time before it ships.
Questions & Support
If you have any questions about your shipment, please contact our customer support team at thelunellebeauty@gmail.com. We respond to all inquiries within 1 business day (Monday–Friday) and we're always happy to help.