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FAQ

Below you will find answers to the most common questions regarding laluna and our web page.

What if I need to change or cancel my order?
We process our order immediately, so once an order is placed or ships we will be unable to make changes. If you need to make changes to your order please send our customer service an email right away including your order number and full name in your request. Always ensure your shipping address is correct. Any order with an invalid address will be automatically returned and cause a delay in delivery time. If you have entered an incorrect delivery address, please contact customer care.

What happens if I get a damaged or wrongly packaged order?
All of our products have been quality controlled. However, if you discover any manufacturing fault in your item please send us an email and include your order number, the faulty item’s name and number, and a photo of the fault before returning. Products can be sent back to our office and any shipping charges are on us. We will do everything we can to correct our mistake.

Please note that wear and tear is not considered a manufacturing fault.

Can I return or exchange my purchases?
We want you to be fully satisfied with your purchase from us. If you need to return an item, please note that all items must be returned in the condition that they were received—UN-USED in ORIGINAL PACKAGING.

If these conditions above are met, and the item is in perfect resalable condition, you can return regular priced merchandise within 10 business days from the day you receive the goods for store credit, we do not refund shipping charges. When you return or exchange your order, you must cover shipping charges.

Can I refund my purchase if I end up not liking it?
Sorry, we do not accept refunds unless it is a manufacturing fault.

Every product we send out is initially quality controlled, however if you have received a product with a manufacturing fault we will happily replace it as long as it has been returned within 10 days of purchase. You will be provided with the right order or a refund, depending on your wish. An email with all the details of the fault has to be sent firstly before the item got shipped back to us. Any return item received by us without an email notice will not be accepted.

Please note that wear and tear in the course of normal use is not considered a manufacturing fault.

Can I return a sale item?

All items purchased on sale are final sale and cannot be returned or exchanged.

How much do you charge for shipping?
Orders within Indonesia will be a flat rate of USD 3.
International order shipping will be a flat rate of USD 20.
Shipping costs will be added to your total during checkout.

What is the delivery time?
Laluna delivers products domestically using JNE (Indonesia) and internationally using TNT International with tracking number.
All orders are dispatched within 2 business days and estimated shipping times for Standard Airmail are as follows:

Indonesia: 2 – 7 business days
International: 7 – 20 business days

What currency are your prices in?
All products listed are in US Dollar.
We provide currency converter to Australian Dollar and Indonesian Rupiah that will help you to get an estimation.
However, your order needs to be paid in US Dollar.

If I am based in Indonesia, can I pay in Indonesian Rupiah?
Yes, we do offer you to have your total order manually converted from USD to IDR by us. Simple steps – once you have finished your order, send us an email to sales@lalunabali.com with a subject of [Order No – Convert to IDR]. When you have received our reply that consists of your total order in Indonesian Rupiah, you can proceed your payment through Bank Transfer. Make a note on our bank account detail listed on your checkout.

How do I pay for my purchase?
There are several payment options available on our site. We accept PayPal and Bank Transfer.

How can I use a voucher/code?
After you have added your items to your cart, please select to proceed to checkout. You will have the option to add your discount code or promo code to your order. Please bear in mind, only one discount code can be redeemed per order.

How do I contact your press and media relations team?
For all press and media relations enquires, please contact our team using sales@lalunabali.com. You can also use this email address to enquire about our extensive press sample loans service for journalists and stylists.

Do you offer a wholesale discount for bulk buying?
Yes, we do offer wholesale. Contact us at sales@lalunabali.com and our team will assist you from there.