Frequently Asked Questions

Question 1

How do I contact Customer Experience?

Accepted Answer

You may reach us via email at care@thirteenlune.com Monday through Friday 9 AM to 5 PM (PST)

Question 2

Do I need an account to place an order?

Accepted Answer

You may shop with us as a guest without creating an account

Question 3

Can I cancel or change my order?

Accepted Answer

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.

Question 4

Can I add or remove items from my order?

Accepted Answer

Once your order has been placed, we are not able to modify it, and cannot combine orders or add or remove an item(s).

Question 5

I entered the wrong address. Can this be fixed?

Accepted Answer

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.

Question 6

How much do you charge for shipping?

Accepted Answer

Standard ground shipping with anticipated transit time between three and five 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.Express shipping with anticipated transit time of two to three business days for a flat rate of $20 USD.Please note that fragrances, aerosols, and select cosmetics are restricted to ground-only shipping.

Question 7

Do you offer international shipping?

Accepted Answer

We do not offer international shipping.

Question 8

When will I receive my order?

Accepted Answer

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.

Question 9

How can I track my order?

Accepted Answer

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. 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).

Question 10

What happens if my order arrives and my items are damaged or faulty?

Accepted Answer

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.

Question 11

What if my package is lost or stolen after delivery?

Accepted Answer

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.

Question 12

Do you deliver on Saturday and Sunday?

Accepted Answer

We do not offer Saturday and Sunday delivery.

Question 13

What is your Return Policy?

Accepted Answer

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.

Question 14

Do you charge for return shipping?

Accepted Answer

We charge a flat fee of $7.95 for return shipping which will be withheld from your final refund.

Question 15

Do you offer exchanges?

Accepted Answer

We do not offer exchanges.

Question 16

How do I start a return?

Accepted Answer

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.

Question 17

How long does it take to process my refund?

Accepted Answer

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.

MINI GARDEN TOUR

WITCHY WOO EDP FOR COURAGE & CREATIVITY

PRE-CLEANSE MICRO OIL

HAIR PERFUME DISCOVERY SET

SUN RÆ EDP FOR JOY & HAPPINESS

PRE-CLEANSE MICRO OIL

MAMAJUJU EDP FOR GROUNDING & AWARENESS

MAKEUP SERVICE

F.A.Q’S

Customer Care

Orders

Delivery

Returns and Exchanges