Frequently Asked Questions

How do I contact Customer Experience?

Do I need an account to place an order?

Can I cancel or change my order?

Can I add or remove items from my order?

I entered the wrong address. Can this be fixed?

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.

How much do you charge for shipping?

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.

Do you offer international shipping?

Do you offer guaranteed Holiday delivery?

When will I receive my order?

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.

How can I track my order?

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).

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

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.

What if my package is lost or stolen after delivery?

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.

Do you deliver on Saturday and Sunday?

What is your Return Policy?

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.

Do you charge for return shipping?

Do you offer exchanges?

How do I start a return?

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.

How long does it take to process my refund?

What is Catch?

How do I sign up for Catch?

Select Catch at checkout. You’ll be redirected to Catch to log in or create an account.
To create an account, you’ll need to provide your phone number, name and email and link your bank account. Catch uses Plaid and Teller to link your bank in seconds—you’ve probably done this before if you have Venmo, Robinhood, or have filed your taxes online.
If you already have a Catch account, just verify your phone number and pay.

How does the sign up bonus work?

Are there any restrictions to my Catch credits?

How will I redeem my Catch credits?

Your credits will automatically be applied when you shop with us again and pay with Catch. You can also manage your credits at any time by logging into your Catch account.
If you’d like to share the love, simply select “share as gift” in your Catch account to gift your credit to a friend so they can use it towards something special at Thirteen Lune.

I can’t find Catch at checkout. Where is it?

If you are having trouble finding Catch at checkout in order to make a purchase or redeem credits, one of two things might be happening:

You are in ShopPay:
ShopPay sometimes automatically redirects users to it without giving you a choice of payment method. If you notice you are in ShopPay, just scroll to the bottom and click "Check out as guest". That will allow you to input your shipping information and select Catch as a payment method on the last step of the flow.

You have a gift card in your cart:
Unfortunately, you can't use Catch to buy gift cards. If you have one in your cart, Catch won't appear as an option at checkout. Feel free to reach out to us at care@thirteenlune.com and we will be happy to assist you further.

What is 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. *CA resident loans made or arranged pursuant to a California Finance Lenders Law license. Monthly financing through Klarna issued by WebBank, member FDIC

How do I use Klarna?

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.

What products are not eligible for purchase using Klarna?

What if I get declined from using Klarna?

How do I find out more information about refunds?

How can I contact Klarna?

F.A.Q’S

Customer Care

Orders

Delivery

Returns and Exchanges

Klarna