FAQs
Here you'll find answers to the questions we get asked most. If yours isn't covered, drop us a line at support@lunova-fashion.com.
How long does delivery take?
Orders are processed within 1–3 business days (Monday–Saturday), followed by 6–10 business days in transit. Total delivery time is 7–13 business days. You'll receive a tracking number by email once your order is dispatched. For full details, see our Shipping Policy.
What does shipping cost?
Shipping is free on all orders over €60 (Ireland) or £50 (UK). For orders below that threshold, a flat delivery fee of €4.95 (Ireland) or £3.95 (UK) applies. See our Shipping Policy for full details.
Where do you deliver?
We currently deliver to the Republic of Ireland and the United Kingdom (England, Scotland, Wales, and Northern Ireland).
Where do orders ship from?
Lunova Fashion is operated by Novus Invictus LLC, a company registered in the United States. To keep our pricing competitive, we work with an international network of fulfilment partners, so your order may be dispatched from a warehouse outside the EU and UK. Final delivery to your door is handled by An Post (Ireland) or Royal Mail (UK), with full tracking included. More details in our Shipping Policy.
How do I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. You can follow your package on our website or through the carrier's tracking portal (An Post for Ireland, Royal Mail for UK). Allow 24–48 hours after shipment for tracking to become active.
What size should I order?
Each product page has a detailed size guide showing measurements in both centimetres and inches, so you can compare against a piece you already own. Some of our styles run a little small, so we'll flag this directly on the product page when it applies. Not sure between two sizes? Email support@lunova-fashion.com with the style and your usual size, and we'll give you an honest recommendation.
What is your return policy?
You have 30 days from delivery to request a return. Items must be unworn, unwashed, and in their original condition with all tags and packaging intact. No restocking fees apply. Refunds are processed to your original payment method within 13–22 days of your return arriving at our warehouse. Read our full Refund Policy.
How do I start a return?
Email support@lunova-fashion.com with your order number and reason for return. We'll send you a return authorisation and the correct return address. Please don't send items back without approval first.
Can I exchange an item?
Yes. You can exchange for a different size, colour, or product within 30 days of delivery. Once we receive and inspect your original item, the replacement ships free. Email support@lunova-fashion.com to get started.
What if my item arrives damaged or is the wrong product?
Contact us within 48 hours of delivery at support@lunova-fashion.com with your order number and clear photos. We'll arrange a free replacement or a full refund (including your original shipping fees) at no extra cost to you.
Can I cancel my order?
Orders can be cancelled within 24 hours of placement for a full refund. After that, the order is likely already being processed and you'll need to follow the return process once it arrives.
What payment methods do you accept?
We accept Visa, Mastercard, Apple Pay, Google Pay, and Shop Pay. Irish orders are processed in Euro (€) and UK orders in British Pounds (£). All transactions are SSL-encrypted and processed through PCI-compliant gateways, so your card details are never stored on our servers. See our Payment Policy for full details.
How long until I get my refund?
Once your return is received and approved, refunds are processed within 7 business days to the original payment method used at checkout, including any VAT paid. Your bank may need additional time to post the credit.
Will I have to pay customs or import fees?
Because your order may be dispatched from a warehouse outside the EU and UK, customs or import VAT may occasionally apply on delivery. For Irish customers, Revenue or An Post may charge import VAT and a small handling fee. For UK customers, HMRC or Royal Mail may charge UK VAT and a handling fee. These charges, when they apply, are not included in your checkout total and are the responsibility of the recipient. Full details in our Shipping Policy.
My tracking says "Delivered" but I don't have the package. What should I do?
Please check with neighbours, household members, and any sheltered spots around your door. If you still can't locate it, contact your local An Post (Ireland) or Royal Mail (UK) office. If the carrier confirms it's lost, get in touch with us and we'll resolve it.
What are my consumer rights?
UK customers have statutory rights under the Consumer Rights Act 2015, including the right to a refund, repair, or replacement for faulty goods. For independent advice, visit Citizens Advice. Irish customers have statutory rights under the Consumer Rights Act 2022 and the EU Consumer Rights Directive. For independent advice, visit the CCPC. Our policies never override your legal rights.