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My order has been finalised, but I have yet to receive the order summary. What should I do?
It might be that the order confirmation mail did not reach you due to the e-mail being blocked by a spam-software or a typo in the e-mail address. You may check the status of your most recent order(s) by visiting our Track order page and entering your order number and billing postcode. This is the easiest and fastest way to get the most current information regarding your Luna MicroCare Online orders.
Please note: some carriers may not have tracking information available for up to 24 business hours after the order is shipped.
For time-sensitive requests, such as order cancellations or address changes, please contact us.

What should I do if I think my order may have been lost?
If you think your order may have been lost, we advise that you check the status of your most recent order(s) by visiting the Luna MicroCare Track order page and entering your order number and billing postcode. This is the easiest and fastest way to get the most current information regarding your Luna MicroCare Online orders.

Please note: some carriers may not have tracking information available for up to 24 business hours after the order is shipped.

If you suspect that your order has been lost, please contact us.

Is it necessary to register with a Luna MicroCare online account in order to purchase products?
Orders can be placed on lunamicrocare.com without having registered for a personal account. However, Luna MicroCare recommends registering due to the various benefits this provides to clients. Furthermore, placing an order via a registered account allows orders to be tracked and order history to be viewed, as well as swift future orders which will not require the re-entering of personal details.

Am I able to change my shipping address once an order has been placed?
Should you wish to alter your order once it has been submitted via our website, please feel free to contact us immediately. Kindly bear in mind that orders from Luna MicroCare are fulfilled in a timely manner and may have already shipped.

Am I able to cancel my order?
Should you wish to alter your order once it has been submitted via our website, please feel free to contact us immediately. Kindly bear in mind that orders from Luna MicroCare are fulfilled in a timely manner and may have already shipped.

Is there a set limit to the number of Luna MicroCare products I can purchase online?
You may order as much as you like, however, for wholesale please contact us. Luna MicroCare reserves the right to subject all orders to review prior to purchase completion.

Am I able to change my credit card once my order has been placed?
Unfortunately, we are unable to allow changes to credit card information once an order has been placed.

Should you wish to cancel or request a refund for an order, do not hesitate to contact us.

How can I check my Luna MicroCare order status?
You may check the status of your most recent order(s) by visiting our "Track Order" page and entering your order number and billing postcode. This is the easiest and fastest way to get the most current information regarding your Luna MicroCare Online order(s).

Please note: some carriers may not have tracking information available for up to 24 business hours after the order is shipped. For time sensitive requests, such as order cancellations or address changes, please contact us.

How can I alter an order that has just been placed?
Should you wish to alter your order once it has been submitted via our website, please feel free to contact us immediately. Kindly bear in mind that orders from Luna MicroCare are fulfilled in a timely manner and may have already shipped.

Is there any way of ascertaining whether my requested order is on backorder, or will be delayed?
Luna MicroCare consistently strives to ensure swift and efficient services, no matter where in the world you might be. While we do not foresee any delays, it does occasionally happen that demand exceeds supply, and an out-of-stock situation occurs. Should this affect your order in any way, you will be contacted by email or phone by a Client Services advisor, who will explain the issue in full. 

Is it possible to purchase products online that are no longer available in sale points?
Luna MicroCare understands how precious our products are to our clients and how our clientele returns to favourite products over many years. As Luna MicroCare is constantly looking to offer products which blend luxury with innovation, changes and updates to such cherished products are an inevitable part of the Luna MicroCare approach, in order to ensure the most effective formulas. Naturally, this means that, on occasion, certain beloved products may no longer be available at select sale points. However, these products may be available for purchase online.

How do I place an order via the Luna MicroCare website?
You can place an order by clicking the "add to cart" button next to any product you wish to purchase. Once you have added all the products you wish to order into your cart, click the shopping bag icon at the top right corner of each page to begin the checkout process. The site will guide you through each step to ensure your order arrives promptly. If you need assistance with your order, please contact us.

My Luna MicroCare order has not arrived. What should I do?
Your satisfaction is our utmost concern. While most parcels arrive on time, there can be the occasional delay. Very rarely, the tracking may show as "delivered" when in fact you have not received your parcel. If you believe this is the case with your order, we suggest that you:

- Check if someone else at your address has accepted it.

- Check if an attempted delivery notice has been left in your letter box.

- Use the delivery confirmation and tracking number sent by email to contact the courier.

You may also contact us to obtain confirmation of shipping or information on the shipping status.

Am I able to track the progress of my Luna MicroCare order?
You may check the status of your most recent order(s) by visiting our "Track Order" page and entering your order number and billing postal code. This is the quickest, easiest way to access the very latest information on your lunamicrocare.com orders.

You can also obtain the latest delivery status by checking your delivery confirmation email and enter the tracking number on the courier’s website.

If time is of the essence, for example in the case of an order cancellation or address change, please contact us directly.

Why has my order been cancelled?
Occasionally, orders or parts of an order are cancelled by the internal Luna MicroCare system for various reasons. Luna MicroCare would ask you to note that some of the more usual reasons for cancellation include:

  • Item(s) not available
  • Inability to process payment information
  • Cannot ship to address provided
  • Duplicate orders placed
  • Cancelled at the customer's request.

Should there be any issue with your order, you will be contacted by email or phone and one of our customer service team will explain the reason for the cancellation. Please rest assured that you will not be billed for any cancelled items. Should you have any questions regarding these issues, please do not hesitate to contact us.

What should I do if my shipment or product arrived in a damaged state?
While we do our best to pack and ship your item with the utmost care, there may be times when an item is damaged in transit. When your order arrives, please take a few moments to inspect the carton for any damage. Kindly bear in mind that it is normal for the outer carton to show some wear. However, if an item inside your shipment is damaged, we invite you to read our Return Policy for details or contact us directly.

Is there a set limit to the number of Luna MicroCare products I can purchase in one day?
There is no limit to the number of your order until our stocks last. However, for wholesale inquiries, please do not purchase online and contact us. This is to ensure full and consistent client protection. Should you have any questions, concerns or need for further information regarding this policy, we invite you to contact us. Please bear in mind that all orders are subject to review prior to processing and completion. 

Am I able to change my billing address ?
If you wish to make any alterations regarding a registered billing address, please be advised that personal and delivery information can be modified via your Luna MicroCare account. Simply click on the “My Luna MicroCare Account” icon, located in the menu at the top of the website, then on “Sign in”. Once your email address and password have been submitted and you have successfully logged in, you will be able to click on “Address” where information can be deleted or modified accordingly.

If I am able to send an item to my shopping cart, does this mean the selected items are currently available?
Please be aware that products listed on our website are subject to availability. Should you order a product that is currently unavailable, you will an email notification informing you of the unavailability of the product. In such an instance, your order not be processed and you will not be charged.

Is my order history viewable?
Luna MicroCare keeps your order history archived for your convenience. You may access it at any time by simply clicking on the "My Luna MicroCare Account" icon in the menu at the top of the page, signing in with your email address and password, and clicking on "Order History" in the "My Orders" section. If you are not a registered user, kindly contact us directly.

How may I obtain assistance or advice regarding my online order?
Luna MicroCare strives to offer a seamless ordering experience via the lunamicrocare.com website. However, if you require additional assistance with your online order, do not hesitate to contact us at your earliest convenience.

Am I able to change my shipping address ?
Should you like to change your order once it has been submitted online, please contact us immediately since all orders are filled on a very timely basis. If you need to make any alterations regarding a registered shipping address, please be advised that personal and delivery information can be modified via your Luna MicroCare account. Simply click on the “My Luna MicroCare Account” icon, located in the menu at the top of the website, then on “Sign in”. Once your email address and password have been submitted and you have successfully logged in, you will be able to click on “Address Book” where information can be deleted or modified accordingly.

What should I do if there is an error with my received order, or if I receive the wrong products?
Please accept our apologies for any inconvenience caused by an incorrect order. We invite you to read our Return Policy for further details on how to rectify your order. If you have further questions, feel free to contact us directly.

What is the average time taken to ship an order?
Once our team have carefully processed your order, we ship it according to your instructions. If sent via standard shipping, it will take approximately one business day, depending on the destination. For deliveries to remote areas, kindly bear in mind that shipping may take longer.

Will I receive a receipt for my online Luna MicroCare purchase?
For every order placed on lunamicrocare.com you will receive an order confirmation by email. Should you wish to obtain a receipt, please contact us.

Am I able to change the shipping addresses on my Luna MicroCare account?
Client convenience is paramount at Luna MicroCare. As such, you can save multiple shipping addresses via your registered account. Simply click on the “My Luna MicroCare Account” icon, located in the menu at the top of the website, then on “Sign in”. Once your email address and password have been submitted and you have successfully logged in, you will be able to click on “Address Book”, where information can be deleted or modified accordingly.

How long does a Luna MicroCare online order take to process?
Orders are processed and shipped on business days only (Monday through Friday, excluding major holidays). Orders placed on Saturday and Sunday will be processed the following Monday. Orders will be processed the same day if received by 1.00 PM.

Once an order is placed, shipping takes approximately a business day based on the destination if ordered before 13:00. Deliveries to remote areas might result in a longer shipping time.

Why has my credit card payment has been rejected?
In order to protect your security and privacy, your bank is not able to provide Luna MicroCare with information regarding why your payment may have been declined. As a result of this, in order to solve any payment issues, Luna MicroCare must request that should you experience such issues, you should contact your bank directly. 

Should you wish to try again with a different card, or confirm your details are correct by retrying your current card, please feel free to place a new online order.

Why is my credit card payment not being processed?
There are several reasons why your credit card payment may have been declined. However, these are the most common:

1. You have entered an incorrect address, incorrect postcode, or an address that is not directly associated with the credit card you are trying to use. You may have misspelled your address or put your address information on the incorrect line. Please ensure you have checked your billing information in full to check it is 100% accurate.

2. You have entered your credit card information incorrectly. Please be sure to double check the information and ensure it has been entered accurately.

3. The limit on your card has been exceeded due to other purchases previously completed. Please contact your credit card provider or bank to extend the limit should this be the case.

 
How should I proceed if my payment is declined ?
If your online payment has been declined, Luna MicroCare recommends that you contact your bank directly. For any other questions, please do not hesitate to contact us

How does Luna MicroCare apply taxes?
Please note that VAT is included in the prices shown on lunamicrocare.com and will be shown separately on both your order confirmation and your invoice.

How can I be assured that my credit card and personal data is secure?
Luna MicroCare is committed to protecting your personal data, and keeping it safe and secure is of the utmost importance to us. Luna MicroCare takes steps to ensure that your personal data is protected against unauthorized or unlawful processing as well as against accidental loss, damage, destruction, or disclosure, and we limit access to your personal data to persons who reasonably require access to it, either to provide products or services to you.

To find out more about Luna MicroCare’s data processing activities and security measures, please consult Luna MicroCare’s Privacy Policy. Should you have any questions regarding Luna MicroCare’s Privacy Policy or privacy matters in general, please do not hesitate to contact us using the Contact
Us
 page of our website, where our Client Service team will be happy to assist you further.

 
How can I redeem Luna MicroCare promotional codes?
If you have a promotional code you wish to redeem, please input it during checkout before the payment confirmation is completed and click “Apply”. 

Please note that only one promotional code can be applied per order and per household for the length of promotion, and that each client or household may only redeem one promotional offer for this period also. Should you return the qualifying items, please ensure that the exclusive offer is also returned or you may be charged the full value of the gift. All orders are subject to review prior to processing.

Does Luna MicroCare charge sales tax?
Clients should note that VAT is included in the sales prices.

What payment methods are accepted by Luna MicroCare?
Luna MicroCare currently accepts the following credit cards: Visa, MasterCard, American Express, Maestro, and PayPal. Luna MicroCare does not, at present, accept the following methods of payment: CODs, personal checks, money orders, or gift certificates. Please note that for client security, billing names and addresses must match that of the credit card used for payment. Luna MicroCare reserves the right to cancel any order that does not match these safety criteria.

For further details, please view our Terms and Conditions.

Am I able to place an order by using a bank card that is not my own?
You can place an order with a credit card which is not your own. In these cases, Luna MicroCare requests that you indicate the billing address associated with the card being used, and ensure that the shipping address is entered correctly.

How secure are Luna MicroCare online orders?
Luna MicroCare is committed to protecting the personal data we collect, and keeping your personal data secure is of the utmost importance. Luna MicroCare takes steps to ensure that your personal data is protected against unauthorized or unlawful processing as well as against accidental loss, damage, destruction, or disclosure. Furthermore, we limit access to your personal data to persons who reasonably require access to it in order to provide products or services to you.

To find out more about Luna MicroCare’s data processing activities and security measures, please consult Luna MicroCare’s Privacy Policy. Should you have any questions about Luna MicroCare’s Privacy Policy or privacy matters in general, please do not hesitate to contact us using the contact us page of our website where our Client Services advisors will be happy to assist you.

Is it possible to return an item purchased in a store via the Luna MicroCare website?
Clients are advised that purchases made in-store cannot be returned or exchanged via the Luna MicroCare website. Please consult the sale point you have purchased the item from or Contact Us and speak to a Client Services advisor for further advice.

What is the procedure for returning or exchanging Luna MicroCare products?
Luna MicroCare always aims for complete client satisfaction. However, if for any reason you are not completely satisfied with your lunamicrocare.com purchase, you may submit a return within 30 days of purchase. Please note that only items purchased on lunamicrocare.com with valid and accompanying order information will be accepted for return. Furthermore, final sale items may not qualify for the return. 

Luna MicroCare would like to advise that should you have redeemed a gift with purchase, you are obligated to return the gift along with your qualifying items. Failure to do so may result in your return not qualify for acceptance. If you return a product or products in an order, you must also return any exclusive offer/gift with purchase (GWP) that you may have received with that order, or you will be charged the full value of the GWP.

Please allow 14 business days from receipt of the package for processing. 

All returns should be returned to: lunamicrocare.com

IMPERIAL BIOSCIENCE LTD
BUILDING 3, CHISWICK BUSINESS PARK
566 CHISWICK HIGH RD

LONDON W4 5YA

 
Is it possible for items purchased online to be returned at a Luna MicroCare sale point?
Clients are advised that purchases made via lunamicrocare.com cannot be returned or exchanged in a sale point. Should you require further information on returns, please consult the Luna MicroCare Returns Policy, or contact
us
 and speak to a Client Services advisor for further advice.

How does Luna MicroCare process refunds?
Should your return qualify for a refund, the refund will be issued to the credit or debit card used to place the initial order. You will be refunded the cost of the returned product(s) when the return is received by Luna MicroCare and processed accordingly. Kindly note that shipping costs are non refundable. Should you return a product or products, then you must also return any exclusive offer or gift with purchase (GWP) that you may have received with the order. Failure to do so may result in you being charged the full value of the GWP.

What are Luna MicroCare’s returns and exchange policies?
Please be advised that Luna MicroCare does not offer exchanges. However, the unopened and undamaged purchase can be returned free of charge. Please note that only items purchased on lunamicrocare.com with valid and accompanying order information may be accepted for exchange or return. Please complete the return form included with your shipment and repack the unused portion, in its original packaging and enclose the completed form. Please allow 14 business days from receipt of package for processing. All returns should be returned to: lunamicrocare.com

IMPERIAL BIOSCIENCE LTD

BUILDING 3, CHISWICK BUSINESS PARK

566 CHISWICK HIGH RD

LONDON, W4 5YA

Should my Luna MicroCare product arrive damaged, how might I return it?
We take great care in packaging our products to ensure they arrive safely to you. We apologize if any products get damaged while in transport. 

If you return a product or products in an order, then you must also return any exclusive offer/gift with purchase (GWP) that you may have received with that order or you will be charged the full value of the GWP.

Please allow 14 business days from receipt of package for processing. All returns should be returned to:

Lunamicrocare.com

Attn: Luna MicroCare

IMPERIAL BIOSCIENCE LTD

BUILDING 3, CHISWICK BUSINESS PARK

566 CHISWICK HIGH RD

LONDON, W4 5YA

For additional information on returns and exchanges, please contact us.

 
I have returned my product, but haven’t heard anything from Luna MicroCare.
Kindly bear in mind that you should allow 14 business days from receipt of package for processing. Should additional information on returns and exchanges be required, please do not hesitate to contact us.

Is it necessary to return samples alongside my returned order?
Should you return a product or products, then you must also return any exclusive offer or gift with purchase (GWP and samples) that you may have received with the order. Failure to do so may result in you being charged the full value of the GWP.

Does Luna MicroCare send samples with their orders?
Luna MicroCare believes that it is important for clients to try before they buy. However, we also strongly believe that in order to experience the full benefit and opulence of Luna MicroCare products, it is of the utmost importance that clients should receive the correct samples.

What should I do if my samples are missing from my order?
All samples offered alongside your online purchase are subject to availability. For any issue concerning samples included in your delivery, please Contact Us.

Does Luna MicroCare facilitate international shipping?
Luna MicroCare ships internationally.

How long can I expect for my Luna MicroCare order to arrive?
Fulfilling orders swiftly and efficiently is a key aspect of the Luna MicroCare service. The vast majority of Luna MicroCare orders are processed within 2 hours of receipt, with processing time not including weekends or holidays. Orders are processed and shipped on business days only (Monday through Friday, excluding major holidays). Orders placed on Saturday and Sunday will be processed the following Monday. 

Once an order is placed, shipping takes approximately 1 business day based on the destination if ordered before 13:00. Delivery to remote areas might result in a longer shipping time.

 Can my shipping address be different than the billing address registered with my credit card?
You can select a different delivery address during checkout. Furthermore, options are available for gift wrapping and personal messages, allowing you to elevate your Luna MicroCare purchase to the art of giving.

 Which shipping options are currently available via the Luna MicroCare website?
Lunamicrocare.com is delighted to offer next business day shipping for all orders within the United Kingdom, excluding Northern Ireland and the Channel Islands.

For further information, clients are advised to visit our shipping policy.

What are the Luna MicroCare shipping rates?
lunamicrocare.com currently offers complimentary standard shipping for all orders in the United Kingdom, excluding Northern Ireland and the Channel Islands.

For all rates, please visit our shipping policy.

 Is a signature required for the delivery of my Luna MicroCare order?
Please be aware that, in order to ensure your security, your signature may be required upon receipt of your package, which may differ with different couriers.

 Which destinations does Luna MicroCare currently cover for shipping?
At present, lunamicrocare.com offers complimentary standard shipping for all orders in the United Kingdom (excluding Northern Ireland and the Channel Islands) and EU.

Where does Luna MicroCare ship to?
At present, lunamicrocare.com currently offers complimentary standard shipping for all orders in the United Kingdom (excluding Northern Ireland and the Channel Islands) and EU. Luna MicroCare ships internationally. However, for all rates, please contact us.

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