FAQs

FAQs

At Lé Luna we try to make everything really simple and easy to understand, but sometimes you still might need a little bit of help. Remember, we would love to hear from you so if you have a query that is not answered here, don’t hesitate to contact our friendly customer service on 0203 322 7978, info@leluna.co.uk or Live Chat and they will be more than happy to assist you with any questions you may have.

ABOUT US

We founded our business in 2009 and set up our HQ in the vibrant beauty capital of London. Since then we expanded into Europe and we became an established retailer for premium and high quality beauty products. Today we stand as a global brand happy to have served thousands of satisfied and returning customers worldwide.

Lé Luna is based in the heart of London, with the Lé Luna team working side by side with our warehouse and customer support team. Everything is shipped from here, so that we have a finger on the pulse of our business everyday.

We utilise a broad selection of physical and electronic security devices and methods to safeguard your payment data and personal information. Every one of our partner payment providers are compliant with PCI, and we encrypt all information prior to Secure Sockets Layer (SSL) protocol transmission.

Lé Luna is an exclusive online store for your beauty desires. Without a physical store, we can give you the best possible prices, products and deals.


ORDERING

There are three ways you can get in touch: by email at info@leluna.co.uk, on the phone at 0203 322 7978, or via Live Chat. Our customer service team are ready and waiting to provide you with knowledgeable, friendly assistance.

In the unlikely instance that we experience technical difficulties, please get in contact by calling us at 0203 322 7978 and we will be more than happy to help.

Absolutely not! Here at Lé Luna, we believe that what you see is what you get. Every price displayed here is VAT-inclusive. There won’t be any unpleasant surprises here!

After completing our simple and safe checkout process, you will be given a nine digit order reference, and the email you used to order will receive a confirmation email and SMS message soon after. Your orders will be logged in the dashboard’s member’s area section, which you can access by logging in.


PAYMENT

We provide a broad array of payment choices, so that you can pay as suits you. These include Credit or Debit Card, PayPal, Bank Transfer and cheque. In terms of cards, we currently accept Solo, Visa, Visa Electron, and MasterCard. Click here to find out more.

Yes, this option is available if you would prefer to make a payment over the phone or enquire about more information. We’re determined to make sure you are as a comfortable as possible, so there’s always a real person ready to speak to you. Additionally, we offer support in more than eleven languages. Please call us at at 0203 322 7978.


DELIVERY

We provide international delivery to more than sixty countries around the world. To find out if we deliver to you, take a look at our delivery page and find your country on the dropdown menu.

We only put our trust in the absolute best delivery options, to make sure that our customers’ orders are at their door with speed and security. In the UK we work with Royal Mail, the most trusted and recognised deliverers. With the Royal Mail Tracked service, if you order before 4pm on weekdays, you can get your parcel the next day.

If delivering to the UK, there are three options:

  1. Royal Mail Special Next Day Delivery Guaranteed by 1pm
  2. Royal Mail 1-2 Working Days
  3. Royal Mail 3-5 Working Days

If delivering to outside of the UK, there are two options:

  1. Royal Mail International 7-10 Working Days
  2. UPS Express 1-3 Working Days

For orders made before 4pm, we work to get your parcel out the warehouse and on its way to you on the same day. You will get an email letting you know when it has been dispatched, and you can watch you order’s progress with the provided tracking code.

The Royal Mail Special Next Day, Royal Mail International, and UPS Express methods require signature on delivery, while Royal Mail 3-5 Working Days and Royal Mail 1-2 Working Days do not. If you are not available when it is delivered, the company will leave a calling card to rearrange as well as trying again the next day.

You can track your order using the unique tracking number you’re given when your order has been dispatched from our warehouse. Please visit our delivery page to enter your tracking number.


RETURNS

At Lé Luna we are proud of providing products and service of high quality. However, if for any reason you want to send something back, just get in touch via our contact methods and let us know your reasons for wanting to return it. We will guide you through the simple returns process, and address any problems you might have experienced. We have a 30-day, hassle free return policy.

The original method of payment will receive a refund. When we receive your returned item, we will let you know, and, your refund will swiftly be processed. It depends on your card issuer and your bank, but typically you should expect the money to arrive within 3-5 working days.

Please get in touch as soon as possible when you realise an item is faulty, as our friendly customer service team are eager to help you. Just get in contact on the phone at 0203 322 7978, email through info@leluna.co.uk or Live Chat.


SECURITY

Lé Luna places the utmost importance in your security. We use the most up-to-date 256-bit SSL encryption technology, to be absolutely certain that your transactions, including with credit cards, are protected and safe. Checkout.com exclusively provides our card payment software, for 100% security.

A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. We use them to provide you with customised service and product suggestions, as well as to add products to the basket. If you want to find out more, please read our cookie page.

No, it will not be passed on to anybody else - we only take your email to communicate with you directly.