Shipping policy

As a growing independent brand, Lunauv currently ships to five destinations: Malaysia, Singapore, Thailand, the Philippines, and Indonesia. We’re working towards expanding our shipping destinations and hope to make Lunauv available worldwide in the future.

Please ensure that your shipping address and contact information are correct before completing your order. we are not responsible for delays or delivery issues resulting from incorrect or incomplete information provided at checkout.

Order Processing

Please allow 1–2 business days for your order to be processed and prepared for dispatch. Processing time is separate from the estimated delivery time.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where available.

During product launches, promotions, sales, or periods of high order volume, processing may take longer than usual.

Domestic Shipping

Malaysia

Shipping rates are calculated at checkout based on your delivery address and order.

Enjoy free shipping on orders of RM300 and above. For orders below RM300, standard shipping rates will apply.

Estimated Delivery

West Malaysia: 2–5 business days after dispatch

Sabah, Sarawak & Labuan: 3–7 business days after dispatch

Delivery times are estimates and may vary depending on the courier, public holidays, weather conditions, or circumstances beyond our control.

International Shipping

Country	Estimated Delivery
Singapore	3 - 7 business days after dispatch
Thailand	6 - 11 business days after dispatch
Phillipines	6 - 11 business days after dispatch
Indonesia	6 -11 business days after dispatch

Customs, Duties & Taxes

International orders to Singapore, Thailand, the Philippines, and Indonesia may be subject to customs duties, import taxes, VAT/GST, or other charges imposed by the destination country.

Any customs duties, taxes, import charges, or other fees imposed by the destination country are the responsibility of the customer unless otherwise stated at checkout.

Lunauv does not control the customs policies, procedures, or charges imposed by individual countries.

Customers are responsible for providing any information or documentation required by their country's customs authorities.

Customs Delays

International shipments may be delayed due to customs inspections, clearance procedures, or requests for additional documentation.

These delays are outside of Lunauv's control and are not considered delays caused by Lunauv.

If customs authorities or the courier contact you for additional information, please respond promptly to avoid further delays.

Tracking

Once your order has been dispatched, tracking information will be provided where available.

Please note that tracking information may take some time to become active after the parcel has been collected by the courier.

Lunauv is not responsible for delays in tracking updates caused by the courier.

Delivery Issues

Incorrect Address

Please carefully check your shipping information before placing your order.

If an order is returned to Lunauv because an incorrect or incomplete address was provided, the customer may be responsible for any additional shipping costs required to resend the order.

Failed Delivery

If a delivery attempt is unsuccessful, please follow the courier's instructions to arrange redelivery or collection.

If a parcel is returned to Lunauv following unsuccessful delivery attempts, additional shipping charges may apply if the order needs to be resent.

Lost or Damaged Parcels

If your parcel appears to be lost or arrives damaged, please contact us as soon as possible with your order number and photographs of the parcel and/or item where applicable.

Lunauv will work with the relevant courier to investigate the issue and determine the appropriate resolution.