Cancellation

It usually takes 1- 2 business days for handling time after we received order. Customer will receive an email notification from us with tracking information included when we ship the order. The merchandise is normally shipped by USPS services. We accept other shipping providers upon customer's request, but shipping fee may be varied. You can always contact us before making purchase.

Order can be cancelled anytime before shipped, please contact us for order cancellation. Please understand that we may notify the shipping update hours later after we ship the order. Order cannot be cancelled after order is shipped. For cancellation after order shipped, please read Return Policy

Order also can be cancelled if the order is not yet shipped but the shipping label is created somehow, but there is a credit card's processing fee cannot be refunded. The processing fee may vary on the payment type: 2.9%+$0.30 per transaction for US credit cards or PayPal, and 3.9%+$0.30 per transaction for international credit cards. Please understand that refund may take up to 15 business day to complete, although we process refund immediately after we accept your request.

 

Pre-Order Policy

  • Any order contains preorder item(s) will be shipped together whenever the preorder item(s) become available. Or make purchase separately in order to get the available(in stock) item(s) ASAP instead of waiting for the preorder item(s).

  • Noticed arriving time can only be estimate. please be aware of that preorder item may become available earlier than we expect, or sometimes may delay caused by whatsoever reasons. Customer will be notified if arriving time changes. Upon such delay situation, you may request for cancellation to get full refund, but we are not responsible for any loss causing to you(customer) by such delay. Refund will be made within 2 business days.

Returns Policy

In order to our customer's satisfaction, if you are not satisfied with the item(s) you purchased from us, you may return item(s) for refund within 15 days after receiving your order. NO restocking fee will be charged for the item return or exchange, but the shipping fee will NOT consider to be refundable. Moreover, the following conditions will NOT be acceptable for return:

For tea;

Before making return decision for tea, please refer to our brewing guide for best result. 

  • Opened sample item(s)(tea) are NOT considered to be returnable.

  • Any item(tea) being consumed more than 15 grams or 10% of its total amount, are NOT considered to be returnable.

  • Any order exceeded 15 days after order received, are NOT considered to be returnable.

For teawares:

Please be aware of that tea-wares made of porcelain or glass are very delicate, please handle with care after you receive it. Return item must be in original new condition, including the packaging box must be in original condition. If customer receive a broken item, mostly caused by shipping, please contact us immediately. 

  • Any tea ware being used by customer, can NOT be returned for refund.

  • Any damage to teaware caused by negligence of customer will NOT be acceptable for return or refund. Please check ASAP if the tea ware get damaged by shipping.


Product Return & Refund Procedure

Please call us or email us for a return approval. Please include your name, order number, item(s) you wish to return, and the reason for return. Specify how you'd like to proceed

  • Full refund(shipping fee excluded)

  • Product exchange

You will receive a response from us within two business days. 

After we have approved the return, please ship the return or exchange item(s) to the following address, using the shipping carrier mostly convenient to you. 

Luna Cha

272 Court Street, 

Brooklyn, NY11231

Once we have received the returned item(s) in eligible condition, we'll immediately process refund as request, but it may take up to 15 days to complete the refund procedure.

*Please note: Shipping fees will NOT be credited or refunded. Please keep original shipping box, in case that we may give exception for full refund(including shipping fee), for royal customer who regularly purchases with us.