Frequently asked questions
When do you ship preordered items?
Item will be shipped within a week of the release day. Please check the description of the item on our website for release date information.
Why can't I see my order in my order history?
Sometimes you might check out as a guest and you are not logged into your members page during check out, please make sure you're logged in before checking out. If you got an email confirming your order, don't worry, it's on the way!
My package looks damaged, what should I do?
An item/part of an item in my order arrived missing/broken!
I accidentally broke my item. Can you help me get replacement parts?
We are unfortunately unable to provide service for items damaged by customers, nor can we act as a middle-man between customers and manufacturers for replacement parts. Please note that manufacturers cannot provide support for international customers.
My order is taking an extremely long time to arrive. What can I do?
If you feel your order is taking too long to reach you (over 3 weeks for EMS, or 2 months for Air and SAL), please have your parcel's tracking/delivery confirmation number ready and make an inquiry at your local post office about its delivery status. Your parcel may be waiting at the post office undelivered or may be in customs at the port of entry.
EMS/Registered shipments cannot be delivered until a signature is obtained from the recipient. Unregistered shipments, however, can be left outside. Please look for an Undeliverable Shipment notice in your mail box. The notice should tell you where and until when you can pick up your package. If the post office was unable to deliver the package due to some fault of the customer (wrong address/undeliverable package) and was returned to us, we will contact you to arrange reshipment. Please note that all shipping fees related to a returned order require payment by the customer.
Please note that SAL shipments are sent via surface mail once inside their destination country. If you live in a large country (notably the U.S., Canada, Australia, Brazil, Russia and Mexico), SAL packages may take several days/weeks to be transported within their destination country.
If you feel you have waited long enough but your parcel still cannot be located, please contact us first instead of opening PayPal disputes or filing chargebacks with your credit card company. We will do our best to resolve any problems that may arise, but PayPal disputes and chargebacks will slow down our process for a prompt and amicable settlement.
My package was opened by customs. What can I do?
Some countries may require that packages be opened during customs inspections. Unfortunately, there is nothing our store can do to prevent this and we cannot be held responsible for the actions of customs officials. Please be advised that we cannot provide compensation or exchanges for any items lost, seized, or damaged during customs inspections.
My package was returned to you. Can you re-ship?
What are Luna Points?
Luna Points are points rewarded for purchases at LUNA PARK online store. The amount and rate of points earned may differ by item.
How to redeem Luna Points
On website or mobile find the Luna Points icon, it's not available on the shopping cart page, so go to any other page to find the orange icon. Click on 'your rewards' and 'redeem' it will generate a code you can use immediately in the shopping cart or it will be emailed to you and it can be redeemed for a later purchase.
How do I log out of my account on mobile?
Step 1: Click the three bar menu on the top right.