FAQs
🛒 Ordering
How do I place an order?
How do I place an order?
1. Browse our store and select the product you’d like to purchase.
2. Choose your preferred version of the product (if applicable).
3. Click “Add to Cart.”
4. When you're ready, click the cart icon and select “Checkout.”
5. Enter your shipping and payment details.
6. Review your order and click “Place Order.”
You’ll receive a confirmation email once your order has been successfully placed.
Can I modify or cancel my order after checkout?
Can I modify or cancel my order after checkout?
No, you will not be able to modify your order but you may cancel it within 30minutes after checkout and place a new order. After the specified time, the order will be confirmed and our team will begin order fulfillment.
Do I need an account to place an order?
Do I need an account to place an order?
Creating an account isn’t required, but we recommend setting one up beforehand for a faster and more beneficial checkout experience. Having an account helps you track your order, manage your details, and enjoy various membership perks in the future.
How do I know my order was successful?
How do I know my order was successful?
You will receive an email notification once the order has been placed.
I didn’t receive an order confirmation—what should I do?
I didn’t receive an order confirmation—what should I do?
If you haven’t received your order confirmation email, please:
1. Check your spam or junk folder.
2. Make sure you entered the correct email address at checkout.
3. If you still can’t find the confirmation, please contact us at thelunaramalaysia@gmail.com with your full name and order details. We’ll be happy to assist you.
💳 Payment & Pricing
What payment methods do you accept?
What payment methods do you accept?
We accept the following payment methods:
1. Credit and debit cards - Visa & Mastercard
2. Online Banking (FPX)
3. Selected e-wallets
Why was my payment declined?
Why was my payment declined?
Payments can be declined for several reasons, including:
1. Incorrect card details (number, expiry date, CVV)
2. Insufficient funds
3. Your bank blocking the transaction for security reasons
4. Billing information not matching your bank records
🚚 Shipping & Delivery
Where do you ship to?
Where do you ship to?
At the moment, we ship within Malaysia only. We hope to expand our shipping locations in the future.
How long does delivery take?
How long does delivery take?
Delivery times vary depending on your location:
West Malaysia orders: 2–5 business days
East Malaysia orders: 5–10 business days
Once your order has been shipped, you’ll receive a tracking number by email.
How can I track my order?
How can I track my order?
Once your order has been shipped, you’ll receive a confirmation email with a tracking number and a link to track your package.
Simply click the tracking link in the email to see the latest delivery updates.
What happens if my package is delayed or lost?
What happens if my package is delayed or lost?
If your package is delayed, we recommend checking the tracking information for the latest updates. Shipping carriers may occasionally experience delays due to weather or peak period.
If your tracking hasn’t updated for several days or your package appears to be lost, please contact us at thelunaramalaysia@gmail.com. We’ll work with the shipping carrier to investigate and find a solution as quickly as possible.
🏷️ Products & Inventory
Are your products authentic?
Are your products authentic?
Yes, all our products are 100% authentic. We are Malaysia’s sole distributor for the brands. Quality and integrity are at the core of what we do.
Will you restock sold-out products?
Will you restock sold-out products?
Certain items may be restocked, while others are available in limited quantities only. To stay updated, we recommend adding the product to your wishlist so you can quickly see if it becomes available again.