Frequently Asked Questions

Shopping with ZORLUNE should feel simple and straightforward. Below you’ll find answers to the most common questions about ordering, payment, shipping, returns, and customer support.

Ordering

Do I need an account to place an order?

No. You can complete your purchase as a guest.

Creating an account may make it easier to review your order history and manage future purchases, but an account is not required to shop with us.

How do I know my order was successfully placed?

After checkout is completed, you should receive an order confirmation at the email address provided during checkout.

Please review the confirmation carefully and make sure your shipping information and ordered items are correct.

If you do not receive an order confirmation, please check your spam or junk folder before contacting us.

Can I change or cancel my order after placing it?

If you need to change or cancel an order, contact us at support@zorlune.com as soon as possible.

We will make reasonable efforts to help before fulfillment begins. However, once an order has entered processing or has been shipped, changes or cancellations may no longer be possible.

If the order has already shipped, our Return & Refund Policy will apply.

Payment & Checkout

What payment methods do you accept?

Available payment methods are displayed during checkout.

Depending on your location and checkout availability, these may include major credit or debit cards and other supported payment services.

Only use a payment method that you are authorized to use.

Is checkout secure?

Yes. Payments are processed through secure checkout and payment-provider technology.

Sensitive payment information is transmitted using encrypted connections and handled by the applicable payment processor.

For more information about how personal information is handled, please review our Privacy Policy.

What currency will I be charged in?

Prices may be displayed in a currency based on your selected country or region.

Your bank or payment provider may apply its own currency conversion rate or foreign transaction fee if your payment account uses a different currency.

Any such charges are determined by your bank or payment provider rather than ZORLUNE.

Why was my payment declined?

Payments may be declined for several reasons, including incorrect billing information, insufficient funds, bank security checks, or restrictions placed by your payment provider.

If your payment is declined, please:

• Confirm that your payment details are correct

• Check that your billing address matches your payment account

• Try another available payment method

• Contact your bank or payment provider if the issue continues

For security reasons, ZORLUNE may not receive the specific reason a payment was declined.

Products

How can I choose the right product or option?

Please review the product description, images, size, shade, variant, ingredients, specifications, and usage information shown on the individual product page before ordering.

Where a product is available in different shades, sizes, styles, or quantities, please make sure the correct option is selected before checkout.

If you have a product-specific question, contact us at support@zorlune.com before placing your order.

Are product colors exactly the same as they appear on my screen?

We make reasonable efforts to display product colors and details accurately.

However, colors may appear slightly different depending on your device, screen settings, lighting conditions, and photography.

For beauty products, results and appearance may also vary depending on individual skin tone, application, lighting, and other personal factors.

Does ZORLUNE sell products from different brands?

Yes. ZORLUNE may offer products associated with different featured brands.

The applicable brand is identified on the individual product page.

For example, products identified as LOVILDS® products are associated with the LOVILDS brand, while ZORLUNE provides the online retail experience through zorlune.com.

Shipping & Delivery

Where do you ship?

We ship eligible products to customers in multiple countries and regions.

Available shipping destinations and methods may vary depending on the product and delivery address.

The options available for your order will be shown during checkout where applicable.

How long does delivery take?

Delivery times vary depending on your destination, shipping method, carrier, fulfillment location, customs processing, and local delivery conditions.

Where an estimated delivery window is available, it may be displayed during checkout, in your order confirmation, or through your tracking information.

Delivery estimates are not guarantees unless expressly stated otherwise.

How do I track my order?

Once your order ships and tracking is available, we will send tracking information to the email address associated with your order.

Please allow some time after receiving the shipping confirmation for tracking activity to appear in the carrier's system.

If tracking has not updated for an unusually long period, contact us at:

support@zorlune.com

Please include your order number.

Will my order arrive in more than one package?

Possibly.

Some orders may be fulfilled from different locations or may include products with different fulfillment requirements.

If your order is divided into multiple shipments, the packages may arrive separately and you may receive more than one tracking number.

Can I change my shipping address?

If you notice an error in your shipping address, contact support@zorlune.com immediately.

We will make reasonable efforts to update the address before fulfillment, but we cannot guarantee changes once an order has entered processing or has been shipped.

Please review your address carefully before completing checkout.

International Orders

Will I have to pay customs duties or taxes?

International orders may be subject to import duties, VAT, customs fees, taxes, brokerage fees, or other charges imposed by the destination country.

If these charges are collected during checkout, they will be shown as part of your order.

If they are not collected by ZORLUNE, they may be charged separately by the carrier or local customs authority.

We recommend checking your local customs or tax rules if you are unsure what may apply.

Can customs delay my order?

Yes. International shipments may occasionally be inspected or held by customs authorities.

Customs processing is controlled by the destination country and may affect delivery time.

Although we cannot control customs processing, please contact us if your shipment appears unusually delayed and we will help review the available tracking information.

Order Problems

What should I do if an item is missing from my order?

First, check whether your order was shipped in multiple packages.

If all packages have arrived and an item is still missing, contact:

support@zorlune.com

Please include your order number and details of the missing item.

We will review the order and help determine the appropriate resolution.

What if my order arrives damaged, defective, or incorrect?

Please contact us as soon as possible at:

support@zorlune.com

Include:

• Your order number

• A description of the issue

• Clear photos of the product

• Photos of the packaging where relevant

Once reviewed, we will provide an appropriate resolution, which may include a replacement or refund.

Your statutory rights for faulty, damaged, misdescribed, or incorrectly supplied goods are not limited by this FAQ.

What should I do if tracking says “Delivered” but I cannot find my package?

Please first:

1. Check around your delivery location

2. Ask household members, neighbors, reception, or building staff

3. Review any delivery notes provided by the carrier

4. Contact the carrier if additional delivery information is available

If the package still cannot be located, contact support@zorlune.com with your order number and we will review the situation.

Returns & Refunds

Can I return an item?

Eligible products may be returned in accordance with our Return & Refund Policy.

For standard returns, products generally need to be unused, unopened, and in their original condition and packaging.

Beauty, cosmetic, personal-care, and hygiene products that have been opened, used, tested, or had their protective seal removed may not be eligible for a standard return for health and hygiene reasons, except where the product is defective, incorrect, damaged, or applicable law provides additional rights.

Please review our full Return & Refund Policy before sending any item back.

Are discounted products returnable?

A product purchased at a promotional or discounted price is not automatically final sale.

An item will only be treated as a final-sale product when it was clearly identified as Final Sale before purchase, except where applicable law gives you additional rights.

How long does a refund take?

Once an eligible return has been received, inspected, and approved, the refund will be issued to the original payment method.

ZORLUNE generally aims to process approved refunds within 5–10 business days after inspection.

Your bank or payment provider may require additional time before the funds appear in your account.

Do European customers have additional return rights?

Customers in the European Union may have additional statutory consumer rights, including rights relating to withdrawal from eligible online purchases and faulty or misdescribed goods.

Certain sealed health, hygiene, cosmetic, or personal-care goods may be exempt from withdrawal rights after their seal has been removed where permitted by applicable law.

Please see our Return & Refund Policy for additional information.

Promotions

How do promotional offers work?

Promotional prices, bundle offers, discounts, and other offers are subject to the terms displayed with the promotion.

Where an offer is automatically applied, the discounted price will be shown during the applicable shopping or checkout process.

Unless otherwise stated, promotions generally cannot be combined.

We recommend reviewing the final order total before completing payment.

Why is a promotion no longer available?

Promotions may be offered for a limited period, for selected products, or while applicable promotional availability lasts.

Once an offer has ended, we may not be able to apply it retroactively to a completed order unless otherwise stated.

Customer Support

How can I contact ZORLUNE?

For questions about products, orders, shipping, returns, or payments, contact:

ZORLUNE Customer Support
support@zorlune.com

When contacting us about an existing order, please include your order number so we can assist you more efficiently.

We aim to provide clear and helpful support throughout your shopping experience.

Still have a question?

We're here to help.

Email support@zorlune.com and our customer support team will review your request as soon as possible.