Some of our customers may have concerns and questions when purchasing products online from our website, and so in order to be as helpful and efficient as possible, we have compiled a list of frequently asked questions that we have answered below. Should you have a question that is not covered below, please don’t hesitate to contact us, by email or phone. Our friendly team of customer service operators will be able to assist you with whatever your concern may be.
- Are there any hidden costs when buying from LeLuna?
- What is your security policy?
- When will my order arrive?
- Will my order be discreetly packaged?
- Do I need to be home to sign for it?
- What if I am unable to be at home when UPS attempts delivery?
- I placed my order a few days ago, why has it not arrived?
- Can I track my order?
- Which Credit/Debit cards do you accept?
- Why do you need my phone number on the order form?
- Are my personal details safe with you, or will I start getting unsolicited email/post?
- What if my question has not been answered by any of the above?
- Can I pay by Cheque / Postal Orders?
- What happens if I am unsatisfied with my order, the delivery, the packaging or the product?
Are there any hidden costs when buying from LeLuna?
We promise we’re not going to add on a pile of additional costs for things you have never heard of, nor have you signed up for. We charge you for your item and for the cost of delivery. Nothing more, nothing less.
What is your security policy?
LeLuna is committed to customer privacy and security. Our on-line ordering system uses the latest secure encryption technology. All personal and credit card information is submitted with the highest level of security for your protection.
When will my order arrive?
When you order on our website within the UK, you have two delivery options. You can opt for next day delivery, which ensures that your order will arrive at the delivery address a maximum of 48 hours after it has been dispatched. You can also opt for regular recorded delivery, which can take anything between 1 – 5 days to arrive at the delivery address. If you order from outside the UK, please allow 4-5 days. Orders placed on a weekend are processed on a Monday.
Will my order be discreetly packaged?
Before posting, all orders are packaged in house, by our own team. We can thus ensure that all packaging is discrete and sturdy to ensure safe, unhampered and prompt delivery.
Do I need to be home to sign for it?
We use UPS for all our deliveries, and as part of their service they require a signature on delivery as confirmation of receipt. If you are worried about missing the delivery we suggest arranging for an alternative delivery address, such as your office or place of work where you will be able to sign for your product.
What if I am unable to be at home when UPS attempts delivery?
Sometimes unavoidable situations arise, which may require you to be away from home when your order is delivered. If this occurs, UPS will attempt delivery three times before your parcel is returned back to us. After each of the failed attempts a UPS calling card will be left to let you know that they have attempted delivery. You can use the contact details on the card to arrange delivery at an alternate time or address. As the UPS packaging is very discreet UPS may also leave your parcel at a next door neighbour at their discretion.
I placed my order a few days ago, why has it not arrived?
If a few days have passed since you placed your order, and no one has been in touch with you, we ask that you call us immediately so that we can assist you in locating your order.
Can I track my order?
Yes you can track you order. You will receive an email once your order has been dispatched. Your tracking number will be on the email. Simply log onto royalmail.com and enter your tracking number to follow the delivery of your order.
Which Credit/Debit cards do you accept?
At present we accept the following cards: Visa, MasterCard, Visa Electron, Switch, Solo and Maestro.
Why do you need my phone number on the order form?
Should there be a problem with your payment or details, which can easily happen due to a break down in communication, etc, we will need to contact you so that we can ensure you an efficient and prompt service. We may also need to do security checks, which are for your benefit.
Are my personal details safe with you, or will I start getting unsolicited email/post?
As a credible online company, we object to spam and can thus assure you that your details will not be used for such activities, or passed on to third parties.
What if my question has not been answered by any of the above?
If we have not answered your question above, then please feel free to contact our friendly customer services team who will be able to assist you.
Can I pay by Cheque / Postal Orders?
Yes you can pay by cheques /postal orders. Simply make them payable to Comfort Click Ltd. Due to the fact that postal orders and cheques require additional time to clear, please allow for a few extra days for delivery.
When making an order with the intention of paying with a postal order/cheque, please follow the normal online order process, except rather than entering card details, enter the following:
Name of card holder: Postal order or cheque
Card number: 0000 (four zeros)
Card start and end date – make up a fictitious date
Please ensure that when you post us your cheque/postal order, that you ensure your contact information is clearly visible, and that you include the cost of postage in your total amount. Please send postal orders/cheques to 106 Lower Addiscombe Road, Croydon, CR0 6AD.
Should you have any concerns or troubles making the order, simply contact us and we will assist you through the order process.
What happens if I am unsatisfied with my order, the delivery, the packaging or the product?
Sadly there are times that you may not be happy with your order, although we do everything possible to prevent this. Should you have a problem however, please follow the guidelines on our Returns page.
