Question 1

How long does it take for my order to be dispatched?

Accepted Answer

Most Lunnaré products are handmade to order with care (a few items are stocked ready-made and ship faster). We aim to process and dispatch your order within 2–3 business days. During launches, restocks or holidays this may take a little longer, and we will always let you know.

Question 2

How long is UK delivery?

Accepted Answer

We offer Royal Mail Tracked 48 (2–3 working days), Royal Mail Tracked 24 (1–2 working days) and Evri Tracked (2–4 working days) after dispatch. Complimentary UK delivery is available on orders over £50.

Question 3

Do you ship internationally?

Accepted Answer

Yes, to selected countries. Delivery typically takes 5 to 14 working days depending on destination and local customs. Any duties or import fees are the responsibility of the customer.

Question 4

How do I track my order?

Accepted Answer

As soon as your order is dispatched, we email you a tracking link. Please allow up to 24 hours for tracking information to update after dispatch.

Question 5

My tracking says delivered but I haven't received my parcel.

Accepted Answer

Please check with neighbours and household members first, then contact your local sorting office. If you still can't find it, email us within 14 days of the delivery date and we'll open an investigation with the courier.

Question 6

I entered the wrong address at checkout. Can you change it?

Accepted Answer

Please contact us as soon as possible with your order number. We can update the address only if the order hasn't yet been dispatched.

Question 7

Do you accept returns?

Accepted Answer

For hygiene reasons, cosmetics cannot be returned once sold. This is standard across the beauty industry and protects the health and safety of every customer.

Question 8

My order arrived damaged or faulty. What do I do?

Accepted Answer

Please contact us within 7 days of delivery with your order number and clear photographs of the affected item. Every case is reviewed individually and we may offer a replacement, a partial refund or a full refund depending on the circumstances.

Question 9

I received the wrong item.

Accepted Answer

We're sorry! Please email us with your order number and a photo of what you received. We'll put it right as quickly as possible.

Question 10

Can I cancel or change a custom order?

Accepted Answer

Because Design-Your-Own gloss and Custom Lip Kit orders are handmade to your specifications, they cannot be cancelled once production has started. We will of course replace or refund any custom order that arrives damaged, faulty or incorrectly made.

Question 11

Where can I find the ingredients?

Accepted Answer

Every product page has a full ingredients list under the description. Please read it carefully before purchase.

Question 12

I have sensitive lips — is Lunnaré safe for me?

Accepted Answer

Our formulas are made with care from cosmetic-grade ingredients, but everyone's skin is different. If you're prone to allergies or sensitivities we strongly recommend a patch test.

Question 13

How do I patch test?

Accepted Answer

Apply a small amount of the product to the inside of your wrist and leave for 24 hours. If any redness, itching or irritation occurs, do not use the product and consult a healthcare professional.

Question 14

What do I do if I have a reaction?

Accepted Answer

Stop using the product immediately, wash the area gently, and consult a healthcare professional. Please contact us so we can help further.

Question 15

How should I store my Lunnaré products?

Accepted Answer

Store away from direct sunlight and extreme heat. Keeping products at room temperature helps preserve texture, colour and shelf life.

Question 16

How long do the products last?

Accepted Answer

Our lip products have a shelf life of approximately 12–24 months when stored correctly. Always check the small open-jar symbol on your packaging for the period-after-opening guidance.

Question 17

How do I design my own lip gloss?

Accepted Answer

Head to our Design Your Own Gloss page and choose your base, colour and flavour. We handcraft your gloss to order.

Question 18

How long do custom orders take?

Accepted Answer

Custom orders are handmade to your specifications, so please allow up to 5 business days for production before dispatch.

Question 19

How do I contact customer support?

Accepted Answer

Email us at Lunnarbeauty@gmail.com. We aim to reply within 3 business days.

Question 20

Where can I follow Lunnaré?

Accepted Answer

Find us on Instagram and TikTok — our social handles may still show the name Lunnar Beauty while we gradually update everything.

Frequently Asked Questions

Shipping & Delivery

Refunds, Damaged & Incorrect Orders

Ingredients, Safety & Allergies

Product Care

Custom & Personalised Orders

Contacting Us