FAQ
SIZE & FIT GUIDE
How do I know if an item will fit me?
We recommend checking the size chart on each product page. If you're between sizes, we suggest sizing up for a more comfortable fit.
What if I'm between sizes?
If you find yourself between two sizes, we recommend choosing the larger size for a more relaxed fit, or the smaller size for a more fitted look.
Where can I find measurements for each size?
Each product page includes a detailed size chart with measurements in both inches and centimeters. You can also visit our Size & Fit Guide for general sizing information.
How do I take my own measurements?
Use a soft measuring tape and measure your bust, waist, and hips. For tops, focus on bust and waist. For bottoms, focus on waist and hips. Visit our Size & Fit Guide for detailed instructions.
What do the different fit types mean?
Fitted: closely follows your natural shape. Relaxed: slightly looser for ease of movement. Oversized: extra room for a loose, comfortable silhouette. True to Size: fits as expected according to standard sizing.
ORDERS & PAYMENTS
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Shop Pay. All transactions are processed securely.
Is my payment information secure?
Yes, all payments are processed through secure, encrypted channels. We never store your full payment details on our servers.
Can I make changes to my order after placing it?
We process orders quickly, but please contact us immediately at contact@fairyluna.com if you need to make changes. We'll do our best to accommodate your request before the order is shipped.
How do I apply a discount code?
Enter your discount code at checkout in the "Discount code" field and click "Apply". Only one discount code can be used per order.
Will I receive an order confirmation?
Yes, you'll receive an email confirmation with your order details shortly after placing your order. Please check your spam folder if you don't see it.
SHIPPING & DELIVERY
How long does shipping take?
Orders are processed within 1–3 business days. Standard delivery to major regions in Europe, North America, and Asia typically takes 7–10 business days after shipment. Orders placed on weekends or holidays will begin processing on the next business day.
How much does shipping cost?
We offer free global shipping on all orders with no minimum purchase required. This applies to all products including custom-made and pre-ordered items.
Do you ship internationally?
Yes, we ship to core countries and regions in Europe, North America, and Asia. Shipping availability is confirmed at checkout. We currently do not ship to war-torn, sanctioned, or otherwise inaccessible regions.
How can I track my order?
Once your order ships, you'll receive a tracking number via email or SMS. You can also log in to your account, go to My Orders, and click "Logistics Tracking" to view real-time updates.
What if my package is lost or damaged?
Please inspect your package carefully upon receipt. If you notice any damage or missing items, take photos immediately and contact us at contact@fairyluna.com. Once a package has been signed for, it is considered received in good condition.
RETURNS & EXCHANGES
What is your return policy?
You may initiate a return or exchange request within 14 days of receiving your order. Items must be brand new, unworn, unwashed, free of odors and stains, with all original tags intact and in their original packaging.
How do I start a return?
Log in to your account, go to My Orders, find your order, and click "Apply for Return". Alternatively, email us at contact@fairyluna.com with your order number, name, and reason for return. Please do not send items back without prior approval, as unauthorized returns cannot be processed.
How long does it take to process a refund?
Once we receive your return, we'll inspect it within 5 business days. If approved, your refund will be issued to your original payment method within 3–7 business days. Processing times may vary depending on your payment provider.
Can I exchange an item for a different size or color?
Yes, exchanges for a different size or color of the same product are accepted within 7 days of receipt, subject to availability. If the exchanged item is higher in price, you'll need to pay the difference; if lower, we'll refund the difference. Exchange shipping fees are the responsibility of the customer, except in cases of product quality issues.
What items cannot be returned?
The following items are not eligible for return: worn, washed, or altered items; custom-made products; intimate apparel and accessories (unless defective); items returned beyond the 14-day window; items damaged due to misuse or improper care; and items sent back without a return authorization.
GARMENT & CARE
How should I care for my Fairy Luna pieces?
For most garments, we recommend hand washing in cold water with a gentle detergent, or dry cleaning for best results. Avoid machine washing where possible, as it may affect the fabric quality and shape over time. Always check the care label on your item for specific instructions.
Are your fabrics sustainable?
We are committed to responsible sourcing and continuously work to incorporate more sustainable materials into our collections. Check individual product descriptions for fabric details.
How do I prevent pilling on knitwear?
Turn knitwear inside out before washing, hand wash gently in cold water, and avoid washing with rough fabrics. Store folded rather than hanging to maintain the shape.