Payment Policy

PAYMENT

What kind of payment method may I use at https://lulunami.com/

At Lulunami, we accept Credit Card (Visa/Mastercard).

What if my payment has failed?

There may be several reasons for why payment for an order has failed. Reach out to our Customer Service Team via email: [email protected] with subject ‘Fail Payment’ and provide your details and/or screenshot of trouble (if can).

ORDER

Where is my order confirmation number?

An order confirmation number is only generated for online orders – once you’ve successfully placed your order online, you will receive an email containing the details of your order.

Did not receive your Order Confirmation?

Let us help you! Contact our Customer Service Team via email: [email protected] with subject ‘Order Checking’

Why does my order status show ‘Payment Pending’?

Typically, the ‘Payment Pending’ status occurs when payment is unsuccessful. However, if payment is in fact unsuccessful, you should have received an email from us with instructions to reattempt payment.

Unable to reattempt payment or didn’t get a payment failure email?

Please refrain from re-creating your order to prevent duplication! Get in touch with our Customer Service Team via email: [email protected] with subject ‘Payment Pending’ and we’ll send you a link for another attempt at payment!

Paid but order status has not been updated after 24 hours?

Our Customer Service Team can help to verify your payment and resend an order confirmation email. Please reach out to us via email: [email protected] with subject ‘Order Whereabouts’ as the concern.

Can I make changes to or cancel my order once it’s been placed?

Unfortunately, once you successfully make an order, we’re not able to make any further changes like shipping method upgrades or change in quantities for your beauty haul. As Lulunami is not liable for replacements or refunds for parcels that have been delivered to incorrect addresses provided, we always suggest reviewing your bag and shipping details before you check out!

For further enquiries, please contact our Customer Service Team us via email: [email protected] with subject ‘Order Support’

DELIVERY

How can I track my order?

Once you place your order, we will send you a notification email containing some information related to your order, where you can see your current Order Status as well as your Order Number. Especially, you need pay attention to your Order Number and your Tracking Number to fill in the tracking form here: https://lulunami.com/track-order/ to track your order.

My order is Preparing to ship/ In Transit, what does that mean?

Hang tight! Your order has been packed and has left Lulunami ‘s warehouse! At this stage, you’ll receive an email update from us that will contain a Tracking Number for your parcel. Please give about 72 hours for your tracking to be live.

What are your delivery options and how long is shipping?

The following is some suggestions of delivery options and estimated delivery time respectively.

Notes:

• Delivery may take additional time during sale periods, holidays, and unforeseen circumstances such as extreme weather events.
• Delivery is only available on weekdays (excluding Public Holidays).

Do you process orders during Public Holidays?

While we’d love for you to get your order as soon as possible, our warehouse and our courier partner are closed on Public Holidays. We seek your understanding in having your orders processed, or parcels shipped, on the next working day.

Why is there a delay in delivery?

Due to a high volume of orders and our precautionary measures taken by us and our delivery partners, please expect a delay in the delivery of your order. You may log into How can I track my order? to check the status of your order.

DMCA

We follow the DMCA procedures for removing any content on any of the sites on servers hosted by Lulunami Pte. Ltd. that is posted by third parties and which infringes on intellectual property rights. Offenders may be banned from commenting on the site. If you believe that any content on our site infringes on your intellectual property, please contact us using the form below with the specific details of the content, including:

• Your name, address, and electronic signature
• The infringing materials and the URL where they are located on our site.
• Proof that you hold intellectual property rights to the material.
• A statement by you that you have a good faith belief that there is no legal basis for the use of the content.
• A statement of the accuracy of the notice and, under penalty of perjury, that you are either the owner of the intellectual property rights or are authorized to act on the behalf of the owner

If we receive a DMCA claim and remove the relevant content that you have posted to our site, you may send us a counter-notice. The counter notice must contain the following information:

• Your name, address, phone number, and physical or electronic signature
• Identification of the material and its location before removal
• A statement under penalty of perjury that the material was removed by mistake or misidentification.
• Subscriber consent to local federal court jurisdiction, or if overseas, to an appropriate judicial body.

STATEMENTS:

When you send us DMCA report, we understand that you have read and accepted statements below:

• I have a good faith belief that content(s) in the campaign described above violate(s) my rights described above or those held by the rights owner, and that the use of such content(s) is contrary to law.
• I declare, under penalty of perjury, that the information completed above is correct and accurate and that I am the owner or agent of the owner of the rights described above.

CONTACT US:

Email: [email protected]