FAQs
Updated November 11, 2026
Do I need an account?
You can place an order without creating an account where guest checkout is offered.
Which payment methods can I use?
Available payment methods and the charge currency appear at checkout. Use only the options shown there. Your provider may apply currency conversion fees.
How is payment handled?
Checkout uses Shopify and the payment providers shown during checkout. Never email your password or full payment-card details.
How should I enter my address?
Provide a complete street address, apartment details where needed, postcode and contact information. Check everything before paying.
Can I change my address or cancel?
Email support@esmolune.com promptly with your order number. We will check fulfillment status; changes cannot be guaranteed once processing or dispatch has advanced.
When should my order arrive?
The average fulfillment time is 8–14 business days. After payment is confirmed, orders are generally processed and dispatched within 3 business days. Estimated transit time is 5–11 business days. Business days exclude weekends and relevant public holidays. These are estimates.
How do I track delivery?
Available tracking details are sent after dispatch. Carrier scans can take time to appear, and orders may arrive in separate parcels.
What if something is missing, wrong or damaged?
Contact support@esmolune.com with your order number and a description. Photos of goods and packaging help where available. Keep the packaging while we investigate.
Can I return an item?
Request an eligible voluntary return within 30 days of delivery. Goods must be in original condition; exceptions and mandatory consumer rights apply. Obtain authorization before sending anything. For change-of-mind returns, you pay return shipping; original delivery charges are generally not refunded. No restocking fee applies. See our Return & Refund Policy for full details.
How do refunds work?
Received returns are normally assessed within 5 business days. Approved refunds are initiated to the original payment method within 10 business days; bank posting time varies.
How do I reach the team?
Email support@esmolune.com. Include the order number and a short explanation; do not send passwords or full card details.