Frequently Asked Questions ☾

How do I pay for my order? accepts the following payment methods:

Paying with a credit/debit card through Shopify Payments

  • Visa
  • MasterCard
  • Discover
  • American express
  • Paypal

How much is the minimum order value?

There is no minimum purchase order value.

How long will delivery take?  

Once your order is received, the standard delivery time is generally between 4-10 business days. Express orders placed before 12 noon Pacific Time Mondays to Fridays, will be delivered the next business day. For orders placed after 3:00 p.m, you can expect a delay of one business day.

Can you tell me more about express shipments?

Express orders are delivered from Monday to Friday, except holidays.
Rush orders can only be delivered to a home or work address. Express shipments are not available for pickup locations.

How do I know you have received my order?

After completing your order, you should receive a confirmation email.

Can I cancel my order later?

Once the payment has occurred, you cannot cancel your order.
However, once your order has arrived, you may return the package for a full refund.
If you need help returning an order, you can reach our customer service by phone or by email (

Can I order by email, post, or fax?

No, only orders placed through Sempre Luna Online Store are accepted.

What happens if a product is not available in the required size/color?

Please email your inquiry to before purchasing.

How will I know when my order is shipped?

You should receive an email when your package has been sent for delivery, you will receive a shipping confirmation email confirming that your item has been shipped. This shipping confirmation will contain a tracking number that can be used to track the status and progress of your package online. 

What if I am not at home when the package is delivered?

If the delivery person cannot find you at home, you will be notified that a second attempt will be made on a specific date.

Can I change an item?

You can make changes to the products purchased in our online store and you will have 30 days from the date of receipt.
Once you have requested to change an item, we will email you (a period of up to 72 business hours) with a delivery address to where you can send the merchandise.
Keep in mind that the round-trip shipping costs are paid for by the customer.
The product must be sent having not been used, with the ticket included and inside its original packaging.
Please keep the package’s delivery ticket in case you need to track it.
If your product is faulty, please contact our customer service via email (

I have returned an item, how can I get my money back?

Refunds are generally completed within 3-5 days after receiving and QC on your returned package.
Payment by credit/debit card:
The value of the returned merchandise will be credited to your credit/debit card account.
Payment using PayPal:
The value of the returned merchandise will be credited to your PayPal account.

If I didn’t purchase it in Sempre Luna Online Store, can I return it?

Please understand that we can only accept items purchased in the Sempre Luna Online Store.

I want to return a damaged, defective, or incorrect item, what steps should I take?

The legal guarantee of conformity of the products applies to all our products. If an item purchased from the Sempre Luna Online Shop does not meet Sempre Luna’s quality standards, you have the right to make a claim within the legally applicable warranty period. The same applies to items bought at a reduced price.
If your merchandise is defective, the standard returns process is not applicable.
Contact our customer service through our email
We will send you a new return label on the package to send us the defective merchandise.
We can only accept claims for items purchased from the Sempre Luna Online Store.

Can I order an item that’s not in the Sempre Luna Online Store?

Unfortunately, this is not possible.

To which countries does Sempre Luna Online Store deliver?

We currently offer Worldwide online sales.Those items for shipment to countries outside of the U.S. may be subject to taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.

Can you send me a catalog?

Sempre Luna products are only available for online viewing. Unfortunately, we are unable to send you a printed version.

How to redeem a voucher?

You can redeem your voucher in the shopping cart. Use the coupon field to enter your coupon code, and click “Redeem”. The coupon code and discount will now appear in your shopping cart. You cannot redeem more than one coupon code for the same order.
Unfortunately, we cannot include the details of your coupon code/promotion code in your order. We kindly ask for your understanding in this matter.