Frequently Asked Questions

Welcome to NovaLune Beauty. Below you’ll find answers to some of the most common questions about ordering, payment, shipping, returns, subscriptions, and our company.

If you need additional assistance, please contact our customer support team at support@novalunebeauty.com.

Orders & Payments

1. Do I need an account to place an order?

No. You can place an order as a guest without creating an account.

Creating an account, however, may make it easier to view your order history, manage your information, and enjoy a faster checkout experience on future purchases.

2. What payment methods do you accept?

We accept major credit and debit cards, including Visa, Mastercard, American Express, and Discover, as well as PayPal and other payment methods displayed at checkout.

Available payment methods may vary depending on your location.

3. What currency are orders charged in?

Our website processes transactions in U.S. Dollars (USD).

If your card or payment account uses another currency, your bank or payment provider may convert the transaction using its applicable exchange rate. Additional currency conversion or international transaction fees may be charged by your payment provider.

4. Is my payment information secure?

We use secure payment processing technologies designed to protect your information during checkout.

Payment details are handled through our payment service providers and are not directly stored by NovaLune Beauty on our own servers.

5. Can I change or cancel my order after placing it?

If you need to change your order, please contact us at support@novalunebeauty.com within 24 hours of placing your order.

We will do our best to accommodate your request. However, once an order has been processed or shipped, we may no longer be able to change or cancel it.

Please double-check your shipping address, product selection, shade, quantity, and other order details before completing your purchase.

6. I entered the wrong shipping address. What should I do?

Please contact support@novalunebeauty.com as soon as possible and include your order number and the correct shipping address.

If your order has already been processed or shipped, we may not be able to update the address.

Shipping & Tracking

7. How long does order processing take?

Orders are generally prepared for dispatch within 72 hours after the order is placed and payment is received.

Processing times may be longer during holidays, promotional periods, product launches, or periods of unusually high order volume.

8. How long does shipping take?

Estimated standard shipping times are:

United States & Canada: approximately 2–4 weeks
Australia & New Zealand: approximately 2–4 weeks
United Kingdom & Europe: approximately 2–4 weeks
Other destinations: approximately 2–5 weeks

These are estimated delivery times and are not guaranteed. Customs processing, local postal services, weather conditions, holidays, and other circumstances outside our control may affect delivery times.

9. How can I track my order?

Once your order has shipped and tracking information becomes available, you will receive tracking details by email.

Please note that tracking information may take several days to update after shipment.

If you are having difficulty locating your package, contact us at support@novalunebeauty.com with your order number.

10. Why did I receive only part of my order?

Some products may be shipped separately because items can be fulfilled from different locations.

As a result, products from the same order may arrive in separate packages and on different dates.

If you believe an item is missing and no additional shipment is on the way, please email support@novalunebeauty.com with your order number and details of the missing item.

11. What should I do if my package appears to be lost?

If your tracking information has not updated for an extended period or your package appears to be lost, please contact us at support@novalunebeauty.com.

Include your order number and tracking information so our customer service team can review the shipment and advise you on the next steps.

Returns & Refunds

12. What is your return policy?

Eligible products may be returned within 30 days of receipt in accordance with our Return & Refund Policy.

To request a return, please email support@novalunebeauty.com with:

• Your order number

• The item(s) you would like to return

• The reason for the return

Our customer service team will provide you with the appropriate return instructions.

Original shipping charges are generally non-refundable. Return conditions may vary during promotional periods, so please review the applicable promotion terms and our Return & Refund Policy before submitting your request.

13. What should I do if my item arrives damaged?

We’re sorry if your order arrives damaged.

Please email support@novalunebeauty.com within 14 days of receiving your order and include:

• Your order number

• Clear photos of the damaged item

• Clear photos of the packaging, if applicable

• A brief description of the issue

Please use “DAMAGED” in the email subject line so we can identify your request quickly.

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

Please contact support@novalunebeauty.com and include your order number and the name of the missing item.

You may use “MISSING ITEM” as the subject line.

Before contacting us, please check whether your order has been divided into multiple shipments, as some items may arrive separately.

15. How long does it take to receive a refund?

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

The time it takes for the refund to appear in your account depends on your bank, card issuer, or payment provider.

Products & Beauty Care

16. How do I choose the right product for me?

Please review the product description, directions, ingredients, shades, and other information shown on the individual product page before purchasing.

Beauty products can perform differently from person to person depending on skin type, skin tone, personal preferences, application method, and other factors.

If you need help with a product before ordering, you can contact us at support@novalunebeauty.com.

17. What should I do if I experience irritation or sensitivity?

Everyone’s skin is different. We recommend reviewing the product ingredients and directions carefully before use.

When appropriate, consider testing a small amount of the product on a limited area before wider use.

If irritation or an unexpected reaction occurs, stop using the product. If you have a known allergy, sensitive skin, an existing skin condition, or concerns about whether a product is appropriate for you, consider consulting a qualified healthcare professional before use.

18. Are product results guaranteed?

No. Individual results may vary.

The appearance, feel, and effectiveness of beauty and skincare products can vary depending on factors such as individual skin characteristics, usage, application method, routine, and environmental conditions.

Product descriptions are intended to explain the product and its intended use and should not be interpreted as a guarantee of a particular individual result.

Subscriptions

19. Does NovaLune Beauty offer subscription purchases?

Certain products may be available through a subscription option.

When you purchase a subscription, recurring deliveries and charges are based on the frequency and terms selected at the time of purchase.

Please review all subscription details displayed at checkout before confirming your order.

20. How can I manage or cancel my subscription?

You can manage or cancel an eligible subscription through the subscription management link associated with your order or account.

You may also refer to the links provided in your order confirmation emails.

For assistance, contact support@novalunebeauty.com.

Customer Support

21. How can I contact NovaLune Beauty?

For questions about orders, products, shipping, returns, or other customer service matters, please contact:

Email: support@novalunebeauty.com
Tel: 17609201574

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

Company Information

22. Who operates NovaLune Beauty?

NovaLune Beauty is operated by the following company:

Company Name: Shenzhen Wurenchi International Trading Co., Ltd.
Registration No: 91440300MAKCF5HR9L
Email: support@novalunebeauty.com
Tel: 17609201574
Address: Room 208, No. 2, West 2nd Lane, Tiegang Community, Xixiang Subdistrict, Bao'an District, Shenzhen, China

Still Need Help?

We’re happy to assist.

If you cannot find the answer you are looking for, please email us at support@novalunebeauty.com and include your order number, if applicable.

For complete details regarding shipping, returns, refunds, privacy, subscriptions, and other terms, please refer to the relevant policy pages available on our website.