Cancel/ Change Order

Cancel & Change Order Policy

Last Updated: January 2026

At Lunasmei, we understand that sometimes you might have a change of heart or realize you made a mistake after clicking the “Purchase” button. Our logistics team works diligently to ensure that orders are processed and dispatched as quickly as possible to our customers across the United States. To balance our speed of service with your flexibility, we have established the following guidelines for order cancellations and modifications.

1. ORDER PROCESSING TIMELINE

To maintain our commitment to fast delivery, Lunasmei follows a strict operational schedule. Understanding this timeline will help you determine the eligibility of your request:

• Order Cut-off Time: 5:00 PM (EST), Monday – Friday.
• Handling Time: 1–2 business days.
• Processing Speed: Orders placed before the cut-off time typically enter our fulfillment system within hours to ensure we meet our 3–7 business day transit time.

2. ORDER CANCELLATION POLICY

2.1 The 12-Hour Cancellation Window

We offer a 12-hour grace period from the moment your order is placed. During this window, you may request a full cancellation for any reason, and we will guarantee a 100% refund to your original payment method.

2.2 Cancellation Eligibility by Order Status

• Payment Completed: If you contact us immediately after purchase, we can cancel the order without issue.
• Processing Started: Once an order moves to our warehouse for picking and packing (usually after the 12-hour mark), cancellation is not guaranteed. We will attempt to intervene, but if the shipping label has been generated, the order must proceed.
• Shipped/In Transit: Once the package is in the hands of USPS, UPS, or FedEx, we cannot cancel the order. In this case, please refer to our 30-Day Free Return Policy once the package arrives.

2.3 How to Submit a Request

To ensure your request is seen by our team in time, please email us at [email protected] with the subject line: “URGENT: Cancel Order #[Your Order Number]”. Please include your full name and the specific item(s) you wish to cancel.

3. MODIFYING AN ORDER

We strive to be as flexible as possible. If your order is still within the 12-hour window, we can assist with the following:

• Shipping Address Corrections: If you noticed a typo or forgot an apartment number in your address at 2385 Bellefonte Ave or elsewhere, contact us immediately. Lunasmei is not responsible for misdelivered packages if the incorrect address was provided by the customer.
• Product Variations: You may request a change in size, color, or style. Please note that these changes are subject to current stock availability at lunasmei.com.
• Price Adjustments: If a modification results in a higher total, we will provide a secure link for the balance. If the new total is lower, we will issue a partial refund to your original payment method (Visa, Mastercard, Amex, or PayPal).

4. ORDERS ALREADY IN TRANSIT

Once an order is “Shipped,” it is physically out of our facility and moving through the carrier network.

• No Modifications: We cannot redirect a package to a different address once it is in transit.
• The Return Solution: If you still wish to cancel after the item has shipped, please accept the delivery and then contact [email protected] to receive a Prepaid Return Label. We offer 100% Free Returns with No Restocking Fees.

5. FEES AND REFUND DISBURSEMENT

• Zero Cancellation Fees: At Lunasmei, we do not believe in punishing customers for a change of plans. There are no restocking fees or administrative penalties for cancellations made within the allowed timeframe.
• Refund Timeline: For all successful cancellations, the full purchase price (including the $6.99 shipping fee) will be returned to your original payment method. Please allow up to 5 business days for the funds to appear in your account, depending on your bank’s policies.

6. SPECIAL CIRCUMSTANCES

• Inventory Discrepancies: In the rare event that an item becomes unavailable after you place an order, we will notify you within 24 hours. You will have the option to wait for a restock, choose a replacement, or receive an immediate full refund.
• Duplicate Orders: If you accidentally placed the same order twice, please reach out to us within the 12-hour window so we can void the duplicate transaction before it ships.

7. CONTACT US

Our support team is dedicated to making your experience at Lunasmei as smooth as possible. For all change or cancellation inquiries, please contact us:

• Store Name: Lunasmei
• Official Website: lunasmei.com
• Support Email: [email protected]
• Business Address: 2385 Bellefonte Ave, Lawrenceville, GA 30043-8195, United States
• Business Hours: Monday – Saturday, 8:00 AM – 7:00 PM (EST)