You may reach us via email at care@thirteenlune.com Monday through Friday 9 AM to 5 PM (PST)
Orders
You may shop with us as a guest without creating an account
It may be possible to cancel your order if it has not yet been processed by our Fulfillment Team. If you do need to cancel your order, please contact customer care at care@thirteenlune.com. We are available Monday to Friday from 9 AM PST – 5 PM (PST), and we will do our best to assist you.
Once your order has been placed, we are not able to modify it, and cannot combine orders or add or remove an item(s).
It may be possible to update the shipping address if your order has not yet been processed by our fulfillment team. Kindly note that during the Holiday Season our fulfillment partner works extremely efficiently to ensure your order is processed in a timely manner. We will do our best to assist you, but we are not responsible to refund or replace an order shipped with an incorrect shipping address. Please do check and confirm the address details prior to completing your order on our checkout page. If you do need to make any changes to the shipping address, please contact customer care at care@thirteenlune.com. We are available Monday to Friday from 9 AM PST – 5 PM (PST).
Once your order is placed, it is not possible for our care team to edit the billing address.
Delivery
We are pleased to offer two service levels with our preferred shipping partner DHL.
Standard ground shipping with anticipated transit time between five and eight business days for a flat rate of $7.95 USD for orders less than $50 USD before taxes and shipping, and complimentary for all orders of $50 or more before shipping and taxes.
Expedited shipping with anticipated transit time of three to five business days for a flat rate of $15 USD.
We do not offer international shipping.
We recommend placing any Holiday gift orders by December 9, 2022, to ensure delivery before December 24, 2022.
Orders placed Monday through Friday before 1 pm (PST) with expedited service will be processed and shipped that same day with an anticipated delivery in three to four business days depending upon destination and carrier volume during the Holiday season.
Orders placed Monday through Friday with standard service will be shipped within 24 hours of placing the order with an anticipated delivery in five to eight business days depending upon destination and carrier volume during the Holiday season.
Once your order is shipped by our fulfillment partner, you will receive a shipment confirmation email with the tracking details to the email address associated with your order. You may also track the delivery status along the way by using the DHL portal https://ecommerceportal.dhl.com/track/. Our customer care team is also available to answer any questions about your delivery and can be reached via email at care@thirteenlune.com Monday to Friday from 9 AM PST – 5 PM (PST).
If an item is damaged or faulty when delivered to you, please notify customer care as soon as possible to request an exchange or refund. Damaged or faulty items are eligible for exchange or refund up to 30 calendar days from your order ship date. If the item is still in your possession beyond 30 calendar days from your order ship date, your exchange or refund may be declined at the sole discretion of Thirteen Lune.
In the event your package is lost in transit, please contact customer care as soon as possible and we will do our best to resolve the issue and locate your delivery, or arrange for a replacement or refund. In the event your package is stolen after the carrier marks and confirms delivery, neither Thirteen Lune nor the carrier will be liable to offer a replacement or a refund for the value of the order.
We do not offer Saturday and Sunday delivery.
Returns and Exchanges
We love the products we offer but if something just isn’t for you, we are pleased to accept returns on eligible items for a flat return shipping fee of $7.95 USD. Eligible items are those items not marked as final sale and must be received unused, unopened and undamaged within 21 calendar days of your order ship date for a full refund to the original payment method. Returns that do not meet our policy will be sent back to you without a refund. Kindly note that shipping charges are non-refundable.
We charge a flat fee of $7.95 for return shipping which will be withheld from your final refund.
We do not offer exchanges.
Please email care@thirteenlune.com to start a return. Please include your Order ID, the item(s) you wish to return and the reason for your return.
Once your return is authorized, you’ll receive a USPS shipping label via email. Securely pack the item(s) in its original packaging. Drop off your package at your local USPS as soon as possible to ensure your item(s) arrive at our warehouse no later than 21 calendar days from your original order ship date.
Returned item(s) are inspected closely before returning to our inventory for quality control purposes. During this time, your return is considered in progress.
Once your item(s) have been received and accepted, your refund will be issued. Our team typically processes returns within three business days of the delivery date. Once processed, refunds may take up to ten business days to reflect on your account due to the various processing times between payment providers.
Klarna
Klarna is an alternate payment method that allows you to split your purchase into 4 interest-free payments. To use Klarna to pay for your purchase, choose Klarna in the checkout. Your purchase will be split into 4 interest-free payments. The first installment will be taken from your credit or debit card when your order is shipped. The remaining three payments will be automatically charged to your card 14, 28, and 42 days later. Read more here.
If your bag is eligible for 4 interest-free payments with Klarna, you will be able to select Klarna as a payment method during checkout. After your order is shipped, you will be charged for the first quarter of the total amount. Klarna will send a notification once the payment has been processed. You will be informed ahead of time before the next payments.
Klarna is not available on purchases of gift cards or e-Gift cards and may be unavailable on additional products. If your order contains gift cards and other eligible products, you will need to purchase your gift cards separately.
You can use an alternate payment method to complete your purchase. To use Klarna for future orders, please reach out to Klarna’s customer service team to discuss options. You can contact them in the Klarna app or at klarna.com. Please note, Klarna may only be available on purchases between $35 and $3,000 USD.
Please note, refunds for Klarna will first be refunded from Thirteen Lune to Klarna, and then to you. We cannot provide an exchange or cash refund. Read more about refunds here.
If you have a question about your Klarna account, please contact Klarna via chat 24/7 here or phone at 844-KLARNA1 (844-552-7621) Monday through Friday 9 AM to 6 PM (EST).
