Frequently Asked Questions

Find answers to the most common questions about shopping at Lunivaskin. Can't find what you're looking for? Contact us at lunivaskinn@gmail.com

📦 Shipping & Delivery

Q: Where do you ship to?

We ship to the USA, UK, Europe, and select international destinations. Shipping availability will be confirmed at checkout based on your location.

Q: How long does shipping take?

Bangladesh: 5–10 business days
USA, UK & Europe: 7–20 business days depending on your location
Processing time: 1–3 business days before shipment

Q: Do you offer free shipping?

Yes! We offer free shipping on orders over a certain amount. The minimum order value for free shipping will be displayed at checkout and may vary by region.

Q: How can I track my order?

Once your order ships, you'll receive a tracking number via email. You can use this number to track your package. Please note that tracking information may take 2–5 days to update depending on the carrier.

Q: What if my package is delayed or lost?

Shipping delays can occur due to customs, weather, or high traffic periods. If your package appears lost or significantly delayed, please contact us at lunivaskinn@gmail.com with your order number, and we'll assist you immediately.

Q: What if I provided the wrong shipping address?

Please double-check your shipping address before completing your order. If you've already placed an order with an incorrect address, contact us immediately. Once shipped, we cannot be held responsible for packages sent to incorrect addresses provided by customers.

💳 Orders & Payment

Q: What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express), debit cards, and other secure payment methods through Shopify's encrypted checkout system.

Q: Is it safe to shop on your website?

Absolutely! Our website uses SSL encryption and is powered by Shopify, one of the world's most trusted e-commerce platforms. Your payment and personal information are completely secure.

Q: Can I cancel or modify my order?

We process orders quickly to ensure fast delivery. If you need to cancel or modify your order, please contact us immediately at lunivaskinn@gmail.com. We'll do our best to accommodate your request if the order hasn't been processed yet.

Q: Will I be charged customs or import fees?

For international orders, customers are responsible for any customs duties, taxes, or import fees charged by their country. These fees are determined by your local customs office and are not included in our pricing.

🔄 Returns & Refunds

Q: What is your return policy?

We offer a 30-day return policy. Items must be unused, in original packaging, with tags attached, and accompanied by proof of purchase. Personal care and beauty products may have additional restrictions for hygiene reasons.

Q: How do I start a return?

Contact us at lunivaskinn@gmail.com with your order number and reason for return. We'll provide you with return instructions and a return shipping label if applicable.

Q: How long does it take to receive my refund?

Once we receive and inspect your return, we'll notify you of approval status. Approved refunds are processed within 10 business days to your original payment method. Please allow additional time for your bank to post the refund.

Q: What if my item arrives damaged or defective?

We're sorry if this happens! Please contact us within 48 hours of delivery with photos of the damaged item and packaging. We'll arrange a replacement or full refund immediately.

Q: Can I exchange an item?

The fastest way to get the item you want is to return your current item (once approved) and place a new order for the desired product.

🧴 Products & Ingredients

Q: Are your products authentic?

Yes! We source all products directly from reputable manufacturers and authorized distributors. Every item in our store is 100% authentic Korean and Asian skincare.

Q: How do I know which products are right for my skin type?

Each product page includes detailed descriptions, key ingredients, and skin type recommendations. If you need personalized advice, feel free to email us at lunivaskinn@gmail.com with your skin concerns, and we'll be happy to help!

Q: Are your products cruelty-free?

Many of our products are cruelty-free. We work with brands that prioritize ethical practices. Check individual product descriptions for specific certifications.

Q: What is the shelf life of your products?

All products are fresh with at least 12 months of shelf life remaining. Specific expiration dates are printed on product packaging. Store products in a cool, dry place away from direct sunlight.

Q: Can I use multiple serums together?

Yes! Layering serums is common in Korean skincare routines. Apply from thinnest to thickest consistency, allowing each layer to absorb before applying the next. If you're new to layering, start slowly and patch test new combinations.

👤 Account & Privacy

Q: Do I need an account to place an order?

No, you can checkout as a guest. However, creating an account allows you to track orders, save addresses, view order history, and receive exclusive offers.

Q: How do you protect my personal information?

We take privacy seriously. Your information is encrypted and stored securely. We never sell or share your personal data with third parties. Read our full Privacy Policy for details.

Q: How do I unsubscribe from emails?

You can unsubscribe anytime by clicking the "unsubscribe" link at the bottom of any marketing email, or by contacting us at lunivaskinn@gmail.com.

💬 Customer Support

Q: How can I contact customer support?

Email us at lunivaskinn@gmail.com. We typically respond within 24-48 hours during business days.

Q: What are your business hours?

Our customer support team is available Monday through Friday. We process orders and respond to inquiries during business hours, but you can place orders on our website 24/7.

Q: Do you have a physical store?

Currently, we operate exclusively online to bring you the best prices and widest selection of Korean and Asian skincare products.

🎁 Promotions & Discounts

Q: Do you offer discounts for first-time customers?

Yes! Sign up for our email newsletter to receive exclusive offers and a welcome discount on your first order.

Q: Can I use multiple discount codes?

Typically, only one discount code can be applied per order. The system will automatically apply the best available discount for you.

Q: Do you have a loyalty or rewards program?

We're working on launching a rewards program! Subscribe to our newsletter to be the first to know when it's available.

🌍 International Customers

Q: Do you ship internationally?

Yes! We ship to the USA, UK, Europe, and many other countries. International shipping times vary by destination (typically 7-20 business days).

Q: Will prices be displayed in my local currency?

Prices are displayed in USD. Your bank or payment provider will convert the amount to your local currency at checkout.

Q: What about Brexit and EU regulations?

We comply with all current UK and EU import regulations. Please note that UK and EU customers may be responsible for customs duties or VAT charges depending on order value and local regulations.

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Still have questions?
We're here to help! Email us at lunivaskinn@gmail.com and we'll get back to you as soon as possible.

Thank you for choosing Lunivaskin for your skincare needs!