FAQ
Frequently asked questions
Shipping, orders, returns, sizing and product care—these are the subjects customers ask us about most. If you cannot find the answer you need below, contact us at service@lunverot.com.
Shipping
How much does shipping cost?
Available shipping methods and their charges are calculated according to your delivery address and shown during checkout before payment.
How long will delivery take?
The estimated delivery time depends on the destination and shipping service selected at checkout. Delivery estimates begin when the parcel is dispatched, not when the order is placed.
Delivery times are estimates and may be affected by customs processing, local carriers, public holidays, weather or other circumstances outside our control.
Will my order have tracking?
Where tracking is available, the tracking information will be sent to the email address used when placing the order after the parcel has been dispatched.
Orders and delivery
When will my order be shipped?
Orders are prepared after payment and order details have been confirmed. You will receive a dispatch notification when your parcel has been handed to the carrier.
Where do you deliver?
Available delivery destinations are shown during checkout. If your country or region cannot be selected, we are not currently able to deliver there.
Will I need to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes or handling charges imposed by the destination country or region.
Unless checkout expressly states that these charges are included, the recipient is responsible for paying any applicable duties, taxes or fees. We cannot confirm the amount in advance because customs rules vary by destination.
Can I change or cancel my order?
Contact us as soon as possible at service@lunverot.com and include your order number and the requested change.
We will try to assist, but we cannot guarantee that an order can be changed or cancelled after it has entered processing or been dispatched.
Why has my tracking information not updated?
Tracking may pause while a parcel is travelling between facilities, passing through customs or being transferred to a local delivery partner.
If there has been no update for an extended period, contact us with your order number and tracking number so we can review the shipment information.
What should I do if my parcel is marked as delivered but I cannot find it?
Please check the delivery location, ask members of your household or building staff, and contact the carrier using your tracking number.
If the parcel still cannot be located, contact us with your order number and tracking details.
Returns and refunds
Can I return an item?
Return eligibility, applicable time limits and exclusions are set out in our Return & Refund Policy
Items must meet the conditions stated in that policy. Please do not wear, wash, alter or remove the original tags from an item you may wish to return.
How do I request a return?
Email service@lunverot.com with your order number, the item you wish to return and the reason for the return.
Please wait for our confirmation and return instructions before sending the item. Do not return a parcel to our registered office unless we have specifically instructed you to do so.
Who pays for return shipping?
Responsibility for return shipping depends on the reason for the return and the conditions in our Return & Refund Policy. Unless we confirm otherwise, do not send a parcel using a collect-on-delivery service.
When will I receive my refund?
Approved refunds are issued to the original payment method after the returned item has been received and inspected. Your bank or payment provider may require additional time to display the refund in your account.
Can I exchange an item for another size or style?
Contact us before returning the original item so we can explain the available options. Product availability may change, and we cannot reserve another size, colour or style unless we confirm this in writing.
Damaged, faulty or incorrect items
What should I do if something arrives damaged?
Contact service@lunverot.com as soon as possible after delivery. Include your order number, a clear photograph of the item and a photograph of the outer packaging if it was also damaged.
Keep the item and all original packaging until we have reviewed the issue and provided instructions.
What should I do if I received the wrong item?
Email us with your order number and photographs showing the item received, including its label or packaging. We will review the information and advise you of the next step.
Sizing and fit
How do I choose the right size?
Review the sizing and product information shown on the relevant product page and compare it with your body measurements before ordering.
Fit can vary between designs. Structured bodices, fitted waistlines, tailored jackets and close-fitting skirts may feel different from softer or more relaxed silhouettes.
Can you recommend a size?
You may contact us at service@lunverot.com with the product name, your usual size and relevant body measurements.
We can provide available product information, but any size recommendation is guidance only. The final choice remains the customer’s responsibility.
Are all products sized the same way?
No. Fit and proportions can vary according to the silhouette, fabric and construction of each design. Always check the information provided for the individual product rather than relying only on your usual size.
Products and colours
Will the colour look exactly the same as it does on screen?
We aim to present product colours as accurately as possible. However, colour may vary because of photography, lighting and individual screen settings.
Some fabrics and decorative surfaces may also appear different depending on the angle and lighting. This can include tulle, embroidery, metallic details, embellishments, denim and suede-look materials.
Are decorative details identical on every item?
Placement and appearance may vary slightly on products featuring embroidery, prints, appliqués, pleating or other decorative details. These small variations do not necessarily indicate a fault.
What materials are used?
Materials vary between products. Please review the description and any composition information provided on the individual product page or garment label.
Product care
How should I clean my garment?
Always follow the care instructions attached to the garment. Care requirements vary between fabrics and designs, and some pieces may require specialist cleaning.
Items with tulle, lace, embroidery, appliqués, embellishments, structured tailoring or decorative hardware should be handled carefully. Do not machine wash or tumble dry unless the garment’s care label specifically permits it.
Can I iron or steam the item?
Follow the garment’s care label. If steaming is permitted, use a suitable setting and keep the steamer away from delicate decorations. Avoid applying direct heat to tulle, lace, appliqués, embellishments, prints or metallic details.
How should I store the garment?
Store the item clean and dry, away from direct sunlight and moisture. Protect delicate surfaces from jewellery, rough materials and other objects that may catch or damage them.
Still need help?
Contact us at service@lunverot.com and include as much relevant information as possible.
Telephone: (852) 25481814
Company: SAI HING HONG LIMITED
Additional information is available in our Return & Refund Policy, Shipping Policy and Terms of Service.