Frequently Asked Questions

Our fulfillment partner continues to make the health and safety of their workforce a top priority by implementing rigorous safety standards in line with all state, county and CDC guidelines. These safety protocols include strict social distancing, mandated PPE use including masks, face shields and gloves; frequent handwashing; increased cleaning schedules; and encouraging team members to stay home when feeling ill.

While we continue to navigate these uncertain times and prepare for a holiday season at home, we remain committed to delivering an extraordinary shopping experience, all while keeping the health and safety of our teams as our top priority. We are taking all necessary steps to ensure your orders are packed and shipped with care and safety in mind. However, our shipping partners continue to experience regional delays due to increased volume this holiday season. We encourage you to place time sensitive orders and gift orders as early as possible or consider selecting express service level at checkout.

Depending on the status of your order, it may be possible to cancel and or update the shipping address or service levels. Kindly note that we are unable to combine orders or add or remove an item(s) from an existing order. If you do need to make any changes to your order, please contact Customer Care immediately and we will do our best to assist you.

If an item is damaged or faulty when delivered to you, please notify Customer Care via phone or email 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.

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 $75 USD before taxes and shipping, and complimentary for all orders of $75 or more before shipping and taxes.
Express shipping with anticipated transit time of two to three business days for a flat rate of $15 USD.

Orders placed Monday through Friday before 1 pm (PST) with express service will be processed and shipped that same day with an anticipated delivery in two to three business days depending upon destination.
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.

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 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 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.

Visit https://returns.thirteenlune.com and enter the email address associated with the order you wish to return and click “Start a Return”. You will then receive an email from which you can access the thirteen lune Returns Center. Once you access the Return Center, please choose which items you wish to return and select the reason for the return.
Once your return is authorized, you’ll receive step-by-step instructions and pre-paid 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. Returns that do not meet our Policy will be returned to you without a refund.

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, however due to COVID-19 health and safety regulations, return processing may be delayed. We appreciate your continued patience while we work to keep our team safe. 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 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.

F.A.Q’S

COVID-19 Inquiries

Customer Care

Orders

Delivery

Returns and Exchanges

Klarna