Order FAQ

ORDER INFORMATION

Placing and Managing Orders

How do I place an order via the Luna Microcare website? 

You can easily place an order by clicking the "Add to Bag" button next to any product you wish to purchase. After selecting all your desired items, click on the shopping bag icon at the top of the page to start the checkout process. Our website will guide you through each step to ensure timely delivery. Should you need any assistance, please don't hesitate to contact us.

Is it necessary to register with a Luna Microcare online account to purchase products?

No, you can place an order without registering for an account. However, creating an account allows you to enjoy various benefits, including the ability to track your orders, view your order history, and save your details for faster checkout in the future.

Can I change my order details or cancel my order once it's been placed?

If you need to make any changes to your order or shipping address, please contact us immediately. Since orders are processed promptly, changes may not be possible if the order has already shipped.

Can I change my credit card once my order has been placed?

Unfortunately, we cannot alter credit card information once an order is placed. However, if you need to cancel or request a refund, please reach out to us for assistance.

Is there a limit to how many Luna Microcare products I can purchase online?

There is no limit as long as our stock lasts. For wholesale inquiries, please contact us directly to ensure the best service, rather than placing a large order online.

Tracking and Delivery

How can I check my Luna Microcare order status?

You can check the status of your order by visiting our "Track Order" page and entering your order number and billing postcode. Royal Mail will also send you automated tracking updates via email.

What is the average time taken to ship an order?

We process and ship orders on business days (Monday to Friday). Most orders are shipped within 1-2 business days via Royal Mail's 24-hour service. However, delivery to remote areas may take longer.

My order has been finalised, but I haven't received the order summary. What should I do?

If you haven’t received a confirmation email, it may have been blocked by spam filters or there may have been a typo in your email address. Please contact us, and we’ll be happy to assist you.

Will I receive a receipt for my online Luna Microcare purchase?

An order confirmation will be sent to you via email for every purchase. If you require a formal receipt, please get in touch with us.

Is there any way of knowing if my order is on backorder or delayed?

While we strive to ensure prompt delivery, delays may occasionally occur due to high demand. If this affects your order, you will be contacted by a Client Services advisor via email or phone.

Issues with Orders

What should I do if I think my order may have been lost?

If you suspect your order is lost, please check the status by visiting the "Track Order" page with your order number and billing postcode. For further support, feel free to contact us.

My Luna Microcare order has not arrived. What should I do?

If the tracking shows "delivered" but you haven’t received the parcel, kindly check if someone else at your address has accepted it, or look for an attempted delivery notice. You may also contact the courier directly or reach out to us for assistance.

What should I do if my shipment or product arrived damaged?

We take great care in packing and shipping your order, but if your item arrives damaged, please refer to our Return Policy or contact us directly for support.

What should I do if there is an error with my received order or if I receive the wrong products?

We sincerely apologise for any inconvenience caused by an incorrect order. Please review our Return Policy for details on how to resolve the issue, or contact us directly for assistance.

Modifying Account and Address Information

Am I able to change my shipping address?

Yes, if you need to change your shipping address, please contact us immediately. You can also update your address details by logging into your Luna MicroCare account and visiting the "Address Book" section.

Am I able to change my billing address?

Billing information can be updated in your Luna MicroCare account. Simply log in and modify the address in the "Address" section.

Product Availability and Policies

If I am able to add an item to my shopping cart, does this mean it’s available?

Products displayed on our website are subject to availability. If an item is unavailable after your order has been placed, you will be notified by email, and your order will not be processed or charged.

Is my order history viewable?

Yes, registered users can view their order history by logging into their account and accessing the "Order History" section. If you are not a registered user, please contact us for assistance.

PAYMENT

RETURNS

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 is dedicated to ensuring complete client satisfaction. If you are not entirely satisfied with your purchase, you may submit a return within 28 days of the purchase date.

Please be aware that only items purchased on www.lunamicrocare.com with valid and accompanying order information will be accepted for return. Additionally, final sale items are not eligible for return.

To be eligible for a return, items must be new, unused, unopened, and with all security seals still attached. Returns that do not meet these criteria will not be accepted and will be sent back to the customer.

All returns should be sent to: IMPERIAL BIOSCIENCE LTD
BUILDING 3, CHISWICK BUSINESS PARK
566 CHISWICK HIGH RD
LONDON W4 5YA

If you have redeemed a gift with purchase, you are required to return both the gift and the qualifying items. Failure to do so may result in your return being ineligible for acceptance. Any exclusive offers or gifts with purchase (GWPs) received with your order must also be returned, or you will be charged the full value of the GWP.

Refunds to your card may take up to 10 business days to process, depending on your bank’s processing time. This duration can vary significantly between card issuers, and we have no control over it.

For any complaints or concerns about the service received or a product purchased, please contact us at info@lunamicrocare.com, and we will do our best to assist you.

Please note that we monitor the number of returns made by customers. Excessive returns may be flagged and could result in the refusal of future returns or the closure of your Luna Microcare account. 

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 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 return all eligible items to:
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 apologise 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 return the items to:
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.

SAMPLES

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 our 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.

SHIPPING

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.

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 1-2 business days 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?
We are 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.